Membership Director

Seeking a Membership Director who creates a welcoming and nurturing environment for our community and provides exceptional customer service.
Job Description

The Membership Director is responsible for overseeing all aspects of membership, including recruitment, engagement and retention of members, personalized customer-service, and supervision of Membership staff.  The Membership Director is essential for creating a welcoming and nurturing environment for our community, and models inclusion and acceptance of diverse populations with enthusiasm and kindness. This role provides leadership and support to the entire Membership department throughout the entire membership lifecycle.

Qualifications

This position requires a talented professional with excellent human relation skills, a passion for helping others, and a commitment to high level customer service. Other qualifications include:

  • Bachelor's degree in a related field or equivalent combination of education and experience.
  • Previous customer service supervisory experience in a YMCA or similar organization.
  • Knowledge of day-to-day YMCA membership operations or similar experience.
  • Previous experience utilizing the Y Experience model or similar membership engagement model.
  • YMCA Team Leader level Certification or the ability to achieve in a 3-year period.
  • Proven successes in the areas of lead management, cause driven tours, onboarding, and retention strategies in a YMCA or other similar membership-based organization.  
  • Demonstrates a resourceful, innovative mindset when developing and executing strategic goals.
  • Ability to work accurately and effectively in a fast-paced environment.
  • Strong communication and relationship building skills.  YMCA Listen First training preferred.
  • Excellent computer skills: Microsoft 365 and membership software experience required; Daxko Operations preferred.
  • Flexibility to work a schedule that reflects the needs of the organization. includes days, evenings, and weekends.
  • Ability to relate effectively to diverse groups of people from all social and economic segments
  • of the community.
  • Language Skills -Ability to read, interpret, retain, and teach documents such as safety rules, operating maintenance instructions, and procedure/educational manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively in one-on-one situations, as well as before groups.
  • Mathematical Skills -Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
  • Reasoning Ability- Ability to apply common sense, understanding, and sound mature judgment to carry out instructions.  Ability to deal with problems involving several concrete variables in standardized situations.  Ability to maintain confidentiality.  Ability to be sensitive and alert to the needs, feelings, and safety of others.  Ability to always ensure and maintain YMCA safety standards and guidelines.
Essential Functions
  • Manage day-to-day operations of the Membership Department.
  • Provide effective leadership and support to full time and part time Membership staff; Recruit, hire, train, review, develop, motivate, schedule and direct staff teams.
  • Review, monitor, and update front desk and check in procedures as needed. Ensure proper implementation and execution.
  • Direct and manage all aspects of the membership lifecycle; prospecting, cause driven tours, sales, cancellations, renewals, retention, and engagement.
  • Utilize the tools outlined in the Y Experience Model and other resources to develop and implement a member engagement plan and strategic goals.
  • Utilize and demonstrate relationship-building skills (including Listen First) in all interactions. Respond to all member and community inquiries and complaints in a timely manner.
  • Foster a climate of innovation and problem solving to ensure member satisfaction.
  • Execute strategies to ensure that members, staff, and volunteers build relationships and connect with one another and connect with the YMCA cause.
  • Develop, implement, and monitor standard operating procedures as they relate to membership operations.  Provide and maintain related statistics and reports.
  • Coordinate with the finance department as necessary on financial transactions and reporting.
  • Effectively master Daxko Operations tools and systems.  Serve as a Daxko Operations Administrator for the organization.
  • Effectively utilize and implement Daxko Engage initiatives as outlined by strategic goals.
  • In collaboration with the Healthy Living Department, provide strategic direction to the Membership Department to create a cohesive and consistent member experience.
  • Partner with the Marketing/Development Department to ensure effective membership promotion and community outreach. Create and implement member acquisition strategies that meet the established membership growth goals and objectives.
  • Engage and build collaborative relationships and membership opportunities with community organizations.
  • In collaboration with the VP of Membership & Healthy Living and the VP of Finance, develop and manage the annual membership department budget. Demonstrate sound fiscal management skills.
  • Participate on the Y Membership Committee and any other committees/task force as assigned.  Assist in special events.
  • Organize membership events at the YMCA and represent the YMCA at community events as needed.
  • Assist in creating a cause driven and member-focused culture.
  • Collaborate with other departments and assist as needed.
Cause-Driven Leadership Competencies

Mission Advancement: Models and teaches the Ys values. Ensures a high level of service with a commitment to changing lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fundraising. 

Collaboration: Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance and support.

Operational Effectiveness: Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through engagement of team. Holds staff accountable for high-quality results using a formal process to measure progress. 

Personal Growth: Shares new insights. Facilitates change, models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology; demonstrates emotional maturity in working with members, staff and the general community.