Member Services Director

YMCA
Salary
$60,000.00
$65,000.00
Resumes Accepted Until
Resume Contact
Human Resources Manager
Alexandria Brim
[email protected]

144 Madison Avenue
Elizabeth, 07201
United States

Come join The Gateway Family YMCA - Rahway Branch as our Member Services Director! 
Job Description

The Gateway Family YMCA – Rahway Branch serves the community with traditional YMCA programs; Preschool Childcare, School Age Child Care, Day Camp, Youth & Teen, Wellness, Aquatics and Arts. The Members Services Director directs all aspects of membership and wellness for the Rahway Branch including recruitment of new members, engagement and retention of existing members, customer service, supervision of Welcome Center and Wellness staff teams and fiscal responsibility for budgets.  This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility.

The candidate must possess the ability to lead the Membership and Wellness Departments and work closely with all Program Departments to provide excellent member services and engagement resulting in strong retention while strategizing, implementing and evaluating all initiatives in new member recruitment and growth. This position also includes an association-wide sales and training perspective, as well as a community service aspect through Shaping Eastern Union County.  The Member Services Director must have a minimum of three years’ experience supervising others, excellent oral and written communication skills consistent with Y branding, excellent follow-through; must possess out of the box thinking, initiative, enthusiasm, good judgment and strong customer service skills.

Qualifications

·        Bachelor’s Degree or equivalent experience in communication, marketing, customer service or related field.

·        A minimum of three years’ supervisory experience in a customer service setting, preferably a YMCA.

·        Excellent oral and written communication skills consistent with Y branding.

·        Creativity and strong commitment to member engagement and socialization

·        High ability to recruit, retain and coach staff, while fostering a positive team atmosphere.

·        Practical experience in planning and managing a budget.

·        Excellent administrative and organizational skills.  Must be detail oriented.

·        Genuine display of strong Listen First skills and outstanding leadership in relationship building, teamwork, and community relations.

·        CPR/First Aid Certification within 60 days.  

·        Proficiency in Microsoft Word, Publisher and Excel.

·        Prior experience with CCC, Daxko or membership CRM preferred.

·        Bi-lingual in English and Spanish is a plus.

Essential Functions

·        Implements membership and wellness strategies that support the recruitment of new members and engagement and retention of existing members.  Creates a member-focused culture and models relationship-building skills in all interactions.  Fosters a climate of innovation and resolves problems to ensure member satisfaction.

·        Develop and implement new innovative cause-driven programming that promotes Youth Development, Healthy Living and Social Responsibility.

·        Responsible for the development, growth and expansion of all wellness programming.

·        Responsible for assuring high standards of program quality and safety in accordance with YMCA safety and risk management policies.

·        Recruits, hires, trains, develops, schedules and directs Welcome Center and Wellness staff team. Reviews and evaluates staff performance.  Develops strategies to motivate staff and achieve goals.

·        Promotes membership and program enrollment in interactions with existing and potential members.  Coordinates program registration, including logistics to support phone inquiries, walk-in and web registrations.

·        Coordinates branch marketing efforts for membership and programs, including program guide, website, social media and sharing stories of impact.  Serves as branch brand ambassador.

·        Participates in the planning of the annual budget; manages and implements the approved budget for membership and wellness and takes appropriate action to correct variances.  Incorporates sales goals and essential reporting.

·        Ensure proper implementation of Welcome Center and Wellness procedures.  Reviews and updates procedures and communicates changes to staff.  Coordinate with the Finance team as necessary on financial transactions including oversight of daily cash reporting, bank draft and insufficient funds.

·        Organizes membership and wellness events at the YMCA and represents the YMCA at community events to promote the YMCA.  Forges strong community relationships and collaborations with other local organizations and businesses.

·        Leads the branch and community partner teams for Chronic Disease programming and Shaping Eastern Union County. Coordinates with the Associate Executive Director to organize and lead the collaborative.

·        Leads assigned aspects of Annual Support Campaign fundraising

·        Weekend and evening hours are required.  Schedule may vary and requires flexibility and availability to attend community events.

·        Perform other related duties as assigned by the Associate Branch Executive Director.

Cause-Driven Leadership Competencies

Mission Advancement: Accept and demonstrate the Ys values.  Demonstrate a desire to serve others and fulfill community needs.  Recruit and build effective, supportive relationships with volunteers. Support fundraising. 

Collaboration: Work effectively with people of different backgrounds, abilities, opinions and perceptions.  Build rapport with staff, members and community partners to advance the mission of the YMCA.  Use Listen First skills to seek understanding and meaning through in person and written communication methods.  Take initiative to assist in the development of others.

Operational Effectiveness: Make sound judgments, and transfer learning from one situation to another.  Embrace new approaches and discover ideas to improve member experience.  Establish goals, clarify tasks, plan work and actively participate in meetings.  Strive to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursue self-development that enhances job performance.  Demonstrate an openness to change and seek opportunities within that change process.  Accurately assess personal feelings, strengths and limitations and how they impact relationships.  Have the functional and technical knowledge and skills required to perform well.  Use best practices and demonstrate up-to-date knowledge and skills.