Assistant Director: Membership

Member Services

Cultivate member relationships – with the goal of moving members through casual, connected, committed cycle. This includes cultivating members for volunteers.  
Provide excellent customer service to members and non-members, act as an example and role model for staff.  
Create and maintain member program culture that promotes the YMCA’s mission, vision, and core values.  
Maintain a positive and respectful manner of communication with members. Work with Marketing Director to develop and refine membership communications, including emails, letters, newsletters and paperwork.  
Demonstrate cultural competencies and respect for all people’s backgrounds by incorporating cultural, linguistic, and familial values and beliefs into the program and culture of the YMCA.  
Model positive adult-to-child and adult-to-adult interactions and foster an atmosphere of respect for children and adults. Commit adequate resources to develop and facilitate appropriate relationships with and between members.  
Support registration process for program registrations and Camp registrations.  

Fiscal Management/Administrative

Manage specialty membership including AARP, BTBP, Military, Corporate, Reciprocity and AWAY.  
Responsible for Membership department administrative work, including completing Scholarship paperwork double checks, communications regarding Annual Renewals (letters, phone calls and emails), and category age-out letters. 
Responsible for managing front desk supplies, including ordering paperwork, office supplies and merchandise for resale; including printing forms and updating paperwork as needed.  
Responsible for managing pending files, National/State Reciprocity binders, general desk organization, and cleanliness.  
With the Membership Director, develop, manage, and supervise the membership budget. Monitor and make changes appropriately.  
Meet and exceed monthly/annual Membership Goals.  

Personnel

Creation and management of all membership department staff schedules, including managing open shifts and assisting with coverage for staff.  
Shared responsibility with the Membership Director in the supervision of front desk including collaboration in hiring, development, training and mentoring new hires on all Y job-related policies and procedures, discipline, regularly evaluating and involuntary terminations.  
Drive a member-engagement culture through a team-based structure that encourages relationships and provides opportunities for members to become involved, serve, and lead YMCA programs. 
Plan and conduct quarterly Membership Staff meetings and other staff training meetings as necessary.  
Assist the Membership Director in holding staff to a high standard of member service and engagement.  
Prepare staff teams as the “knowledge experts” regarding Y programs and services  
Coordinate payroll processes for staff members and ensure accuracy in payroll timekeeping, policies, and procedures.  
Provide needed feedback to staff regarding performance.  
Ensure fair and equal treatment of others.  
Develop plans and strategies to ensure that staff and volunteers reflect the demographics of the community being served.  

Communication and Customer Service

Maintain a positive and respectful manner of communication with members, including production and promotion of emails, letters and newsletters, including updates as necessary. 
Assist with positive and timely interdepartmental communications, including in-person communication, phone calls, emails and newsletters. 
Responsible for all aspects of customer service as it relates to front desk and including addressing all inquiries and complaints in a timely and thorough manner.  
Meet with supervisor, as needed, providing updates on membership. Keep supervisor informed of any important information and provide regular status updates.  
Use abilities such as attention to details, multitasking, and strong oral, auditory, and written communication skills to interact with adults and children daily.  
Demonstrate poise and professionalism with staff, members, parents, participants, community members and others.  
Must work closely with other departments to ensure effective communication, cooperation, and good customer service throughout the association.  
Represent the YMCA in the community as well as in collaborations and coalitions.  
Develop and execute systems that ensure members feel welcome and actively respond to the results. 
Monitor and strengthen key drivers, member loyalty, cleanliness, friendliness, and value for the cost.  

Other

Support the mission, vision and goals of the Ann Arbor YMCA; promote character development and the values of caring, honesty, respect, and responsibility in the Open Arms program. 
Promote the value of diversity and the importance of being an inclusive organization to others inside and outside of the organization.  
Keep the safety of members, especially children, as the priority; know how to recognize suspected Child Abuse and Neglect and reporting procedures, as required by the State of Michigan and the Ann Arbor YMCA. Stay updated on emergency procedures and act as a lead in emergency procedures management when needed. 
Participate in the Ann Arbor YMCA annual fundraising campaign; participate in other community events and fundraisers as required. 
Offer feedback to the Membership Director in evaluation of the Financial Assistance Program and Membership Department. Feedback should be intended to improve the services we provide. 
Provide back-up support and coverage for the Membership Director as needed. This includes acting as a go-to for the desk, completing tasks and responsibilities as assigned.  
Special projects as assigned. This is not intended to be all inclusive. The employee will also perform other reasonably related business duties if requested by the supervisor.