Similar Positions
Director, Member Engagement
Northwest Family Branch YMCA
Membership Director
YMCA of Western North Carolina Inc.
Assistant Director: Membership
Ann Arbor YMCA
We’re looking for a Membership Director to lead operations and initiatives that promote physical, mental, and emotional well-being.
Job Description
POSITION SUMMARY: This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living, and social responsibility. The Membership Director is responsible for but not limited to: customer centric values, membership growth, participant satisfaction, member and staff retention and safety, staff supervision, onboarding, training, and coaching. As a Membership Director at the Y, you lead an environment that is inviting and serves all.
Qualifications
1. Associate’s degree in related field or equivalent is preferred.
2. Minimum 3-4 years job related experience is required.
3. Pulse 101, Listen First, Advancing Equity: Understanding My Biases, and I Hear You Service with Care trainings must be completed within 30 days of hire.
4. Pulse 201, Cause Driven Tour, Appointment King, Intro to Y’s Cause and Culture, and Y’s Way to Service Engagement trainings.
5. Pulse 301, Dimensions of Diversity, Supervisor’s Role in Conflict Management, and De-escalation trainings.
6. Certifications required within 30 days of hire: CPR Pro and New Leader Orientation.
7. Complete Service Standards training within 60 days of hire.
8. Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
9. Excellent interpersonal, communication, and problem-solving skills.
10. Able to work independently and with minimal supervision. Organized and detail oriented.
11. Adept computer skills in Office 365.
12. Must be able to work flexible hours including evenings, weekend, and holidays.
13. Ability to respond to safety and emergency situation.
Essential Functions
1. Consistently deliver an exceptional customer experience by anticipating needs, personalizing interactions, and proactively finding ways to exceed expectations. Foster a welcoming and inclusive environment by engaging with customers in a friendly, solution-oriented manner, ensuring every interaction leaves a lasting positive impression.
2. Directs and supervises membership to meet the needs of the community and fulfill YMCA objectives. Establishes new relationships and strategies to retain and recruit membership.
3. Recruits, hires, trains, develops, schedules and directs personnel and volunteers as needed. Reviews and evaluates staff performance.
4. Create a customer obsessed atmosphere for members, staff and volunteers.
5. Seek every opportunity to provide outstanding customer service and pleasantries to have an environment inclusive to serve all and enrich the YMCA experiences.
6. Develops strategies to motivate staff and achieve goals. Ensures records of staff certifications are current and complete.
7. Generate high level customer service models and trainings such as secret shoppers, member surveys, and leading-edge methods for feedback and satisfaction.
8. Schedules and processes payroll functions.
9. Develop and meet budget for department.
10. Subject matter expert in Pulse operations for the organization and member engagement.
11. Assists in the marketing and distribution of program information.
12. Assists in YMCA fundraising activities and special events by giving and communicating our cause.
13. Models relationship-building skills (including Listen First) in all interactions. Responds to all member and community inquiries and complaints in a timely manner.
14. Assist with the facilitation of association membership trainings.
15. Assists with cabinet meetings.
16. Performs other duties as assigned.