Membership Services Director

Directs all aspects of Membership Services includ recruitment & retention, new member onboarding, and the supervision of service staff.
Job Description

 

Directs all aspects of Membership Services for the YMCA of McCook. Primary duties include membership recruitment and retention, new member onboarding, and the supervision of subordinate staff. In addition, this position will play a significant role in marketing efforts for the YMCA including but not limited to social media, email communications, and membership marketing campaigns. Develops, plans and implements new procedures and methods to achieve strategic goals within the department. Implements YMCA Best Practices in all aspects of membership. The Membership Services Director will be an integral team player in all areas of the YMCA.

 

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Qualifications
  1. Bachelor's degree in related field preferred or equivalent combination of education and experience.
  2. Two years previous supervisory experience in customer service required.
  3. Experience developing content and campaigns for social media/digital platforms.
  4. Nonprofit experience preferred.
  5. Detail-oriented with strong written and verbal communication skills.
  6. Excellent personal computer skills and experience with standard business software.
  7. Certification in CPR, and First Aid, or acquire within 90 days of hire.
  8. Ability to pass background check.
  9. Ability to make sound, independent decisions.
  10. Ability to relate effectively to diverse groups of people from all social and economic segments of the community.

 

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Essential Functions

 

  1. Stays current with national YMCA trends and program models and implements membership strategies that promote the recruitment of new members and retention of existing members.  Organizes assigned staff to support membership development and retention goals. Identifies and resolves problem areas to ensure member satisfaction.
  2. Creates a member-focused culture and models relationship-building skills in all interactions.  Fosters a climate of innovation and resolves problems to ensure customer satisfaction.
  3. Conducts research and develops peer relationships to meet current membership trend.
  4. Conducts ongoing assessment of staff functions to determine required core competencies and skills; and designs and implements training as needed.  Recruits, hires, trains, develops, schedules and directs personnel and volunteers as needed.  Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals. Subordinate staff to include Service Desk Attendants and Building Supervisors.
  5. Promotes program and membership enrollment in interactions with existing and potential members and in the community. Coordinates with Program Directors on marketing efforts to maximize enrollments and provides ongoing support to on related issues.
  6. Participates in the planning of the annual budget; manages and implements the approved budget for membership and takes appropriate action to correct variances.
  7. Ensures proper implementation of front desk procedures. Reviews and updates desk procedures and communicates changes to staff. Coordinates with the business office as necessary on financial transactions.
  8. Organizes membership drives at community events to promote the YMCA. Develops and maintains collaborative relationships with community organizations.
  9. Implements marketing and online platforms for social media, email, website, and other marketing platforms.
  10. Manages, updates, and maintains membership and program registration data base.
  11. Leads assigned aspects of the Annual Support Campaign.
  12. Participates as an active member of the Membership Committee.
  13. Coordinates use of facilities for program activities and events.
  14. Participates in staff meetings and/or related meetings. Assists in the planning, preparation, and direction of all staff assigned Special Events.
  15. Performs other duties as assigned to assist in the overall successful operation of the YMCA.

 

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Cause-Driven Leadership Competencies

 

Mission Advancement: Models and teaches the Y’s values. Ensures a high level of service with a commitment to changing lives.  Provides staff and volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund-raising.

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. Effectively creates and manages budgets. 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.

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