Membership Director

Overview

Requisition Number:
9392
Date Posted:
6/10/2020
Location:
Wheeler Regional Family YMCA
Address:
149 Farmington Avenue
City:
Plainville
State:
CT
Category:
Member Services
Employment Status:
Full-time

Description

 

Responsible for the overall planning, development, implementation and follow through of the Membership Sales and engagement process and providing leadership and direction to the Membership staff for assigned branch. Ensures that all Membership strategies and procedures are implemented at the branch level and acts as a champion and spokesperson for the GHYMCA membership initiatives in the community.

 

ESSENTIAL FUNCTIONS:

  • Creates a warm and welcoming environment for all who enter the building, communicate and build relationships with members
  • Leads Membership team with positive, ‘can do’ attitude, ensures policies and procedures are followed and creates opportunities to increase staff engagement
  • Fosters a climate of innovation and engagement, ensuring that all sales and net activity goals are met
  • Implements strategies that support the recruitment of new members and retention of current members and meet related goals
  • Acts as lead for member value added child watch service areas which enhance and have a positive impact on member satisfaction
  • Recruits, hires, trains, supervises, provides professional development opportunities and when necessary, terminates all Membership staff, provide supervision to other staff as needed (i.e. Child Watch or Amazing Kids)
  • Develops and maintains budget, monitors expenses and generates reports as needed
  • Manages financial assistance budget, reviews and approves financial assistance awards.
  • Monitors payroll expenditures and ensures that they are within budget, takes appropriate steps to address issues as identified
  • Identify membership trends, provide solutions to improve collections
  • Develops and implements membership sales and retention plans, including marketing and promotion
  • Utilize software systems to set up programs, run and analyze reports
  • Resolve member complaints in a positive and expedient manner
  • Monitor member satisfaction via surveys, recommend/implement changes to increase satisfaction ratings
  • Ensure proper signage/marketing/branding
  • Develops and distributes all membership communication and marketing pieces in accordance with Association guidelines
  • Implement and monitor branch social media platforms in accordance with Association guidelines
  • Represents the GHYMCA in business and community groups, develops working relationships with local business/community groups
  • Develops and implements recognition program for members
  • Develops and implements processes and procedures to ensure high quality customer service
  • Prospects, secures and services Corporate memberships
  • Plan and attend new member acquisition and current member retention events
  • Plan and organize team meetings
  • Coordinate/participate in fundraising activities
  • Final approval for any membership refunds
  • Act as Director on Duty as assigned
  • Attend meetings as assigned
  • Other related duties as assigned

Minimum Requirements

 
  1. High school diploma required, Bachelor’s degree in related field preferred.
  2. Three-five years experience in a sales role, previous customer service experience and with at least one year of supervising others preferred.
  3. Communicate clearly and concisely, verbally and in writing.
  4. Computer skills required, including ability to learn new software, running reports and analyzing data.
  5. Represent the YMCA in a mature and professional manner, and use a customer focused approach to resolve concerns.
  6. Establish and maintain cooperative relationships with members, staff, and others contacted in the course of the work.
  7. Ability to work well under pressure with multiple competing priorities.
  8. Exercise good judgment, flexibility, creativity, and sensitivity in response to changing situations and needs.

 

PHYSICAL REQUIREMENT:

  • Must be able to stand for long periods of time as well as work and train on a computer
  • Must be able to bend and stoop occasionally.
  • Must be able to lift up to 20 pounds occasionally.

 

 

 

AA/EOE/M/F/D/V