Job Description
Job Description
POSITION SUMMARY
The Director of Membership is responsible for overseeing all aspects of Membership Services. This position is responsible for handling implementation and execution of membership sales strategies, membership retention and recruitment efforts, and managing Membership Desk operations.
A primary responsibility of this and all other jobs at the JCC is to ensure by whatever rational and reasonable means necessary that each and every member, guest and
visitor leaves the JCC feeling just a little better than when they arrived.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Membership Sales
- Oversees membership sales, assures timely follow-up with prospects and ensures proper membership representation in the facility
- Conducts or assigns team members to provide membership tours
- Recruit new members, including Prime and Silver Sneakers categories and corporate memberships
- Works closely with Fitness and Communications Departments to develop sales strategies, membership / fitness promotions and membership activities
- Remains current with competition in the market and local, as well as national, industry trends
- Assesses membership trends and shifts in both recruitment and retention through analysis of reports and by knowing the competition
- Assesses, defines and requests the appropriate resources (financial, personnel, etc) needed to achieve sales goals
- Communicates effectively with all departments regarding Membership sales initiatives
Membership Retention
Oversees retention efforts which includes : making calls for renewals and new member welcomes, responding to cancellations (feedback and prevention), handling membership changes (units in household, category, etc.), answering all calls and complaints in a timely fashion, and making random calls to reach out to membership and to upsell programs and servicesCollaborates with the Communications Department to plan, prepare and execute all membership special events including membership parties, breakfasts, movie nights, annual meetings, United Way and other community eventsAvailable to assist with elevated member questions and concerns mirroring our core values in every interactionFacility Rentals & Birthday Parties
Responds to queries within 24 hours (unless holidays / weekends) manner by qualifying and offering solutions to clients’ needsIssues contracts and follows through on deposits and final paymentsAssists Senior Director of Member Experience with forecasting and budgetOrganizes security, event hosts, technicians and any other customer service requirements the client may haveManages the tracking system for external bookingsLiaise with facility operations staff regarding room set-ups and takedownsResponsible for assuring rooms are set up correctly and dismantled correctly and are presentable and organized for clientRecruits and trains existing staff to work as Party HostsSends surveys to clients after events to evaluate our servicesBudgeting
Develops action plans to achieve the membership revenue budget and retention numbersDevelops annual departmental budget; generates and interprets reports to track and achieve annual goals, objectives and budgetsMaintains accurate membership records of all activitiesProvides oversight and administration of requests for financial assistanceProcesses responses to scholarship requests as a member of the scholarship committeeAdministration & Staff Supervision
Oversees supervision of Membership Staff and ensures coverage of Welcome Desk during all operational hoursEnforces JCC behavior codes among members and guestsProvides and enforces customer-first service standardsSchedules ongoing customer service, safety, and other pertinent training for direct sProvides building coverage / manager on duty as assignedEvaluates requests for donations of JCC Memberships / Services from other organizations and makes recommendations to the CEOCommunity Outreach
Develops working relationships with colleagues at non-profit institutions, synagogues, schools, businesses, community organizationsAttends and participates in United Way and other community eventsGeneral
Meets weekly with Supervisor (or more frequently as necessary)Completes periodic in-person check-in evenings, weekends and holidays in rotation with Fitness / Aquatics / Sports staff to ensure proper supervision and oversight of staffParticipates in staff meetings, board of director meetings and professional training as appropriateCommunicates effectively and professionally with all constituent groupsDevelops and maintains strong working relationships with other departments to achieve overall agency goalsOther Duties as assignedQUALIFICATIONS
Education / Experience
Bachelor’s degree in a related field preferred2 years experience membership-centered organization2 years experience supervising staffKnowledge / Skills / Abilities
Strong understanding of Jewish customs and traditionsExcellent interpersonal skillsAbility to communicate effectively and diplomatically with staff members as well as members of the communityAbility to deliver best-in-class customer servicePlanning skills including team building and conflict resolutionAbility to work well with teams as well as working independently with moderate to minimal supervisionAbility to work flexible hours as neededProblem-solving skillsAbility to commit to the mission of the JCC and the Jewish values that guide our communityAbility to inspire the teamInterpersonal, Customer Service & Communication Skills
Requires ability to effectively communicate JCC mission to staff, members. vendors and volunteersRequires high-level skills in customer service / member careExemplifies personal qualities of integrity, credibility and unwavering commitment to the JCC’s missionWORK ENVIRONMENT
This job requires high energy and interaction with staff and members of the community. There is a need for quick decision-making and accountability for actions.
EEO STATEMENT
At JCC Indianapolis, our mission is to provide inclusive experiences that lead to personal growth and community building. We embrace and serve a diverse community, bringing together the best of multiple generations, cultures, religions, skillsets and thinking. We also know that the more inclusive we are, the better our community will be . As an equal opportunity employer, we stay true to our mission by ensuring that the JCC can be anyone’s community.
We are committed to inclusion across race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches and diverse points of view.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
