Director of Membership

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 services
• Collaborates 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 events
• Available to assist with elevated member questions and concerns mirroring our core values in every interaction

Facility Rentals & Birthday Parties

• Responds to queries within 24 hours (unless holidays/weekends) manner by qualifying and offering solutions to clients’ needs
• Issues contracts and follows through on deposits and final payments
• Assists Senior Director of Member Experience with forecasting and budget
• Organizes security, event hosts, technicians and any other customer service requirements the client may have
• Manages the tracking system for external bookings
• Liaise with facility operations staff regarding room set-ups and takedowns
• Responsible for assuring rooms are set up correctly and dismantled correctly and are presentable and organized for client
• Recruits and trains existing staff to work as Party Hosts
• Sends surveys to clients after events to evaluate our services

Budgeting

• Develops action plans to achieve the membership revenue budget and retention numbers
• Develops annual departmental budget; generates and interprets reports to track and achieve annual goals, objectives and budgets
• Maintains accurate membership records of all activities
• Provides oversight and administration of requests for financial assistance
• Processes responses to scholarship requests as a member of the scholarship committee

Administration & Staff Supervision

• Oversees supervision of Membership Staff and ensures coverage of Welcome Desk during all operational hours
• Enforces JCC behavior codes among members and guests
• Provides and enforces customer-first service standards
• Schedules ongoing customer service, safety, and other pertinent training for direct s
• Provides building coverage/manager on duty as assigned
• Evaluates requests for donations of JCC Memberships/Services from other organizations and makes recommendations to the CEO

Community Outreach

• Develops working relationships with colleagues at non-profit institutions, synagogues, schools, businesses, community organizations
• Attends and participates in United Way and other community events

General

• 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 staff
• Participates in staff meetings, board of director meetings and professional training as appropriate
• Communicates effectively and professionally with all constituent groups
• Develops and maintains strong working relationships with other departments to achieve overall agency goals
• Other Duties as assigned

QUALIFICATIONS

Education/Experience

• Bachelor’s degree in a related field preferred
• 2 years experience membership-centered organization
• 2 years experience supervising staff

Knowledge/Skills/Abilities

• Strong understanding of Jewish customs and traditions
• Excellent interpersonal skills
• Ability to communicate effectively and diplomatically with staff members as well as members of the community
• Ability to deliver best-in-class customer service
• Planning skills including team building and conflict resolution
• Ability to work well with teams as well as working independently with moderate to minimal supervision

• Ability to work flexible hours as needed
• Problem-solving skills
• Ability to commit to the mission of the JCC and the Jewish values that guide our community
• Ability to inspire the team

Interpersonal, Customer Service & Communication Skills

• Requires ability to effectively communicate JCC mission to staff, members. vendors and volunteers
• Requires high-level skills in customer service/member care
• Exemplifies personal qualities of integrity, credibility and unwavering commitment to the JCC’s mission

WORK 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.