Director of Member Services

Description

The Westfield Area YMCA is a nonprofit human service organization dedicated to developing the full potential of every individual and family in the communities it serves through programs that build healthy spirit, mind and body for all. 

To be considered for the position, you must submit your application/resume by March 7, 2025.

We are looking for a Director of Member Services to oversee the Membership Unit of the Westfield Area YMCA operation with regards to:  the development and administration of the Westfield Area YMCA’s membership budget, the overall quality and delivery of membership services, the attainment of new membership and program enrollments, member retention, conversion expectations and an exceptional level of member satisfaction. The incumbent will also directly supervise the Assistant Directors of Member Services and all other membership staff including Team Leaders, Building Supervisors, Membership Engagement Ambassadors; support the Association Risk Management Program and demonstrate a commitment to the Y’s four Core Values of Caring, Honesty, Respect, and Responsibility.  

Compensation & Benefits:

• Salary Range:  $54K - $70K per year, commensurate with education/experience
• Subsidized medical, dental, and vision insurance
• 100% contribution towards basic life insurance and long term disability
• Optional life and dependent life insurance available at low rates
• Paid Time Off and paid holidays
• Complimentary YMCA Family Membership
• Access to one of the leading retirement programs “Y Retirement Fund” with a 12% company contribution to the fund after meeting the eligibility period.
• A rewarding career with professional growth
• Credit Union, YMCA and YPN Membership, and Service Club Dues.

Essential Functions: 

Membership: 

• This role is responsible for the overall success of the membership unit/operation.
• Ensure coverage of the membership unit/operation at all times. Ensures crossover training of key membership staff to ensure adequate knowledge/coverage of all Membership responsibilities at all times. 
• Ensure that all Membership transactions/tasks/procedures are conducted in accordance with membership department/ Association policies and procedures.
• Prepare monthly Business Reports/recovery plans for the Membership Unit.
• Is directly responsible for the bank draft decline collections. 
• Investigate and oversee third-party memberships and insurance programs.
• Act as an ambassador for the Westfield Area YMCA, assisting with friend-raising and fundraising. 
• Work with the Assistant Director of Member Services in Cranford to help increase membership at the Cranford Y location. 
• Participates in community events, i.e. street fairs, Chamber of Commerce, etc. 
• Support the Marketing Director and ensure optimal use of the membership and program promotions and marketing resources to realize new and renewal objectives.
• Perform any additional membership/leadership duties assigned by Assistant Vice President of Member Services & Programs, COO or designee.

Quality Assurance/Risk Program:

• Be responsible for comment cards, secret shoppers, member surveys, participant evaluations and quality checks. 
• Oversee the building supervisor shift report functions and respond as needed to any issues in a timely manner.
• Provide support to ensuring the successful delivery and administration of the Association Risk Management Program.
• Complete walk through of buildings frequently to ensure a safe environment for all members. 

Training: 

• Work with the Assistant Vice President of Member Services & Programs to plan and deliver all required membership staff trainings especially related to the association CRM software system.
• Create tools to help Membership staff learn new ways of implementing new policies. 
• Make recommendations to the Assistant Vice President of Members Services & Programs and the COO/CEO in expanding, developing, and updating the Member Services as trends, members and facilities demand. 
• Attend YMCA training courses sharing the knowledge with appropriate staff. 
• Maintain and expand personal skills with regard to excellent Member Service. 

Community/Volunteer Development:   Serve as a staff member on the Membership/AOA and Program Overview Committee.  Establish collaborations/partnerships with other community agencies/organizations to more effectively serve members.   

Building Supervision:

• Recruit, train and supervise all part-time building supervisors.
• Ensure adherence to the facilities SOP’s related to building operation during Building Supervisor staffed hours.
• Create the Manager on Duty schedule ensuring management adherence to SOP expectations.

Budgeting:  Assure the development and administration of Unit budgets in all facets to ensure the financial health of the Member Services Department. This also includes membership rates, bank draft, staff’s salary line as well as additional revenue through merchandise promotions, membership and program enrollments, and expenses.

Personnel:  

• Administer and supervise the implementation and delivery of services provided by Membership and the Building Supervisors staff. 
• Recruit, develop, and oversee staff in all assigned areas 
• Ensure that member services department staff are fully trained in all aspects of their jobs, including all SOPs, job-specific tools and have the resources they need to be successful.
• Maintain fully staffed service areas within budget guidelines and review and evaluate staff's performance according to guidelines. 
• Administer salary increases based on current salary administration plan. 
• Ensure successful delivery and maintenance of quality standards for success, Emergency Procedures, and all other required Y trainings for employees.
• Oversee all Personnel expectations of assigned Membership and Building Supervisors staff.

Risk/Facility Management:  All Staff are responsible for assuring the safety of Y members/ participants and for the care, maintenance and safety of all Y facility/program environments.  In addition, all staff are required to report accidents/incidents/emergencies, in accordance with Westfield Area YMCA standard operating policy within 24-hours to the Executive Director, Risk Manager and/or designee. Staff must also adhere to YMCA confidentiality requirements related to all reported incidents.

Quality Assurance:  All staff are expected to plan, deliver, and maintain quality programs, facilities and program environments. Staff will be expected to follow YMCA best practices for their program/membership discipline and to meet or exceed Westfield Area Y’s expectations.

Trainings/Staff Meetings:  Attend and participate in staff meetings and all mandatory trainings (Blood borne Pathogen, Child Abuse Prevention, New Staff Orientation, etc.) within the specified timeframes. Maintain and renew YUSA Leadership Certification, ASHI Basic Life Support (BLS) for Healthcare Providers, ASHI Basic First Aid certifications and ASHI Oxygen or equivalent.

Other Functions:  Fulfill any additional responsibilities as delegated by supervisor or COO. 

End Result:  The Membership Department, under the direction of the Director of Members Services will represent itself to the community in a professional, caring manner. The execution of the Membership functions will be of high quality and of an exemplary nature. The Director of Member Services will continually work toward meeting the needs of the members and the Westfield Area YMCA’s service area.  The effectiveness of the Director of Member Services’ job performance is measured by the degree to which the departments and membership flourishes, including membership retention and recruitment, sound administration and coordinated member appreciation, cleanliness of the facilities, outstanding safety record, good public relations, sound financial position, good records and high staff morale. 

Requirements

• Bachelor’s degree required, preferably in business or marketing
• Must have a minimum of three years of supervisory experience
• Past YMCA experience and a YMCA Multi-Team Leader Certification is desirable. 
• Must have experience managing budgets.  
• Must be proficient in problem solving and decision-making abilities, financial aptitude, and supervisory skills. 
• As a condition of employment,  must have and maintain ASHI Basic Life Support (BLS) for Healthcare Providers, ASHI Basic First Aid and ASHI Oxygen or the equivalent. We offer these trainings on-site, if needed.

The position is heavily weighted on the human relations side. The Director of Member Services must be able to establish and maintain harmonious relationships with YMCA members, staff, volunteers, supervisors, business associates, vendors and the general public. The incumbent must demonstrate strong abilities in staff leadership/management, fiscal administration, membership and program enrollments, member service, YMCA operations, organizational skills, and excellent written and oral communications. The incumbent must also be proficient in computer technology with strong skills in Microsoft Excel. 

Salary : $54,000 - $70,000