What are the responsibilities and job description for the Membership and Family Engagement Director position at YMCA Of Attleboro Norton?
POSITION SUMMARY:
This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. The Member and Family Engagement Director will oversee the day-to-day operations of Member Services as well as create and deliver innovative and value added programming to increase joins, retention and elevate our reputation within the communities we serve. The position has direct responsibility for Member Services, Birthday Parties and our Childwatch program as well as directly provides value added programming focusing on families.
ESSENTIAL FUNCTIONS:
- Understands, supports and is committed to the YMCA cause and our role in the community as a leader in Youth Development, Healthy Living and Social Responsibility and work to ensure a diverse and inclusive culture at the Y.
- Provide excellent service to all members, staff, volunteers and guests and build relationships by using names and initiating conversations.
- Recruit, hire, train, supervise, develop and schedule all employees and volunteers within your department(s).
- Must be knowledgeable in all functions of the Member Services Desk and be able to complete program and membership enrollments, membership cancellations and all other member service duties with an ongoing focus on improvement.
- Manage Member Services and Family programs scheduling and monitor vacant shifts for vacations, illness and no shows. Lead, direct and/or teach activities/classes/shifts for which employees or volunteers cannot be secured.
- Follow all policies and procedures as set forth in the employee handbook, director handbook, department handbook and the emergency response plan manual as well as actively participate in management team meetings and committees as assigned.
- Develop your department’s annual budget; monitor and make adjustments as needed.
- Complete and approve payroll for your department as outlined in the payroll guidelines.
- Conduct annual performance reviews on all employees within your department.
- Collaborate with other directors, Y’s and community groups.
- Lead staff meetings to keep Member Services and Family and Childwatch staff advised and informed of all program offerings, class scheduling, membership changes, policies, etc.
- Work closely with the Marketing and Communications Director & Supervisor to develop and implement a year-around ongoing membership promotion program and plan.
- Work with local business partners and the Community Wellness Director to foster and grow the corporate membership program.
- Closely monitor monthly and annual membership statistics and produce reports needed for staff and volunteer boards and committees.
- Take any necessary actions in relation to accidents and incidents that occur within the Downtown facility.
- Perform other related duties as assigned by your supervisor or CEO.
LEADERSHIP COMPETENCIES:
- Engaging Community: Builds bridges with others in the community to ensure the Y’s work is community-focused and welcoming of all, providing community benefit.
- Collaboration: Creates sustainable relationships within the Y and with other organizations in service to the community.
- Communication & Influence: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y’s cause.
- Inclusion: Values all people for their unique talents, and takes an active role in promoting practices that support diversity, inclusion, and global work, as well as cultural competence.
- Critical Thinking & Decision Making: Makes informed decisions based on logic, data, and sound judgment.
- Fiscal Management: Manages the Y’s resources responsibly and sustains the Y’s nonprofit business model.
- Functional Expertise: Executes superior technical skills for the role.
- Innovation: Creates and implements new and relevant approaches and activities that improve and expand the Y’s work and impact in the community.
- Program/Project Management: Ensures program or project goals are met and intended impact occurs.
- Developing Self & Others: Develops self and supports others (e.g., staff, volunteers, members, program participants), both formally and informally, to achieve their highest potential.
- Emotional Maturity: Demonstrates ability to understand and manage emotions effectively in all situations.
QUALIFICATIONS
- Bachelor’s degree in a related field
- Minimum three years of YMCA experience or in a customer service field
- Experience creating, delivering and managing innovative programs that enhance the member experience
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community while articulating the YMCA’s purpose and mission and demonstrating the YMCA’s character values
- Listen First Training
- Excellent cash handling skills
- Excellent human relation skills and an ability to maintain positive communication with staff and members
- Ability to address and make solid decisions in emergency situations
- High level of confidentiality
- Excellent verbal and written communication skills including telephone etiquette
- CPR/First Aid Certification within 3 months
- Ability to respond to safety and emergency situations
- Supervisory experience a plus