Membership Director

POSITION SUMMARY:

Serves and supports both our internal and external members, creating meaningful relationships that promote growth and development. Provides a quality experience to members focused on YMCA core values: honesty, respect, responsibility, and caring.

ESSENTIAL FUNCTIONS:

• Provide leadership for the continued improvement of all membership services including member and program participant relations.
• Hire, train and schedule staff accordingly for the needs of the branch.
• Coordinate branch specific membership engagement events and incentives to build retention and increase member experiences.
• Work with Executive Director to meet branch and Association goals for member acquisition and retention.
• Ensure progress to reach or succeed departmental goals as directed by supervisor.
• Build relationships with members; help members connect with one another and to the YMCA. Support Annual Campaign and participate in assigned functions of fund-raising.
• Liaison for internal and external member needs/concerns such as comment card and termination tracking.
• Respond to all member and community inquiries and complaints in a timely manner.
• Attend staff meeting and complete YMCA specific training/certifications as directed.

YMCA COMPETENCIES (Team Leader):

Mission Advancement: Models and teaches the Ys values. Ensures a high level of service with a commitment to changing lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund-raising.

Collaboration: Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance and support.

Operational Effectiveness: Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.

Personal Growth: Shares new insights. Facilitates change; models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

QUALIFICATIONS:

• Associates degree or equivalent education and experience.
• One to two years experience working in a nonprofit agency preferred.
• Strong oral and written communication, customer service and problem-solving skills.
• Organizational and supervisory skills, a good understanding of team leadership, project management, administrative procedures, income production and expense control, maintenance of accurate records and point of sale systems.
• Completion of: Child Abuse Prevention for Supervisory Staff; CPR; First Aid; AED; Blood-borne Pathogens within 90 days of hire.
• Work effectively with people of different backgrounds, abilities, opinions and perceptions.

PHYSICAL DEMANDS

Sufficient strength, agility, sight, hearing and mobility to perform essential functions and the ability to lift 40 pounds.

LIST OF DEPARTMENT SPECIFIC DUTIES

Supervisory Responsibilities

• Recruit, hire, train, develop, schedule and direct staff and volunteers as needed.
• Work in collaboration with senior management to review and evaluate staff performance.
• Develop strategies to motivate staff and achieve goals.
• Develop, implement, and sustain a branch specific member experience training program.
• Support development and implementation of program specific volunteer training program. Assist staff in identifying productive and creative volunteer roles.
• Review, approve, and submit staff timecards to payroll department per schedule.
• Track volunteer hours and record appropriately.

Relationship Building

• Demonstrate excellent customer service skills by exceeding member expectations! Consistently welcome every guest who enters the YMCA (by name, if known) and recognize all members and guests upon departure.
• Engage in active listening with members and program participants in order to build relationships, understand individuals goals and interests, and take the initiative to ensure the member has a positive experience.
• Proactively resolve member concerns and when the opportunity presents itself, go above and beyond to exceed expectations.
• Help guests and members experience the YMCA by introducing them to other staff and members. Develop new opportunities for members to interact with one another.
• Understand the mission statement and core values of the YMCA. Model the core values while working and communicating with staff and members.

COMPENSATION:

Paid medical, dental, vision after 90 days of hire. Paid vacation and sick leave. Retirement contribution after two years of service or upon meeting YERDI eligibility requirements. Paid YMCA continuing education/ professional development course opportunities.