Membership Experience Director

The Newton YMCA is looking for a Cause-Driven Leader with a passion to help strengthen their community!

Job Description

Under the supervision of the Operations Director, and in harmony with the mission and purpose of the established policies and goals of the Newton YMCA, the Membership Experience Director is accountable for driving membership acquisition, engagement, and facility retention. The incumbent will provide direction and enthusiasm in the development, retention, and promotion of membership in the community and within the Y. With emphasis on ensuring the highest quality service to members and guests, the Membership Experience Director will work closely with other center leaders in efforts to welcome, connect, support, and engage all members, guests, and staff.

Qualifications

• High School or GED and (4) years people and/or program management experience or bachelor’s degree in a related field and two (2) years supervisory experience.
• Must have the ability to interact with people from all ethnic backgrounds, ages, and lifestyles. Prior program and people management experience preferred.
• Must have working knowledge of computers and experience with a variety of software applications.
• Must possess good written and verbal communication skills.
• Certification in CPR/First Aid/AED/O2 required within 60 days of hire.
• Must be able to obtain within 30 days of hire completion of Child Abuse Prevention (CAP), working with Program Volunteers, CPR, First Aid, AED, Bloodborne Pathogens training.
• Satisfactory completion of a criminal background check.
  
  

Essential Functions

• Supports the mission, vision and goals of the YMCA. Recruit, hire, train, develop, schedule, supervise, and evaluate the member experience department and employees and volunteers.
• Develop and implement a member engagement plan that includes all departments within the YMCA branch. The engagement plan effectively defines weekly strategies implemented by the Member Experience Director, the membership department staff team, and other branch staff to establish a Culture of Excellence for all
• Promotes a professional work environment through character development by modeling the values of caring, honesty, respect and responsibility. Holding staff accountable for high-quality results using a formal process to measure progress.
• Leads in a manner that advances our cause to strengthen the foundations of community through programs that focus on youth development, healthy living and social responsibility.
• Promotes and participates in facility task forces, committees and/or workgroups to promote unity within the YMCA branch.
• Promotes and participates in YMCA fundraising efforts to include Annual and Capital Campaigns.
• Provide leadership to any defined board or volunteer initiatives for the branch.
  
  

Membership Enrollment, Engagement, and Retention

• Develops and implements annual membership growth (net) and retention goals and objectives to include monthly, weekly and long-term action plans.
• Coordinate marketing efforts to maximize enrollments and provide ongoing support to the Operations Director and Department Directors on related issues.
• Drives membership enrollment including meeting/exceeding net and revenue goals.
• Identify, document, and follow up with potential members of the Newton YMCA.
• Gives prospect tours and coaches staff through effective Mission driven tour techniques.
• Reviews and monitors enrollment key performance indicators to measure goals, membership inquiries, appointments, tours, follow-up calls, closing ratios, etc.
• Owns member/guest experience ensuring satisfaction and engagement. Works with other facility leadership to ensure members receive the best experience.
• Defines and supports the member journey and touchpoints.
• Collaborates leadership team members to market on web and/or social media communications and engagement.
• Plans, organizes, and attends community events as part of awareness and recruitment strategy.
• Plans, organizes, and implements member services and community special events.
• Develops and/or coordinates special events, presentations, seminars, and membership promotions with the YMCA and the community.
• Promotes financial assistance program to membership to ensure those in need can participate in the YMCA. Evaluates and approve all assistance applications.
  
  

Member Administration

• Prepares and administers annual membership budget, making revisions necessary to meet or exceed budget guidelines.
• Runs key performance indicators weekly, or as otherwise defined, relative to the member experience. Works with Operations Director and facility leadership staff to increase performance in KPI-identified areas.
• Leads team through daily business and administrative functions as it pertains to membership, including but not limiting to membership reporting, collection, sales, and cash handling in adherence to the YMCA policies and procedures.
• Collaborates with Director of Finance and others to ensure seamless processing of member transactions and administration.
• Leads team to ensure member accounts and other administrative tasks are up-to-date and accurate.
• Oversees the center’s daily work through closeouts, end of days, and daily bank deposits.
  
  

Cause-Driven Leadership Competencies

• Hires, develops motivates and retains a committed Membership team passionate about the YMCA’s mission and service to members.
• Holds regular one-on-one meetings with all staff members to learn about, gauge satisfaction, and provide career development coaching/training.
• Holds regular department staff meetings to train, coach, role-play, and provide updates on center and association-initiatives.
• Completes all job-related, supervisory, and other trainings as required.
• Ensures all members, guests, and program participants are in a safe environment and actively follow branch Emergency Operations Plan (EOP).
• Actively participates in facility leadership activities (to include Director on Duty and occasional special events) as determined by the Operations Director.
  
  

Required Certifications

• Certification in CPR/First Aid/AED/O2 required within 60 days of hire.
• Must be able to obtain within 30 days of hire completion of Child Abuse Prevention (CAP), working with Program Volunteers, CPR, First Aid, AED, Bloodborne Pathogens training.
• Satisfactory completion of a criminal background check.