What are the responsibilities and job description for the Easton Family YMCA Membership Director position at Young Men's Christian Association of the Chesapeake, Inc?
POSITION SUMMARY:
Under the direct supervision of the Associate Executive Director the Member Engagement Director is responsible for the cultivation of relationships between YMCA members and the team at our facility. Key responsibilities include providing great tours and respective training for staff, engaging members at the point of contact to ensure proper connectivity to the facility and programs, and direct presence at point of cancelation in an effort to save and/or retain all members. The incumbent will also be responsible for budget development and implementation, retention, working with other Directors of the branch, external outreach, relationship building, creating systems for consistency in the department, and staff development. The Membership Engagement Director, with the Associate Executive Director, is responsible for creating new opportunities for growth in membership sales and retention.
ESSENTIAL FUNCTIONS:
- Recruits,
hires, trains, develops, evaluates and supervises membership and Child
Watch staff. With help of Associate Executive Director, creates a process
to onboard new staff members to create a path for their success within
their first 90 days of employment. Schedules membership and Child Watch
staff and makes adjustments as necessary based on branch revenue and
expenses.
- Gives
tours and trains staff utilizing the Association tour card while using
Listen First skills focused on individual member needs to support them in
their Health and Wellness journey. Closes the sale to convert tours to
YMCA memberships.
- Attends
local community outreach events for the purpose of developing prospects,
including attending local health fairs and events.
- If
on site, personally meets with all individuals coming to YMCA for
cancelation. If unavailable,
personally follows up with cancelled members to determine reason for
cancellation and work through a plan of saving said memberships.
- Champions
Smart Start process by connecting with every new unit that joins our
YMCA. Ensures effective engagement
where all members are familiar with detailed aspects of our facility and
the opportunities provided to them.
Through this process, works to connect like members to each other
to provide accountability for initial join reasons. (Smart Start process will be defined
prior to start)
- Enhances
current member appreciation through monthly events that develop connection
between branch staff and members.
Provides detailed reports on key connections of membership base to
share at staff meetings including upcoming birthday’s, family changes, child
births, etc.
- Assists
in fundraising efforts by recruiting 50 new donors in 2017 and 25 new
storytellers in 2017. These numbers
will respectively grow by 50% in 2018, 40% in 2019 and 25% in 2020. Develop process for member ask at point
of sale to increase participation rate of member giving in 2017.
- With
help of Associate Executive Director, offers input on preparation and then
conducts performance reviews for staff in membership and Child Watch.
- Under
guidance from Associate Executive Director, personally takes ownership of
reporting follow through specifically on access denied scans, annual
renewals, MIA Facility usage, members set to term. Part time membership staff will play an
active part in ownership of these reports under Membership Director
supervision.
- Supports
current structure of membership processes by staff members including daily
deposit, transaction checks, raptor checks, mail, filing, etc.
- Ensures
proper implementation of front desk procedures. Reviews and updates desk
procedures and communicates changes to staff. With help of Associate Executive
Director, creates 12 month in person training plan at welcome center to
hone skills of all staff.
- Responds
to member and staff concerns (ie. comment cards, walk-ins, calls) to
provide resolution in a timely manner.
- Serves
as the Branch liaison to the Association’s Membership team; attends and
participates in meetings. Prepares required information and gathers data
for the membership promotions and membership staff meetings.
- Attends
trainings, seminars and conferences related to membership, including sales,
prospecting, marketing and retention trainings with prior approval of Associate
Executive Director based on available training funds.
- Includes
personal time at welcome center to ensure effective leadership and
connection with membership base.
QUALIFICATIONS:
- Bachelor’s Degree or equivalent experience.
- Must be able to access data (e.g., Daxko), translate the meaning and provide actionable next steps based on the numbers; actions should be fact-based.
- Must be a problem solver and have a proven track record of complaint resolution.
- Strong interpersonal skills with the ability to build rapport and credibility quickly.
- Entrepreneurial spirit with the ability to work in highly flexible, rapidly changing and ambiguous work environment.
- Must have excellent written and verbal communications skills.
- Ability to work a variety of hours, including evenings and weekends.
PHYSICAL DEMANDS
- Ability to perform all physical aspects of the position; including walking, standing, bending, reaching, and lifting.
