Membership Engagement and Program DIrector

POSITION SUMMARY: 

The Program Director is responsible for developing, delivering and administering programs targeted toward youth and family engagement. This includes but is not limited to: youth and teen programs, before and after school programs, summer camp, family events, birthday parties, youth sports and other family programming. The incumbent is responsible for program development and quality, management of staff and compliance with department policies, procedures and expectations.  

ESSENTIAL FUNCTIONS: 

1. Recruits, hires, trains, develops, evaluates and supervises membership, Stay & Play staff, Summer Camp/After School and Senior Programming. With help of the 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 Stay & Play staff and makes adjustments as necessary based on branch revenue and expenses.
2. 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.
3. Attends local community outreach events for the purpose of developing prospects, including attending local health fairs and events.
4. 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.  
5. 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. 
6. Programs Stay & Play to meet the need of family members ensuring fun and safety for our youngest members.
7. Develops curriculum, hires, trains and implements summer camp and after school programs to meet community needs.
8. Assists in branch fundraising efforts.  Develop process for member ask at point of sale to increase participation rate of member giving.  
9. With help of Executive Director, offers input on preparation and then conducts performance reviews for staff in membership and Stay & Play.
10. 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.  
11. Supports current structure of membership processes by staff members including daily deposit, transaction checks, raptor checks, mail, filing, etc.  
12. Ensures proper implementation of front desk procedures. Reviews and updates desk procedures and communicates changes to staff.  With help of Executive Director, creates 12 month in person training plan at welcome center to hone skills of all staff.  
13. Responds to member and staff concerns (ie. comment cards, walk-ins, calls) to provide resolution in a timely manner.
14. Serves as the Branch liaison to the Association’s Membership team & Camp Teams; attends and participates in meetings. Prepares required information and gathers data for the membership promotions and membership staff meetings.
15. Attends trainings, seminars and conferences related to membership, including sales, prospecting, marketing and retention trainings with prior approval of Executive Director based on available training funds.
16. Includes personal time at welcome center to ensure effective leadership and connection with membership base. 
17. Manager on Duty as scheduled. 

  QUALIFICATIONS:  

1. Bachelor’s Degree or equivalent experience. 
2. 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.
3. Must be a problem solver and have a proven track record of complaint resolution.
4. Strong interpersonal skills with the ability to build rapport and credibility quickly.
5. Entrepreneurial spirit with the ability to work in highly flexible, rapidly changing and ambiguous work environment.
6. Must have excellent written and verbal communications skills.
7. Ability to work a variety of hours, including evenings and weekends.