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 Membership Director intentionally fosters a cause-centered culture that is welcoming, genuine, hopeful, nurturing, and determined.

Our Culture

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

Essential Functions

Promotes program and membership enrollment in interactions with existing and potential members. Responsible for reaching or exceeding monthly membership goals
Coordinates program registration, including logistics to support phone, walk-in and web registration. Coordinates with marketing efforts to maximize enrollments and provides ongoing support to Program Directors on related issues
Organizes membership events at the YMCA and provides representation of the YMCA at community events to promote the YMCA
Provides leadership and supervision to the Membership Service Team, oversees schedule completion, delegates work, and/or functions as MSR, as needed, in accordance with MSR job requirements
Provide leadership for the continued improvement of all desk services to include member and constituent relations, information and program registration
Responsible for Quality first program for membership, tracking tours, and guest passes
Reviews locker rentals monthly or delegates to appropriate MSR
Review MSR shift reports for accurate receipting of memberships, program participant information, and revenue in computer
Responsible for completing daily deposits for the branch
Responsible for posting signage/flyers with pertinent program information, special events and member information
Ensures proper implementation of front desk procedures. Reviews and updates desk procedures and communicates changes to staff in a clear, concise way
Coordinates with the corporate office as necessary on financial transactions
Plans the annual budget; manages and implements the approved budget for membership programs and takes appropriate action to correct variances
Responsible for back office reporting in software including membership data entry, renewals, terminations and data clean up
Coordinates monthly renewal invoices, collects outstanding balances and ensures accuracy of reports
Reports monthly membership metrics and explains variances. Creates new strategies to increase/exceed goals
Responsible for assisting with annual/capital campaigns and articulating to members/community to increase awareness and participation
Responsible for managing member and guest behavior to maintain general member satisfaction; handling member and guest issues, complaints and suggestions regarding membership as well as assisting program directors in handling customer satisfaction and/or service recovery, if needed
Hire, train, evaluate, supervise and dismiss Child Watch staff, and establish and maintain Child Watch schedule.
Responsible for setting up monthly newsletter in Constant Contact and keeping social media up to date with new and exciting information.

Leadership Competencies

Engaging Community
Communication & Influence
Developing Self & Others

Qualifications

Bachelor's degree in related field preferred or equivalent combination of education and experience
YMCA Team Leader certification preferred
Previous supervisory experience in customer service required
Excellent personal computer skills and experience with standard business software
Excellent communication skills including written, email, instruction, verbal and non-verbal
Ability to relate effectively to diverse groups of people from all social and economic segments of the community

Work Environment & Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device
The employee frequently is required to sit and reach, and must be able to move around the work environment
The employee must occasionally lift and/or move up to 10 pounds
Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust
The noise level in the work environment is usually moderate

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Membership Director