Membership Director

Job Title:        Membership Director                                                              

Branch:           Ponds and Downtown

FLSA Status:   Exempt (Salary) Full time         Job:     Grade      Min

Reports To:    Executive Director                                   PL1  $35,568  

Revision Date: 11/1/2019                                                                            

Minimum Requirements:

The employee is required to take the required YMCA training courses online within 14 days of hire. Employee must also be CPR certified (Adult and Child). Must possess a valid driver’s license.

General Function

 

Under the direction of the Executive Director, the Membership Director will be responsible for supporting the Association’s objective of membership growth and member retention through high quality customer service for the Branch. The Membership Director will oversee front line staff and regulate front line member service to members and guests by contributing to a welcoming, supportive environment. The Membership Director is responsible for facilitating communication to and between members, guests and staff. They will be responsible for monitoring facility access, safety and security and for maintaining the integrity and organization of the membership department and any other duties as assigned by the Executive Director.

Duties and Responsibilities

  • Intermediate supervision of front desk staff to include scheduling, payroll, conflict resolution, and procedure implementation.
  • With the Executive Director, develop, maintain, and administer administrative tasks and procedures.
  • Coordinate initial and continuing training for front desk staff in office procedures and customer service. (Listen First, Cause Driven Tours, membership sales & terms
  • Assist committees and staff in creating and carrying out policies with the Executive Director, maintain and troubleshoot member software and database.
  • Assist Finance staff in membership billing, accounting and collections.
  • Continuous evaluation, approval and monitoring of branch membership scholarships.
  • Assists with planning and implementation of member engagement and retention initiatives.
  • Assists with the Annual Support Campaign (recruits campaigners) and related activities and other special events.
  • Assists in generating and analyzing membership, enrollment, and revenue reports to monitor and report on achievement of membership goals.
  • Purchasing supplies for the branch
  • Responsible for reviewing & reconciling daily cash reports & making bi-weekly bank deposits
  • Attends weekly facility staff meetings & holds monthly membership desk meetings
  • Completes necessary Link trainings
  • Completes all job related, supervisory and other trainings as required.
  • Use, train staff, and model sales process to increase membership sales
  • Process membership paperwork, manage follow up, track membership payments and renewals
  • Manage membership cancellations according to goals, including implementing membership retention programs
  • Review daily membership numbers and compare according to monthly goals
  • Manage member referral programs to increase membership sales
  • Work with Program and Wellness staff to increase participation and turn participants into memberships

  • Manage membership software and ensure front desk is using it properly to correctly track memberships and check-ins
  • Actively engage members on a daily basis to increase level of service and drive member referrals

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Bachelor’s degree from a four-year college/university in business, marketing, human resources or related field, preferred.
  • 2-year degree with at least 2 years of related work experience.
  • High School diploma with at least 4 years of related work experience.
  • Ability to present information and respond to questions from groups of staff directors, staff, members and general public via both written and oral communication.
  • Ability to problem solve and effectively communicate with staff, co-workers and/or members.
  • Highly motivated with the consistent ability to meet/exceed revenue & retention goals.
  • Self-driven with the ability to set effective team and individual goals and take ownership for results.
  • Demonstrated ability to multi-task and adapt to changing contexts and priorities.
  • Strong analytical and critical-thinking skills with the ability to identify and leverage relevant data to use in planning and decision-making.
  • Ability to understand, adapt to and interact with diverse people, teams, perspectives and cultures.
  • Willing to drive to other branches for meetings

Essential Functions

  • Primary point of contact for Member customer service. Along with member services representatives, handle customer requests, inquiries, and complaints. If necessary, properly refer problems to appropriate directors.
  • Intermediate supervision of front desk staff to include scheduling, payroll, conflict resolution, and procedure implementation.
  • With the Executive Director, develop, maintain, and administer administrative tasks and procedures.
  • Coordinate initial and continuing training for front desk staff in office procedures and customer service. (Listen First, Cause Driven Tours, membership sales & terms
  • Assist committees and staff in creating and carrying out policies with the Executive Director, maintain and troubleshoot member software and database.
  • Assist Finance staff in membership billing, accounting and collections.

  • Continuous evaluation, approval and monitoring of branch membership scholarships.
  • Assists with planning and implementation of member engagement and retention initiatives.
  • Assists with the Annual Support Campaign (recruits campaigners) and related activities and other special events.
  • Assists in generating and analyzing membership, enrollment, and revenue reports to monitor and report on achievement of membership goals.
  • Purchasing supplies for the branch
  • Responsible for reviewing & reconciling daily cash reports & making bi-weekly bank deposits
  • Attends weekly facility staff meetings & holds monthly membership desk meetings
  • Completes necessary Link trainings
  • Completes all job related, supervisory and other trainings as required.

Physical Demands

Carrying _X_                Kneeling_X_                 Pushing_X_                  Sitting_X_

Climbing_X_                 Lifting_X_                    Running_X_                 Stooping_X_

Crouching_X_              Pulling_X_                    Standing_X_                Walking_X_

YMCA Competency Model: Leader

Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fundraising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. 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.

The above job description offers a synopsis of the Summerville Family YMCA’s Membership Director.  Various alternate jobs and duties may be assigned on a case by case basis