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Job Description
Under the direction of the COO and in accordance with established Association policies and goals, the Membership Director is responsible for the development and management of membership growth and member relations services. This person will drive the member experience by implementing strategies to increase membership growth, retention, and satisfaction. Including the implementation of high-quality membership services to meet the diverse needs of the membership and the community, as well as creating a safe and welcoming environment for all. The Membership Director is responsible for creating and maintaining relationships with current and future members, developing, implementing, and achieving the association’s mission advancement and communication goals, and intentionally working to build an understanding of, and support for the YMCA’s cause and impact.
Qualifications
- Bachelor’s degree in Business Administration, Communications or related, with a focus on sales/retention or equivalent work experience.
- Three (3) - five (5) years in member/customer service supervisory/management position.
- Completion of YMCA program-specific certifications.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
- Personal commitment to service and hospitality.
- Excellent interpersonal, written, oral, and communication skills.
- Computer literate; working knowledge of Microsoft Office, and social media outreach.
- Available to work nights and weekends.
- Current CPR, First Aid, and AED certification is required
Essential Functions
- Implements membership strategies that support recruitment of new members and retention of existing members. Creates a member-focused culture and models relationship-building skills in all interactions. Fosters a climate of innovation and resolves problems to ensure member satisfaction.
- Recruits, hires, trains, and supervises staff. Facilitates communication and provides leadership. Develops strategies to motivate staff and achieve goals. Models relationship-building skills in all interactions.
- Conducts ongoing assessment of staff functions to determine required core competencies and skills; designs and implements training as needed. Recruits, hires, trains, develops, schedules and directs personnel and volunteers as needed. Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals.
- Promotes program and membership enrollment in interactions with existing and potential members. Coordinates assistance with 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.
- Assist in fundraising efforts and annual sustaining campaigns.
- Personally follow up with prospects (non-join tours, guest pass users, health fair participants, outreach prospects, etc.), give tours and process memberships.
- Participates in the planning of the annual budget; manages and implements the approved budget for membership and takes appropriate action to correct variances
- Provides leadership with the organization’s Marketing and Brand awareness efforts through updates on the YMCA’s website, and member engagement emails.
- Ensures proper implementation of front desk procedures. Reviews and updates desk procedures and communicates changes to staff.
- Organizes membership events at the YMCA and represents the YMCA at community events to promote the YMCA.
- Develops and maintains effective working relationships within the community.
- Participates in staff meetings and/or related meetings.
- Accept additional assignments as deemed appropriate, within the scope of the job description.
Required Certifications
- Current CPR, First Aid, and AED certification is required