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The Marshalltown YMCA-YWCA is seeking a Member Engagement Director to join our team.
Job Description
Under the direction of the Finance Director, the Member Engagement Director is responsible for supporting all aspects of a high-quality Y experience as well as the day-to-day operations of the Member Services department. This includes but is not limited to revenue generation, sales, retention, and ensuring exceptional customer service through our Welcome Center.
Additionally, the Member Engagement Director oversees the drop-in Child Watch program and its part-time coordinator. This person ensures a team approach across the organization, fostering a collaborative and supportive environment that strengthens connections between departments. By promoting open communication, shared goals, and a member-first mindset, this position helps to create a seamless and unified experience for staff and members alike, reinforcing the Y’s mission and values.
Qualifications
· Must be at least 18 years or older, energetic, responsible.
· High school graduate or equivalent, Associate Degree preferred, and holds current CPR/First Aid certification.
· Five (5) years related customer service/sales experience with a knowledge of general operations.
· Strong communication, customer service and problem-solving skills
· Organizational and supervisor skills, a good understanding of the overall building at the Y
· Ability to establish and maintain harmonious relationships with staff, volunteers, members and the general public is essential
· Strong interpersonal and communication skills to serve a diverse community.
· Must be able to work occasional evenings and weekends.
· Preferred Qualifications: o Multi-Lingual
Essential Functions
1. Welcome Center Operations
a. Oversees the overall operations of the Welcome Center & Service Desk, ensuring alignment with the Y’s mission, values, and service standards.
b. Manages the registration process for members and non-members, ensuring accuracy, efficiency, and a seamless experience.
c. Fosters strong relationships among Y staff, members, volunteers, and the broader community, enhancing engagement and a sense of belonging.
2. Staff Leadership and Professional Development
a. Leads, supports, and develops member services staff, ensuring excellence in operational efficiency, customer service, and member engagement
b. Supervises, mentors, and provides ongoing coaching to the Member Services Assistant and Child Care Coordinator.
c. Acts as emergency substitute which includes early morning, evening and weekend hours as needed.
d. Develops, implements, and maintains a comprehensive job training program for all Member Service staff, covering customer service, Y database systems, policies, and operations, while consistently updating information to enhance knowledge across all programs and offerings.
3. Member Acquisition & Engagement
a. Implements targeted strategies for new member acquisition and retention.
b. Analyzes and reports key membership metrics, including prospect engagement, new joins, and terminations on a weekly, monthly, and quarterly basis to assess trends and inform strategies.
c. Collaborates with Management Team members to enhance new member onboarding experiences, promote member engagement and connect members to programs that support retention and long-term involvement. Stays informed of market trends, competitors’ offers, providing insights to the Management Team to enhance strategies and remain competitive in the community.
4. Assumes all other responsibilities as deemed necessary or assigned.
Required Certifications
· Child Abuse Prevention
· Introduction to the Y’s Cause and Culture within 45 days of hire.
· Y’s Way to Service & Engagement within 45 days of hire.
· Certifications required within 60 days of hire: CPR, AED and First Aid.