The YMCA focus is to strengthen communities through youth development, healthy living and social responsibility. Promote a positive, professional and welcoming atmosphere by causing customer service staff to exemplify our YMCA values, work with a sense of urgency, and enthusiastically greet members and guests as they come into the YMCA. Ensure efficient service in all phases of member engagement at both Shades Valley Branches. Provide support to the Executive Director for Business Operations and Volunteer Board Processes and Development including Annual Campaign. Provide friendly and efficient service while conducting membership interviews, facility tours, and identifying appropriate entry points into programs provided by the YMCA.
Primary Summary:
The Membership Engagement Director is responsible for promoting a positive, professional and welcoming atmosphere by providing excellent customer service and exemplifying our YMCA values. This position is responsible for the member service and wellness floor staff with the goal of providing a great member experience to maximize the health and well-being of the community, improve revenue potential and increase member retention.
Essential Functions:
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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.
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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.
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Promotes program and membership enrollment in interactions with existing and potential members. 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.
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Participates in the planning of the annual budget; manages and implements the approved budget for membership/wellness and takes appropriate action to correct variances.
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Ensures proper implementation of front desk procedures. Reviews and updates desk procedures and communicates changes to staff. Coordinates with Member Account Services as necessary on all Member Account related processes and complies with established best practices, SOPs, documentation and communication standards and timelines.
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Ensures proper staff use of and compliance with established standards related to business systems, cash handling, patron financial data, technology and software platforms, and Association policies and procedures.
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Organizes membership events at the YMCA and represents the YMCA at community events to promote the YMCA.
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Inspire and bring to life a culture of membership that is welcoming and valuable for the community.
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Work with and identify community partners to implement community health strategies with defined measurables.
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Implement systems to facilitate first class transitions for members from Point of Sale to Wellness Goals, Community Impact and Programs.
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Leads assigned aspects of the Annual Campaign.
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Maintain high standards of cleanliness, presentation and upkeep of equipment, supplies and member spaces as well as office and storage areas.
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Effectively handle member/participant complaints and situations, preserving customer dignity while reaching a prudent solution.
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Attend all leadership team meetings, board meetings and other required meetings and YMCA activities.
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Be visibly involved with members, volunteers, and staff in a positive, friendly manner that communicates and demonstrates the YMCA core values.
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Other duties as assigned.
Supervisors and administrators will:
Follow employee's and volunteers' screening requirements and use screening instruments to screen for abuse risk.
Provide employees and volunteers with ongoing supervision and training related to abuse risk.
Provide employees and volunteers with regular feedback regarding their boundaries with children and teens.
Require employees and volunteers to adhere to policies and procedures related to abuse risk.
Minimum Requirements:
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Bachelor's degree in related field preferred or equivalent combination of education and experience.
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Previous supervisory experience in customer service preferred.
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Excellent personal computer skills and experience with standard business software.
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Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
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Demonstrated customer service orientation with the ability to develop and maintain effective relationships across departments and with donors and volunteers.
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Flexibility to support, as needed, the time-sensitive functions of program and/or service activities (such as special events).
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At least one year of experience with Daxko Operations Software.
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Successful completion of background and Child Abuse and Neglect screening.
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Acquire and maintain the following certifications within 30 days of start date via YMCA, American Red Cross, American Heart Association and American Health and Safety Institute (ASHI):
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First Aid/CPR /AED (valid 2 years unless otherwise noted)
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Requisite Online Training Modules (completed prior to start date and repeated annually).
Physical Demands:
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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.
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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.
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The employee frequently is required to sit and reach, and must be able to move around the work environment.
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The employee must occasionally lift and/or move up to 10 pounds or more.
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Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
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The noise level in the work environment is usually moderate.