Director of Hospitality & Membership

Drive membership growth and community impact — lead the way as our Director of Hospitality & Membership!

Job Description

POSITION SUMMARY: Under the direction of VP of Membership Development & Experience, the Director of Hospitality & Membership is responsible for driving the acquisition of new members and retention through customer experience for current members across the Crossroads YMCA organization. This position will conceptualize the strategy and lead the execution of the membership plan each year. This position is responsible for defining effective cause-driven tour prospect conversion strategies and winning back former members. This position supports and impacts the success of assigned branch location and must be able to work with large teams and manage multiple projects as the subject matter expert.

Qualifications

• Bachelor’s degree in Sales/Service or related field is preferred.
• Five years minimum experience in progressive marketing, sales, or business development in a customer-obsessed industry.
• Expertise in driving acquisition within a service-oriented business and team member training and development.
• Data and results-driven to develop membership asset plan using CRM.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Excellent interpersonal, communication, and problem-solving skills.
• Proficiency in Microsoft Office and CRM Platform with the ability to quickly learn software programs.
• Bilingual is a plus.
  
  

Essential Functions

• Drives the development and execution of the membership acquisition plan through marketing campaigns and other avenues to meet association-wide goals.
• Develop systems that ensure accurate and consistent prospect and new member tracking and follow-up procedures - implement timely reporting of all relevant data in support of monitoring performance.
• Collaborate with program leadership and designated branch staff to design and implement action plans and a process to support the action steps to achieve enhanced member engagement.
• Sources and builds 3rd party and/or corporate relationships to establish membership partners.
• Leads membership experience, retention training and onboarding best practices.
• Support and guide membership leaders in hiring, training, and supervision of staff, resulting in a world-class experience that can be replicated.
• Coach and train staff in creating a culture of excellence in sales presentations, closing techniques, impeccable phone interactions, and in-person service.
• Ensure quality public-facing membership materials, campaigns, and new member acquisitions initiatives and improvements.
• Develop and maintain relationships with key partners, and other collaborative organizations and agencies.
• Play a key role in the Annual Campaign by ensuring all staff are asked to give and provide a reply; by facilitating or supporting a campaign effort or event; by collecting and sharing stories of Y impact; and by engaging volunteers in our cause-driven work and/or campaign efforts.
• Implement goal-based leadership with KPIs and ensure the development of the member’s experience is the priority.
• Identify member issues and provide solutions to department and center leadership to increase satisfaction substantiated by data, surveys, and trends.
• Provide positive influence and direction for membership leaders that focuses them on meeting and exceeding outcomes, which are reviewed and verified through audits, surveys, and on-site visits.
• Perform all other duties as assigned.