Membership Experience Director

Job Description

Under the supervision of the Membership Experience Executive, and in harmony with the mission and purpose of the established policies and goals of the YMCA of the Virginia Peninsulas, the Membership Experience Director is accountable for driving membership acquisition, engagement, and retention at assigned center(s). The incumbent will provide direction and enthusiasm in the development, retention and promotion of membership in the community and within the Y. With an emphasis on ensuring the highest quality service to members and guests, the Membership Experience Director will work closely with other center leaders in efforts to welcome, connect, support, and engage all members, guests, and staff.

Qualifications

• Bachelor’s Degree in a related field preferred.
• Must have minimum two (2) years’ supervisory experience.
• Must have ability to interact with people from all ethnic backgrounds, ages, and lifestyles.
• Must have working knowledge of computers and experience with a variety of software applications.
• Must possess good written and verbal communication skills.
• Certification in CPR/First Aid/AED/O2 required within 60 days of hire.
• Complete and maintain required trainings to include: New Employee Orientation (NEO), Bloodborne Pathogens, Child Abuse Prevention (CAP), and Sexual Harassment.
• Satisfactory completion of a criminal background check and Child Protective Services check.
  
  

Essential Functions

• Supports the mission, vision and goals of the YMCA.
• Promotes a professional work environment through character development by modeling the values of caring, honesty, respect and responsibility.
• Leads in a manner that advances our cause to strengthen the foundations of community through programs that focus on youth development, healthy living and social responsibility.
• Promotes and participates in association task forces, committees and/or workgroups to promote Center and Association unity.
• Promotes and participates in YMCA fundraising efforts to include Annual and Capital Campaigns.
  
  

Membership Enrollment, Engagement, And Retention

• Develops and implements annual membership growth (net) and retention goals and objectives to include monthly and weekly action plans.
• Drives membership enrollment including meeting/exceeding net and revenue goals.
• Identify, document, and follow up with prospects to convert to members.
• Gives prospect tours and coaches staff through effective tour techniques.
• Reviews and monitors enrollment key performance indicators to measure goals, membership inquiries, appointments, tours, follow-up calls, closing ratios, etc.
• Owns member/guest experience ensuring satisfaction and engagement. Works with other association and center leadership to ensure members receive the best experience.
• Defines and supports the member journey and touchpoints.
• Collaborates with marketing on web and/or social media communications and engagement.
• Plans, organizes, and attends community events as part of awareness and recruitment strategy.
• Plans, organizes, and implements member services and community special events.
• Develops and/or coordinates special events, presentations, seminars, and membership promotions with the YMCA and the community.
• Promotes Guardian program to membership to ensure those in need can participate in the YMCA. Evaluates and approve all Guardian Applications.
  
  

Member Administration

• Prepares and administers annual membership budget, making revisions as necessary to meet or exceed budget guidelines.
• Runs key performance indicators weekly, or as otherwise defined, relative to the member experience. Works with Membership Experience Executive and center leadership staff to increase performance in KPI-identified areas.
• Leads team through daily business and administrative functions as it pertains to membership, including but not limiting to membership reporting, collection, sales, and cash handling in adherence to the YMCA policies and procedures.
• Collaborates with Center Services accounting team and others to ensure seamless processing of member transactions and administration.
• Leads team to ensure member accounts and other administrative tasks are up-to-date and accurate.
• Oversees the center’s daily work through closeouts, end of days, and daily bank deposits.
  
  

Team Leadership

• Hires, develops motivates and retains a committed Membership team passionate about the YMCA’s mission and service to members.
• Holds regular one-on-one meetings with all staff members to learn about, gauge satisfaction, and provide career development coaching/training.
• Holds regular department staff meetings to train, coach, role-play, and provide updates on center and association-initiatives.
• Completes all job-related, supervisory, and other trainings as required.
• Ensures all members, guests, and program participants are in a safe environment and actively follow branch Emergency Operations Plan (EOP).
• Actively participates in center leadership activities (to include Supervisor on Duty and occasional special events) as determined by the Membership Experience Executive.
  
  

Cause-Driven Leadership Competencies

Engaging Community, Communication & Influence, Inclusion, Collaboration, Emotional Maturity, Critical Thinking & Decision Making, Developing Self & Others, Philanthropy