Avery Membrship Manager

POSITION SUMMARY:

Assists the Membership Director in managing all functions of the membership desk. Delivers excellent customer service to all members, guests and program participants. Responds to member and guest needs, promotes memberships at the branch and all programing offered. Assists in Membership appreciation events, annual campaign events, and other community events. Assists in the communication and coordination of all branch fundraising efforts. Helps supervise front desk staff to ensure proper coverage and assists in covering shifts where needed. Provides a high level of communication within the branch, and between members and staff. Works with the Membership Director to develop, plan and implement new procedures and methods to achieve strategic goals.

1. Bachelor's degree in related field preferred or equivalent combination of education and experience.

2. Minimum of 2 years of customer service experience.

3. Excellent personal computer skills and experience with standard business software.

4. Ability to relate effectively to diverse groups of people from all social and economic segments of the community.

5. Ability to work flexible schedule; which may include evenings and weekends.

6. CPR and First Aid certifications will be required.

1. 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.

2. Assists membership director in recruiting, hiring, training, developing, scheduling and directing personnel and volunteers as needed. Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals.

3. 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.

4. Ensures membership staff has access to all necessary information to answer member inquiries, including, but not limited to; weekly branch updates, facility schedules, program information.

5. Coordinates localized membership retention and sales initiatives, in line with association-wide membership strategies.

6. Ensures proper implementation of front desk procedures. Reviews and updates desk procedures and communicates changes to staff.

7. Assist in additional front desk coverage during times of high member traffic, as well as shift coverage for call off’s and last-minute coverage needs.

8. Responsible for the completion of administrative tasks including but not limited to membership change requests, billing changes, receipt requests and facilitation of bank deposits. Coordinates with accounting as necessary on financial transactions.

9. Organizes membership events at the YMCA and represents the YMCA at community events to promote the YMCA. Facilitates requests for donations.

10. Acts as extension of marketing department with regard to branch social media, website, signage, and schedule posting.

11. Leads assigned aspects of the fund-raising campaign.

12. Participates in staff meetings and/or related meetings.

YMCA COMPETENCIES (TEAM LEADER):

Mission Advancement : Models and teaches the Ys values. Ensures a high level of service with a commitment to changing lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund-raising.

Collaboration : Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance and support.

Operational Effectiveness : Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.

Personal Growth : Shares new insights. Facilitates change; models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.