Director of Membership & Retention I Corporate Office

GENERAL FUNCTION:  The Director of Membership & Retention will have the responsibility of developing and implementing strategies for increasing membership retention through engagement by our frontline staff using our Culture of Excellence model.  Critical pieces for success will be modeling culture of excellence behavior directly with staff in the branch setting, developing and leading training/continuous improvements for staff, and working with the Metro office to develop support through our systems.  This is a great opportunity for someone with high energy and passion for service of others to make a broad impact on both staff and community members through the YMCA. It is anticipated an average work week will consist of 50 hours to complete duties.

MINIMUM ENTRY REQUIREMENTS

Education/Experience Requirements:

1. Bachelor’s degree required, master’s degree preferred
2. A minimum of 7 years of relevant work experience in customer service and/or hospitality senior-level management required
3. Minimum 5 years’ experience implementing and managing culture defining standards

Physical/Mental Requirements:

1. Must be able to routinely perform the following physical activities; climb stairs, bend, stoop, kneel, twist, reach with hands, sit, stand and/or sit for extended periods of time, walk, lift and/or move up to 30 pounds, have finger dexterity, grasp, perform repetitive motions, talk, hear and have visual acuity to perform detailed tasks
2. Must have ability to communicate effectively, both orally and in writing
3. Must possess problem solving, organizational and task management skills; ability to make independent and sound decisions in a rapidly changing environment
4. Must be detail oriented and exhibit a high degree of accuracy and alertness
5. Must exhibit initiative in the absence of supervision
6. Must be able to relate to and work with diverse groups of people in a friendly and consistent manner
7. Must work collaboratively as a team member as well as independently and lead by assigned goals, duties and deadlines
8. Must possess ability to exercise high levels of discretion and confidentiality
9. Maintain a neat and professional appearance at all times

Job Requirements:

1. Commitment to the YMCA mission, vision and values
2. Be an example of bringing energy and engagement to members  
3. Must be willing to travel to all branch locations
4. Must attend New Employee Orientation within 30 days of hire
5. Learn all emergency procedures and action plans that apply to branches
6. Understand and abide by all policies and procedures set forth by the association
7. Work a schedule that reflects the needs of the association; including weekends and evenings

JOB RESPONSIBILITIES

1.    Routinely work in all association branches to evaluate service quality of branch level Membership Service Associates and Membership Directors.  Ensuring standards are in place and adhered to while observing trends among staff and members.  

2.    Work alongside Marketing to support the development of membership recruitment strategies that align with current member engagement.

3.    Continuous development and implementation of relevant, high quality member engagement strategies through modeling and training staff.

4.    Lead Membership Cabinet to support, direct and maintain consistency among branch level Membership Department Directors and Metro support services.

5.    Provide on-going development of Membership Directors for sustainable training and management of frontline staff.

6.    Maintain the Membership Operations Manual with current and new processes and procedures for use by branch staff.

7.    Accountable for annual budget development, monthly budget monitoring, and achievement of budget.

8.    Actively participate in the Annual Campaign and events to help attain association goal.

9.    Child Abuse Prevention - Responsible for adhering to boundary policies, attending required training, reporting concerns, following mandated reporting policy, fulfilling job-specific responsibilities such as maintaining and securing unused areas, and ensuring proper sign-in/out procedures.

EFFECT ON END RESULT:  Membership retention increases through authentic engagement with staff leading to increased usage and sustained revenue.