Kent Membership Director

POSITION SUMMARY:
Under the direction of the Branch Executive Director, the Member Services
Director leads staff in attracting, engaging and retaining members. This
includes driving a superior member experience, increasing membership
enrollment, and enhancing membership connection/engagement, thereby
increasing membership and program satisfaction and retention. This position
ensures that membership administration operates efficiently and employs a
continuous improvement model to meet and/or exceed goals for satisfaction,
connection and engagement.
Critical areas of expertise include: Strong interpersonal and communication
skills, the ability to relate effectively to diverse groups of people from all social
and economic segments of the community, relationship-driven service, peer
and community influence, enhancing the member experience, retention
strategies, leading others and ability to work well with various departments,
successfully overseeing part-time teams.
Benefits Package:

• 12% retirement into the Y National Retirement plan
• Employee health, dental, and eye coverage with options for dependents coverage.
• Life Insurance equal to 2 X your annual salary, with Supplemental Life Insurance options available
• Long term disability coverage after 90 days of employment
• Vacation and sick time annually per the Employee Handbook
• YMCA Family Membership
• General staffing needs will also be provided: Lap top computer and cell phone reimbursement of up to $50 per month.

ESSENTIAL FUNCTIONS:
Program Quality and Growth

• Welcome Center Operations: Leads the welcome center operations to ensure membership engagement, acquisition, retention, and continuous improvement.
• The Y: We’re for youth development, healthy living, and social responsibility.
•  Membership Enrollment: Drives membership enrollment including meeting/exceeding established goals.
• Conducts new, returning, and prospect cause-driven member tours and assisting in ensuring a seamless transition based on member-specific needs and interests.
• Identify and attend community events to promote Y membership.
• Solicit and track member prospects, follow-up with prospective members to tour and inform about the YMCA
• Providing enrollment and marketing support as needed including web and/or social media communications and engagement.

Operations/Team Leadership
Administration: Manages daily business, administration functions and welcome
center operations to ensure best membership experience.

•  Supervises/coaches' team and ensures welcome center operations align with member experience, member acquisition, and member administration goals.
• Ensures adherence to all YMCA policies and procedures regarding the safety, health and welfare of members, program participants, guests and staff.
• Hire, develop, motivate, coach, train, schedule and retain a team of membership staff committed to the YMCA’s mission.
• Effectively manages membership department annual budget.
• Collaborate with Branch Director and Financial Development staff to fully engage in fundraising campaigns, events and grant acquisitions.

Membership Engagement and Retention: Increases member connection and
commitment to YMCA programs and services ensuring the member experience
is consistent, integrated and aligned to YMCA goals including:

• Review and gather data about member satisfaction. Communicate with staff and members to resolve issues and ensure connection to programs, services, and other members.
•  Work with leadership staff, program operations, and other related teams to ensure the member experience is consistent, inclusive, equitable, integrated and aligned with member needs.
• Oversees new and returning member orientation to ensure effective onboarding to include wellness and program teams.
•  Execute effective strategies for tracking member trends, retention, growth and goals.

Safety and Risk Management

• Ensures all YMCA of the Chesapeake program standards and best practices are implemented and followed. Applies YMCA policies and procedures, including those related to best practices, emergency procedures, medical and disciplinary situations and child abuse prevention.
• Ensures staff are properly trained and prepared for emergency situations.
• This includes implementing and following training requirements in addition to ensuring proper reporting of all incidents/accidents according to risk management procedures.
• Completes all job related, supervisory and other trainings as required.
• Performs all other duties as assigned.
• This position may require availability to work flexible hours including occasional evenings and weekends as needed.

YMCA COMPETENCIES (Leader):
Mission Advancement- Models and teaches the Y’s values. Ensures a high
level of service with a commitment to improving lives. Provides volunteers with
orientation, training, development, and recognition. Cultivates relationships to
support fundraising. 
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 tailor's 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.

QUALIFICATIONS:
1. BA Degree required
2. 2 to 4 years of experience in a YMCA leadership role or relative experience.
3. At least 21 years of age
4. CPR, First Aid, AED certifications and Child Abuse Prevention training within
30 days of hire date.
5. Previous experience with diverse populations preferred.

Salary : $50,000