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Membership Director

Royal Oak, MI, USA | YMCA

  • Industry:
    Non-Profit / Social Enterprise
  • Position Type:
    Full-Time
  • Functions:
    Business Development
    General Management
  • Experience:
Job Description:
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POSITION SUMMARY:


Under the guidance of the Branch Executive Director, the Membership Director is responsible for outlining membership acquisition and retention efforts; defining members’ needs, measuring membership satisfaction and assuring staff effectiveness while providing excellent member satisfaction and ensuring the highest quality member experience.


The Membership Director facilitates regular sales and retention trainings for staff teams to help drive new membership, program participation, and engagement around strategic initiatives promoting program and membership enrollment engage new and current members through point of sale and onboarding efforts.This position also ensures that an analytical and performance-measurement perspective is integrated fully into the design, implementation and review of all membership activities.


POSITION EXPECTATIONS:


Must be available to work a weekly schedule that meets the needs of the YMCA branch, even if this falls outside of “normal” business hours.

Must meet minimum expectations to maintain a healthy branch membership.

Improve member experience daily with help from branch leadership team.

Make sure every new member is on-boarded and introduced to YMCA programs.


ESSENTIAL FUNCTIONS:


Oversee the recruitment, interviews, hiring, supervision, and evaluation of highly motivated and productive membership experience team.Provide support to staff as necessary. 

Ensure individual and staff awareness and understanding of YMCA programs and services, policies and procedures, and customer service and sales skills. 

Conduct staff meetings and trainings.

Oversee the Welcome center and Child watch areas.

Personally lead the member experience by working at the Welcome Center during prime time or as needed or directed by the business needs or association expectations.

Develop and implement annual membership growth and retention goals and objectives that include daily, weekly, and monthly plans.

Supervise and manage the department budget.

Identify and target specific markets and plan and implement member recruitment campaigns and promotions accordingly.

Establish positive, result-oriented relationships with area businesses, corporations, and organizations.

Oversee all aspects of membership sales, terminations, and exit interviews.

Be responsible for the daily motivation of staff, setting daily, weekly, monthly performance goals.

Develop and/or coordinate special events, presentations, seminars, and membership promotions within the community. Make sure event calendar is up to date with member engagement events.

Oversee retention efforts including welcome letters, welcome phone calls and emails, termination letters, renewal notices, and termination follow up calls.

Ensure new member onboarding is implemented at the highest level.

Ensure current members feel valued and welcomed.

Monitor and ensure at all levels the highest level of member satisfaction by utilizing Listen 360.

Participate in and support the YMCA of Metropolitan Detroit membership management team ensuring association-wide goals are met.Attend and participate in required trainings, meetings, and evaluations.

Performs other duties as assigned by supervisor.


QUALIFICATIONS:


Bachelor’s degree with an emphasis on marketing, public relations, or business administration is required.

Experience in customer service, membership or a related field is required.

Supervisory experience necessary.

Strong oral and written communication skills required.

Excellent personal computer skills and experience with standard business software, basic business principles and sound reasoning ability required.

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


YMCA COMPETENCIES:


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.


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