Membership Director (High Street) (Sales)

POSITION SUMMARY:
Under the direction of the Branch Operations Director, the Membership Director is responsible for driving, leading and managing a seamless and meaningful YMCA experience, from a persons first point of contact with the Y to the daily engagement of current members. The Membership Director must exude professionalism and confidence in knowledge of YMCA programming, implementing the Ys Member Engagement Principals of welcome, connect, support and invite during all member and guest interactions. This position requires a deep knowledge of sales, customer service, process creation and data analysis while being able to continually develop and motivate staff. This position will focus on the member experience by managing strategies in marketing/communication and facility cleanliness/maintenance by which we attract and retain members, positioning the YMCA for continued growth.

Hours will vary based on branch hours/activity. The desired candidate will create a regular 40-hour work week schedule to ensure coverage at times of high traffic to create the greatest engagement with members. Schedule may be adjusted to accomodate branch needs.

The Membership Director should have strong knowledge of fiscal management skills, business operations, sales and data analytics. This person must be able to increase member units, as well as, increase retention, engagement, and appreciation of current members. They will directly supervise all Member Service staff, as well as theKids Corner staff. Supervision responsibilities will include hire and train new staff, as well as, provideon-goingcoaching and training for all Membership staff.

ESSENTIAL FUNCTIONS:
Implements strategies that support recruitment of new members and retention of existing members. Ensures a strong utilization oftechnology to engage and retain members, supporting them in meeting their wellness goals.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.Develops, implements, and manages operating plan(s) to promote membership growth and retention.Develop, implement, and sustain a branch-specific memberexperience trainingprogram, executing strategies to ensure that members and/or program participants connect with one another and connect with the YMCA.Recruits, hires, trains, develops, schedules and directs personnel and volunteers as needed. Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals.Delivers a comprehensive and dynamic staff development and training program.Observes all staff and provides regular feedback to staff, spending 30% of time is spent on coaching and mentoring staff focused on Member Engagement Principals.Collaborates with Marketing Director in internal/external marketing strategies and production of material to promote internal/external member experience and retention.Manage branch corporate membership relationships and creates strategy to grow the number of corporate partners we have.Creates and monitors budgets and anticipates changes to revenue and co-creates strategies to meet acquisition/financial goals with team and supervisor.Tracks membership acquisition by monitoring traffic and conversions through tracking system and develops a daily reporting system that motivates staff.Creates, monitors and adjusts departments goals and objectives in service to vision, mission and financial climate.Collaborates with branch Healthy Living team todevelop bothquantitative and qualitativemeasures ofmember satisfaction and makes recommendations based on results.Helps teams act as liaisons with the Youth Development program staff, member services staff and wellness staff to respond to membership inquiries and improve processes.Evaluates and recommends new policies and procedures as necessary.Establishes strong communication systems with all YMCA staff and facilities.Leads Membership and Kids Corner (if applicable) teams in promoting Annual Community Giving Campaign, meeting volunteer development and fundraising goals.Develops and maintains effective working relationships within the community.?Ability to establish and maintain collaborations with community organizations.Analyzes membership statistics and financial results. Assess and recommend management decisions thatimpactmembership growth.Advocates for members and effects change to influence and improve the member experience.Participates in the planning of the annual budget; manages and implements the approved budget for Membership and Kids Corner (if applicable) and takes appropriate action to correct variances.Ensures proper implementation of Membership Services procedures. Reviews and updates procedures and communicates changes to staff. Coordinates with the administrative services team, as necessary, on financial transactions.Supports coordination of special events and activities.Provides data and reports as required for assigned programs.Introduce new programs to the YMCA membership and community. Stays current in industry trends and technical developments to keep programming innovative.Collaborates with leadership to exceed standards in all facets of operations including safety audits, financial goals and staff satisfaction measurements.Interprets the YMCA mission to the members and community.Leads and participate in Association Teams as relevant to job function.Leads and attend staff meetings and trainings as required.Uphold YMCA policies for safety, supervision, mandated reporting and risk management.

EFFECT ON END RESULTS
Increase in high quality, high value member experience that results in fiscal stability for the branch and an increase in member acquisition and retention.Increase in staff satisfaction as measured by surveys/focus groups and staff retention.Membership unit and fiscal goalsare achievedas set by the branch and association.Increase in quantity of quality collaborations with relevant community partners to augment related programs and member experience.
QUALIFICATIONS:
Must be at least 21 years old.
Bachelors Degree preferred.
4 years supervision, sales, customer service experience.
Strong interpersonal, organizational and oral and written communication skills
Previous experience working withdiverse populations.
YMCA certifications preferred - Listen First, Facilitation Skills, Leading & Coaching Others, Live CAP, CAP Monitoring & Supervision, Supervision 101 & 201, CPR/First Aid, Annual Safety Trainings, YMCA Team Leader or Multi-team/Branch Leader certification.
YMCA Organizational Leader certification preferred.

PHYSICAL DEMANDS:
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Employee is regularly required to use hands to fingers, handle, or feel; reach with hands and arms; climb or balance; and talk or hear. The employee frequently is required to stand, walk, stoop, kneel or crouch. The employee is required to sit, and occasionally taste and smell. The employee must regularly lift and/or move up to 10 pounds, and occasionally move up to 50 pounds. Specific vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to focus.

WORK ENVIRONMENT:
Characteristics of the work environment are representative of those that may be encountered by an employee while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This job description is not intended to be all inclusive, but to give a basic structure of the duties; employee may be requested to perform other reasonable related duties as assigned by CEO or Board of Directors.