Job description

Basic Function and Scope of Responsibility:

The Membership Director plays a key role in support of the YMCA mission. By welcoming individuals, families and corporations to the benefits of membership at their YMCA branch, the Membership Director builds the YMCA’s capacity to serve the local community. The basic function and scope of responsibility for the Membership Director includes:

Directing the daily operation and ongoing administration of the Member Service Department in accordance with all Y membership policies and standards;

Leading and developing the Member Service team en route to achieving the branch’s monthly member acquisition and retention goals;

Providing outstanding customer service to all members, guests, staff and the community at-large

Supervisory Responsibility:

¨No Supervisory responsibility

¨Provides guidance, leadership, or training to other employees (no direct supervision)

Directly responsible for supervising non-exempt, clerical, or office administration personnel

Directly responsible for supervising exempt, professional, or technical employees

¨Directly responsible for supervising supervisory/managerial employees

Organizational Structure:

Job title to which this position reports: Associate Executive Director or Executive Director

Job titles directly reporting to this position: All branch membership department staff

Job titles indirectly reporting to this position: None

Essential Duties and Responsibilities:

Active participant on the Branch Leadership team

Works directly with the Executive Director (or AED), Service Team Leaders and all Member Service team members to uphold the YMCA customer service standards of “Facility Excellence”, “Staff Engagement” and “Show”

Delivers the YMCA mission and philosophy to staff, members and guests

In accordance with Association standards and membership policies, assumes the primary leadership role in the development and implementation of the branch membership acquisition plan (responsible for the local plan strategy, tactics and all affiliated results)

Prepares department budget and ensures that membership goals are monitored and met

Responsible for the tracking and reporting of daily membership progress (acquisition and retention) in partnership with the Business office. This includes the reports on campaign leads, new member sales, termination reports and member comments/suggestion trends

Supervises and/or Leads training of Member Service team members (MA, MSC, MSR) in meeting all business roles, activities and functions while delivering outstanding customer service

Leads MSC in developing the weekly Member Service Representative schedule

Assumes primary leadership role in all membership campaigns by coordinating and supervising handling of all prospect sources (i.e. handling of telephone inquiries, interaction with web leads, etc.) and interaction with guests (i.e. tours, front desk interaction, service area collaboration, etc.)

Responsible for prospecting, securing, and servicing Corporate memberships and leading year-over-year growth in Corporate members served Assists the planning & management of events for prospects, members & guests (i.e. Open House) in partnership with fellow Service Team leaders (Wellness, Camp, Aquatics, etc.)

Participates in the Metropolitan Washington YMCA Member Service Team Meetings, Campaigns, Initiatives, Training Sessions, and additional activities

Partners with ASO, branch leadership and fellow Service Team Leaders to foster increased member engagement and support improved member retention

Maintains close daily contact with the Branch Executive and the Association Vice President of Member Service on the status of membership accounts and operations at the branch

Attends appropriate community events or is a member of appropriate civic associations to promote the YMCA

Performs assignments when scheduled as Facility Duty Officer

Other duties as required

Customer Service Standards:

Staff Engagement:

Greet all members with a smile, eye contact and by name

Be knowledgeable of all programs and activities to engage members

Introduce members to each other

Facility Excellence: Own the atmosphere created by cleanliness of the facility, information is up to date and have a positive attitude.

Ensure that information communicated and/or displayed is updated and accurate

Be proactive and responsive to all members needs

Show:

Share personal Y experience with all

Share Y Mission stories

Education, Certification, Skills, and Experience:

Bachelor’s degree or equivalent experience

Minimum of five to seven years experience in membership/sales

Relationship Building (corporations, collaborations, community, Boards etc)

Written and verbal communications

Ø Basic Function and Scope of Responsibility:

The Membership Director plays a key role in support of the YMCA mission. By welcoming individuals, families and corporations to the benefits of membership at their YMCA branch, the Membership Director builds the YMCA’s capacity to serve the local community. The basic function and scope of responsibility for the Membership Director includes:

Ø Directing the daily operation and ongoing administration of the Member Service Department in accordance with all Y membership policies and standards;

Ø Leading and developing the Member Service team en route to achieving the branch’s monthly member acquisition and retention goals;

Ø Providing outstanding customer service to all members, guests, staff and the community at-large

Supervisory Responsibility:

¨No Supervisory responsibility

¨Provides guidance, leadership, or training to other employees (no direct supervision)

X Directly responsible for supervising non-exempt, clerical, or office administration personnel

X Directly responsible for supervising exempt, professional, or technical employees

¨Directly responsible for supervising supervisory/managerial employees

Organizational Structure:

Job title to which this position reports: Associate Executive Director or Executive Director

Job titles directly reporting to this position: All branch membership department staff

Job titles indirectly reporting to this position: None

Essential Duties and Responsibilities:

Ø Active participant on the Branch Leadership team

Ø Works directly with the Executive Director (or AED), Service Team Leaders and all Member Service team members to uphold the YMCA customer service standards of “Facility Excellence”, “Staff Engagement” and “Show”

Ø Delivers the YMCA mission and philosophy to staff, members and guests

Ø In accordance with Association standards and membership policies, assumes the primary leadership role in the development and implementation of the branch membership acquisition plan (responsible for the local plan strategy, tactics and all affiliated results)

Ø Prepares department budget and ensures that membership goals are monitored and met

Ø Responsible for the tracking and reporting of daily membership progress (acquisition and retention) in partnership with the Business office. This includes the reports on campaign leads, new member sales, termination reports and member comments/suggestion trends

Ø Supervises and/or Leads training of Member Service team members (MA, MSC, MSR) in meeting all business roles, activities and functions while delivering outstanding customer service

Ø Leads MSC in developing the weekly Member Service Representative schedule

Ø Assumes primary leadership role in all membership campaigns by coordinating and supervising handling of all prospect sources (i.e. handling of telephone inquiries, interaction with web leads, etc.) and interaction with guests (i.e. tours, front desk interaction, service area collaboration, etc.)

Ø Responsible for prospecting, securing, and servicing Corporate memberships and leading year-over-year growth in Corporate members served

Ø Assists the planning & management of events for prospects, members & guests (i.e. Open House) in partnership with fellow Service Team leaders (Wellness, Camp, Aquatics, etc.)

Ø Participates in the Metropolitan Washington YMCA Member Service Team Meetings, Campaigns, Initiatives, Training Sessions, and additional activities

Ø Partners with ASO, branch leadership and fellow Service Team Leaders to foster increased member engagement and support improved member retention

Ø Maintains close daily contact with the Branch Executive and the Association Vice President of Member Service on the status of membership accounts and operations at the branch

Ø Attends appropriate community events or is a member of appropriate civic associations to promote the YMCA

Ø Performs assignments when scheduled as Facility Duty Officer

Ø Other duties as required

Customer Service Standards:

Staff Engagement:

Ø Greet all members with a smile, eye contact and by name

Ø Be knowledgeable of all programs and activities to engage members

Ø Introduce members to each other

Facility Excellence:

Ø Own the atmosphere created by cleanliness of the facility, information is up to date and have a positive attitude. Ensure that information communicated and/or displayed is updated and accurat Be proactive and responsive to all members needs

Show: Share personal Y experience with all

Share Y Mission stories

Education, Certification, Skills, and Experience:

Bachelor’s degree or equivalent experience

Minimum of five to seven years experience in membership/sales

Relationship Building (corporations, collaborations, community, Boards etc)

Ø Written and verbal communications

Ø Supervision /Staff development

Ø Leadership

YMCA Leadership Certification:

Position requires ongoing progress towards Team Leader Certification

Working Conditions:

Ø Ability to work weekends and evenings for branch and corporate functions

Ø Ability to work extended hours to meet deadlinesØ Leadership

YMCA Leadership Certification:

Position requires ongoing progress towards Team Leader Certification

Working Conditions:

Ø Ability to work weekends and evenings for branch and corporate functions

Ø Ability to work extended hours to meet deadlines

Job Type: Full-time

Pay: $52,000.00 - $56,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Work Location: One location

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