Member Engagement Director-Kraft Family YMCA Position Available In Wake, North Carolina

Member Engagement Director-Kraft Family

YMCA YMCA

of the Triangle – 3.9

Apex, NC Job Details Full-time Estimated:

$44K – $51.1K a year 1 day ago Benefits Flexible schedule Qualifications Multilingual Program development Public speaking Mid-level Bachelor’s degree Organizational skills Communication skills Full Job Description

POSITION SUMMARY

Under the supervision of the Sr. Member Engagement Director, the Member Engagement Director will supervise and manage the Welcome Center, Access Desk, Pool Desk and information/financial services related to membership and program registration for the Kraft Family YMCA Branch. They will work to strengthen relationships among members through member engagement and by strengthening our volunteer culture that aligns with the YMCA of the Triangle. They are responsible for managing those functions in accordance with the stated mission, goals, and policies established by the administrative staff, governing committees, and the Board of Directors of the

YMCA. ESSENTIAL FUNCTIONS

Models relationship-building skills in all interactions. Develops and maintains collaborative relationships with community organizations. Builds positive relationships with members by serving needs and concerns and taking the initiative to provide excellent customer service. Provides leadership, development, vision setting, and continual quality improvement of day-to-day and ongoing operations of the MES staff and Desk staff to ensure all members are greeted warmly and supported effectively during their visit. This includes regular evaluation of environment, Y voice, and member engagement. Understands all program offerings, pricing, business policies and procedures, and registration methods necessary to complete a customer transaction in the Association database. Identifies, evaluates, and assists in the implementation of process improvements and changes. Supervises all member and program participant reception, information service, program registration, building positive relationships with members by serving needs and concerns, and taking the initiative to provide excellent customer service that communicates the voice of the Y at all times. Coordinates with branch leadership team to oversee the implementation of the membership development processes, including retention and sales goals. Creates, ensures and grows our Y culture around our commitment to serve for members and staff. Recruits, hires and supervises staff and volunteer teams across multiple dimensions of diversity. Responsible for onboarding and developing MES & Access Desk staff for success. Maintains regular, clear, and concise communication within area of responsibility. Plans and leads MES , Access Desk and Pool Desk monthly meetings. Manages staffing requirements generating monthly staff schedules and replacement of staff in emergency situations. Personally provides direct service as needed. Maintains a flexible work schedule providing direct service as MES, Access Desk and Pool Desk, including opening, evening and weekends as needed. Serves as a member of the branch Facility Leader Team by providing facility coverage as needed. Serves on the Personify Core team by working with the Association Resource Center to maintain expertise in our membership software, staying up to date with Personify process changes, and effectively communicating those changes to the appropriate staff. Leads branch with Personify problem solving, maintains and analyzes membership data related to sales, retention, attrition, and program quality. Serves as liaison with the customer service department with the responsibility for all transfers of monies and registrations for memberships and programs from the Front Desk as well as all networking operations between the two departments. Ensures proper registration and program materials are available. This information may include but not be limited to parent’s manuals, informational handouts, and Personify registration information. Assists with the YMCA Annual Campaign through development of staff team, recruiting volunteers and meeting annual fundraising goals as assigned. Assists in Developing and managing all budget areas related to MES, Access Desk and Pool Desk. Participates in the Branch Business Team and other association teams as needed. Serves on the branch Membership Engagement Team (MET) by collaborating across departments for implementation of the membership framework for the branch when needed. Performs other duties and responsibilities as assigned by supervisor.

QUALIFICATIONS

Bachelor’s degree in related field preferred and/or 1-2 years of related experience. Experienced in and passionate about creating and fostering communities and relationship building through programs. Demonstrated experience in program and personnel development. Ability to effectively manage staff, programs, and department schedules. Oral, public speaking and written communication skills. Requires a positive attitude, high level of initiative and professionalism, and enjoy working in and creating a strong team environment. Demonstrate initiative, effectively prioritize, and possess strong organizational skills. Ability to relate effectively to diverse groups of people from all social and economic segments of the community. Multi-lingual desired but not required.