Findlay YMCA - Membership Experience Director

GENERAL FUNCTION

Under the Direction of the Operations Director the Membership Experience Director is primarily responsible for providing direct leadership to areas related to internal public communications, membership development, membership satisfaction, and membership retention. Responsible for supervising and coordinating all front-line staff and systems that relate to membership reception and services. This Director will oversee the processes related to sales of new memberships and data entry. The Membership Experience Director will work as a team member toward the realization of the association's goals and objectives in cooperation with staff, board, and committee volunteers. The Membership Experience Director is a self-directed, motivated, and creative individual who is responsible for internal membership operations and development in the areas of membership sales, program sales, member retention, member experience, and the development and support of staff to carryout membership functions. Membership & program marketing responsibilities include working in coordination with the Operations Director to develop & implement new & returning membership & program acquisition initiatives, retention efforts & member communications.

PRINCIPLE ACTIVITIES

Develop & implement membership & program acquisition & retention campaigns which drive sales, retention & revenue to meet operational objectives. Work with leadership to determine and meet membership growth goals including the creation and management of membership budgets, promotional plans & retention activities. Responsible for orienting and training of membership staff including providing intensive. orientation, training and coaching during the first 90-days of employment. Lead efforts to ensure exceptional standards for customer service across the association. Identify and implement leading practices for on-boarding new/returning members and the overall member experience. Develop, nurture, and sustain an environment that supports our mission, values, and guiding principles. Oversee the operations of the front desk and all staff responsible for receiving new members, supporting membership services and inputting membership data. Responsible for the hiring, scheduling, training, supervising, and evaluating of all front-line staff. Responsible for being one of the staff liaisons to the Membership/Program Committee. Develops and maintains the department's operational budget and all records that assist with providing program information to the staff, Board of Directors, United Way and YUSA. Assumes a leadership role with staff training in the areas of membership development, satisfaction, and retention. Assume a leadership role in the coordination and implementation of membership events to raise the member experience.

ESSENTIAL DUTIES & RESPONSIBILITIES

Schedules and performs monthly staff meetings with Membership Coordinator and member services staff. Runs various reports to ensure member data integrity. Hires new staff members. Oversees onboarding for new members. Processes Open Doors (Financial Assistance) applications. Organizes front desk to best support member services staff. Help Membership Coordinator Lead member service staff and member services staff with questions about job specific details. Responds to and resolves elevated member concerns. Manages payroll for member services staff. Assists VP of Finance with billing and refunds. Assists in creating a member-focused culture. Other duties as described/assigned.

OUR CULTURE

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day.

We are welcoming:

we are open to all. We are a place where you can belong and become.

We are genuine:

we value you and embrace your individuality.

We are hopeful:

we believe in you and your potential to become a catalyst in the world.

We are nurturing:

we support you in your journey to develop your full potential.

We are determined:

above all else, we are on a relentless quest to make our community stronger beginning with you.

Job Type:

Full-time Benefits:

Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance Full Staff YMCA membership

Schedule:

Monday to Friday On call Weekends as needed

Work Location:

In person

QUALIFICATIONS

Minimum 2 years of experience with proven success in operations, membership sales and customer service.

A college degree:

Associate's minimum, Bachelor's preferred. Excellent customer service, sales, marketing, problem solving, interpersonal and organizational skills. Ability to work with diverse populations. Excellent written and oral communications skills. A friendly, enthusiastic, and conscientious leader with exceptional knowledge and skills in the areas of member relationship management. Proficiency in developing & training staff. Passion for high standards and believes in the YMCA mission. Ability to set an excellent example of healthy living, customer service, and community involvement. Create an atmosphere that promotes member satisfaction and encourages retention. Able to work some evenings and weekends.