Membership Manager

Summary:  The Manager of Membership is responsible for serving members and guests, recruiting new members, and retaining existing members at the Mandel JCC with equal priority. They focus on creating an environment and culture for the Membership Services team by providing friendly and engaging interactions with everyone who comes to The J. They will develop the Membership Engagement team; and will actively recruit, train and lead a team of Membership Team that will do the same. The Manager of Membership will work in conjunction with the other Department Heads to act as the liaison with Sr. Director of Marketing & Communication and the Fitness, Wellness & Engagement Directors in 4 major functions: building the membership unit base to the targeted level, building the average sales per member to targeted levels, assisting with member retention and work directly with marketing to ensure membership and fitness needs are met.

Expectations of Employees:

• Support the Mission of the Mandel JCC.
• Ensure the highest quality of programs and services and possess a working knowledge of agency programs and services.
• Represent the agency and provide the highest quality of customer service to the individuals and groups with whom you come into contact.
• Treat fellow staff with respect.
• Wear Mandel JCC Staff ID badge and attend appropriate staff meetings.

Essential Functions:

Service Standards

• Hire, train, and manage membership team to assure Membership Services operations are customer-centric, new member sales goals are achieved, and follow-up calls are made.
• Establish and implement membership team service standards that will create a positive member experience and support the mission of the Mandel Jewish Community Center.
• Implement ongoing training and coaching to equip membership team with the necessary skills to consistently provide excellent customer service.

Member Services

• Oversee and monitor Membership Services Desk to ensure members and visitors are promptly greeted and assisted.
• Act as second step for member inquiries and problems that cannot readily be resolved by direct membership staff.
• Within established guidelines, exercise judgment in granting member requests or meeting member needs.
• Create and manage Membership Services Desk staffing schedule to ensure optimal coverage is available during membership staffing hours.  Provide back-up and assume duties at Membership Services Desk as needed.

Membership Sales and Retention

• Develop and implement a year-round plan to promote membership sales and retention including:
  • New and innovative sales initiatives to attract and convert prospective leads into membership sales which include various incentives
  • Corporate membership program promotion
  • Oversee membership sales function including tours, sales closing, and outside sales.,
  • Set goals for membership sales and retention in conjunction with The J’s leadership team that will support The J’s financial goals.
  • Maintain oversight of new member acquisition and retention phone calls
• Provide monthly, quarterly, and annual sales reports and key performance indicators to reflect annual department budget.
• Hire, train, and evaluate membership engagement specialist activities to ensure new member follow-up calls are made and that membership retention is positively trending.

• Monitor and evaluate sales staff compensation and commission.
• Measure and track sales activity and ROI from marketing promotion initiatives and member referral campaigns.
• In collaboration with the Marketing & Communications department, develop marketing initiatives which support membership sales and retention projections and membership revenue goal.

• Oversee business planning, budget development, and expenditures toward achievement of department objectives.

• Monitor and evaluate corporate discount program.
• Provide back-up sales and tour support as needed.

Membership Operations

• Provide timely and accurate membership information to Senior Leadership Team, and Board of Directors as requested which will enable them to make appropriate business decisions.  Using membership database and billing software, produce multiple reports related to member retention, member attrition, and membership sales.
• Manage membership data to ensure information is accurate, updated, and accessible.
• Generate scheduled reports and reports on an as needed basis related to renewals, changes in membership categories, lapsed members, duplicate accounts, and promotion results.
• Audit membership joins and cancellations, upgrades and downgrades, and other daily transactions on an ongoing basis

Marketing Service

• Working closely with marketing to plan, coordinate, and implement marketing strategies for membership and fitness.
• Facilitate and coordinate community engagement and membership events.
• Manage and update the website with all updates in conjunction with marketing.

Other Responsibilities:

• Upholds the professional standards of their field and always acts in a manner that is consistent with the best interests of The J and will protect and enhance its reputation and standing in the community.
• Adheres to The J’s code of ethics and avoids any real or perceived conflicts of interest.
• Shows respect for co-workers and members and an understanding of and appreciation for the diversity of the Agency’s staff, members, and audiences.
• Aspires to excellence in all aspects of their work and serves as a model for others.
• Maintains confidentiality.
• Adheres to all Mandel JCC protocols, procedures, rules, and policies.

Qualifications:

• Bachelor’s degree in a related field (or equivalent experience to substitute for education).
• Four years of experience in a customer service environment that includes managing front line staff.
• Marketing experience a plus.

• Strong written and verbal communication and organizational skills with attention to detail.
• Knowledge of Microsoft Office Suite (Word, Excel, and Outlook).

• Ability to work well under pressure to manage multiple concurrent tasks, re-prioritize work, and be flexible while meeting tight deadlines.
• Ability to lift and/or move up to 25lbs.