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Membership Operations Director

YMCA of South Florida
Fort Lauderdale, FL Full Time
POSTED ON 4/11/2024

The Membership Operations Director is a management position that is accountable for membership engagement driving unit growth from improved retention. They ensure that the team meets/ exceeds term goals, supports sales and net unit growth every month, in line with Membership Sales and Association goals. Also, ensuring the Membership experience is a quality experience.

Essential Functions / Job Duties:

  • Manages the schedule / supervises Member Service Representatives – staffing for the needs of the operation, to align with association labor hours.
  • Is the first point of contact for all customer related issues and has the responsibility to control the outcomes of the issues by providing a good experience and a solid outcome.
  • Heavily promotes all YMCA program registration, retention and engagement promotions.
  • Performance is based on achievement of team goals, member engagement, retention and overall revenue growth in membership and the overall support of program growth.
  • Contribute and implement innovative ideas to improve membership operations and ensure the experiences are positive and solution based.
  • Ensures that Membership Service representatives maintain a professional safe and clean environment at the Membership desk by following the YMCA of South Florida’s safety rules and practices.
    • Responds to incidents / accidents following the YMCA of South Florida protocols.
    • Reports incidents / accidents to AED of Membership and Risk Management.
  • Participates in Annual Community Campaign and events.
  • Maintain professional safe and clean environment in member services areas.
  • Adheres to all policies, guidelines, rules, and best practices as outlined by the YMCA of South Florida or directed by supervisor.

Qualifications, Skills and Abilities / Position Requirements:

  • High School degree or equivalent.
  • Minimum of 3 years of customer service or sales experience.
  • Minimum of 3 years of supervisory experience.
  • Ability to address difficult member situations / conflicts in a professional and courteous manner and exudes excellent interpersonal skills
  • Ability to work independently, and as part of a team.
  • Ability to multi task and meet deadlines in a fast pace environment.
  • Organized and detail-oriented.
  • Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
  • Must demonstrate a strong desire to serve others and give back to our community.
  • A professional, goal driven, self-motivated leader with a positive attitude.
  • Ability to problem solve.
  • Accepts and demonstrates YMCA core values; honesty, respect, caring, and responsibility.
  • Have a strong work ethic, excellent customer service skills, be punctual and reliable in attendance.
  • Excellent computer skills and experience with standard business software (e.g. Microsoft Excel and Word).
  • Must be able to work flexible hours including evenings, weekends, and holidays.
  • Ability to respond to safety and emergency situations.
  • Bi-lingual, English and Spanish language a plus
  • CPR/First Aid and AED certified within 90 days of employment.

Time Management

  • 95% of focus is on engaging and retaining members in the family center.
  • Works 5 – 10 hours per week on the membership desk

Position Profile:

  • Outgoing personality enjoys interacting with people.
  • Ability to stay calm in stressful situations.
  • High level of patience.
  • Has the ability and creativity to navigate difficult conversations.

Salary.com Estimation for Membership Operations Director in Fort Lauderdale, FL
$106,831 to $138,755
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