Engagement Director

Do you love connecting with people? Do you want to make a difference in all aspects of wellbeing? Are you social/creative/passionate about a cause driven purpose? The Membership Customer Service Director connects with customers by providing tours, selling the benefits in membership, and promoting events and fitness classes. The Membership Customer Service Director will efficiently manage the front desk operations problem solving and identifying ways to improve the service we provide our members.

Are you a service driven leader? At the YMCA you will interact with a diverse community and no day is ever the same. The Membership Customer Service Director is an integral part of a team all working toward one common mission, so that ALL can thrive. The Membership Customer Service Director supervises the team as the first point of contact for a prospective new member working to identify their needs and offering solutions to those needs. The Membership Customer Service Director will hire , onboard, train, develop and retain the team while modeling and leading quality customer service.

The Membership Customer Service Director will need to be self-motivated in engaging with our customers and build strong relationships ensuring members and guests receive exceptional customer service making their visit the best part of their day. It will be critical for The Membership Customer Service Director to be organized to be able to take time to listen and chat to our customers before/after group fitness classes and exercise and via phone, as well as ensuring you are still able to get the administrative work accomplished. The Membership Customer Service Director will also assist with customer registrations, tracking, networking with existing customers as well as on-boarding new customer service staff.

1. Job Summary:

The Engagement Director is responsible for managing the Welcome Desk operations and ForeverWell program at their YMCA ensuring members and guests receive exceptional customer service making their visit the best part of their day. The incumbent will hire, onboard, train, develop and retain the team while modeling and leading quality customer service.

2. Essential Functions:

• Be an advocate and key leader for exceptional customer service and communication while engaging with members, guests and participants throughout the branch.
• Hire, onboard, train, develop and retain the Welcome Desk and ForeverWell teams.
• Lead team member engagement to ensure that a high performance, member-centric culture of outstanding service is in place, ensure team members are fully on boarded and engaged to serve the members/participants and meet or exceed the goals for retention.
• Manage welcome desk operations ensuring efficient administrative processes are in place while employing association improvement processes for front desk procedures.
• Be empowered to resolve customer/member complaints.
• Support new sales by conducting tours for potential new members.
• Support and implement member engagement events and promotional activities.
• Oversee and manage the staffing budget to ensure goals are achieved.
• Responsible for communication activities to engage and inform members, participants and team members.
• Serve as a member of the branch management team performing specific duties which support the overall success of branch operations.

3. Relationships:

This position reports to the Executive Director who reports to the Operations Leadership team. The incumbent may serve as a member of an expert group. This position supervises the Welcome Desk and ForeverWell team. The incumbent interacts regularly with members, participants, and guests in an effort to provide excellent customer service, quick resolution of complaints and enhance membership and program retention. The Engagement Director will develop effective working relationships with all programmatic and sales teams in the branch, providing a seamless experience for members and guests.

4. Qualifications:

Required:

• Undergraduate degree or equivalent relevant experience.
• Minimum of three (3) years customer service experience.
• Minimum of one (1) year of supervisory experience.
• Ability to manage a budget and financial resources.
• Excellent customer service, problem solving, interpersonal and organizational skills.
• Strong leadership skills.
• Must be self-directed, motivated, and creative.
• Ability to work with diverse populations.
• Ability to work a flexible work schedule.
• Computer skills in Microsoft WORD, Excel, and PowerPoint
• Must be CPR and First Aid certified or willing to become certified within the first 30 days of employment. (Certification classes available upon employment.)

Preferred

• Multi lingual

5. Work Conditions:

• Must be able to provide facility tours.
• Must be able to travel locally to attend meetings.
• Ability to work in a fast paced and changing environment.
• Ability to respond to emergency situation in a calm and efficient manner.

6. Additional Notes:

This job description represents the major functions of the position but is not intended to be all-inclusive. The incumbent is also responsible for taking direction from the Vice President of Operations in completing projects or performing duties deemed necessary for the branch or Association success.

Diversity, Equity and Inclusion Pledge

The Y of the North is committed to the work and everyday practices of eliminating disparities and eradicating of unjust systems to become a multicultural, anti-racist and anti-oppressive organization. YMCA of the North team members and volunteers must exemplify the association’s mission, vision and values of caring, equity, honesty, respect and responsibility.

The YMCA of the North continues to develop plans and strategies to ensure team members and volunteers reflect the demographics of the communities we serve. We will continually conduct institutional racism and oppression review of our policies, procedures and practices in recruitment and selection; compensation and benefits; professional development and training; promotions; transfers; layoffs; terminations; and the ongoing development of a multicultural, anti-racist and anti-oppressive work environment and culture that promotes equity and respect for the human dignity of all. We value and respect this diversity and choose to be inclusive through our acceptance of all.