Director of Membership and Analytics

This position is responsible for Association-wide execution of membership operations in alignment with association standard operating procedures. Led by the Vice President of Membership and Analytics this role implements and oversees the tactics and processes to achieve the strategic direction of the membership department. Develop ongoing evaluation methods to ensure execution of YMCA brand and customer service approach focus on well-being, achievement, relationships and belonging. Execute member on-boarding process to ensure consistent application across all locations. Manage processes and data for membership operations including NSF, membership engagement, membership wellbeing impact surveys, lead generation, scholarship process, and membership cancelation.

• Bachelor’s Degree in related field
• 7 years' professional experience in Sales or Business Development
• Demonstrated ability to develop key processes that result in positive results sales and customer service
• Must be self-motivated and highly organized with the ability to effectively work under pressure, use independent judgment, and produce quality work within tight time constraints
• Must be able to effectively coach others by giving and receiving feedback well
• Strong organizational skills, self-starter with initiative to work independently
• Willingness and ability to collaborate effectively
• Approachable, flexible, and empathetic demeanor comfortable communicating both in writing and verbally
• Ability to work evenings, weekends, and irregular hours as needed to meet deadlines
• Friendly, enthusiastic, and conscientious leader with excellent knowledge and skills in the areas of service and membership relationship management
• Ability to demonstrate an organizational approach guided by the Mission, Vision, and Values
• Ability to provide on-site coaching and training to ensure that best practices are known, understood, and embraced by staff and followed consistently
• Ability to develop and manage process for key membership operations including NSF, acquisition, member engagement, lead generation, scholarship, cancelation, third-party, and retention

• Operationalize best practices in membership acquisition, retention, customer service, and customer engagement informed by our well-being strategies
• Perform onsite mentorship and coaching for membership operations in the field for all aspects of a high-quality membership operations including scholarship, engagement, cancelation, NSF, etc.
• Provide onsite evaluation of standard operational practices for enrollments in Trac Rec with coaching and mentoring
• Provide data for leaders to make informed decisions to grow membership units, ARPU, retention rate, lead closure rates, and program enrollments, etc.
• Develop voice of the customer process to engage consumer data and improve membership experience
• Develop a culture of goal-oriented sales with a sales funnel, daily goals, closure rates and net growth membership outcomes monthly and annually
• Develop on-boarding for memberships to increase membership usage
• Develop membership engagement data for third-party memberships (insurance paid) and coach branches on engagement strategies to increase usage
• Develop strong partnership with health and wellness/well-being departments for member on-boarding and engagement process
• Develop process and complete ongoing evaluation of the membership lead generations
• Oversee corporate membership strategy
• Other duties as assigned

CPR/AED, and First Aid Certification, must include Adult and Child/Infant, obtained within 30 days of hire and must be from one of the following certifying organizations:

American Red Cross

American Heart Association

American Safety & Health Institute

The YMCA of San Diego County is an Equal Opportunity/Affirmative Action/Disability/Protected Veteran Employer