Membership Director
Job Posting for Membership Director at YMCA
This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. The Membership Director at the YMCA of Greater Westfield intentionally fosters a cause-centered culture that is welcoming, genuine, hopeful, nurturing, and determined. Oversees all aspects of membership for the Association including recruitment of new members, retention of existing members and supervision of assigned staff. With a focus on marketing and communications, the Membership Director is responsible for member engagement throughout the organization. Develops, plans and implements new procedures and methods to achieve strategic goals.
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.
- Bachelor's degree in related field preferred or equivalent combination of education and experience.
- Previous supervisory experience in customer service.
- YMCA or other non-profit experience.
- Excellent personal computer skills
- Experience with membership software Daxko Operations.
- Highly attentive to detail.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
General
- Assists in creating a cause driven and member-focused culture. Fosters a climate of innovationand resolves problems to ensure member satisfaction.
- Develops, implements and monitors standard operating procedures as they relate to the operations of the membership department. This includes the SOPS fo DAXKO Operations. Responsible for and ensures that the DAXKO Operations is utlized in accordance with recommended best practices. Provides and maintains related statistics and reports.
- Ensures proper implementation of front desk procedures. Reviews and updates desk procedures and communicates changes to staff in a clear, concise way. Coordinates with the business office as necessary on financial transactions.
- Models relationship-building skills (including Listen First) in all interactions. Responds to all member and community inquiries and complaints in timely manner.
- Assist as needed with YMCA operations, building coverage, meetings and special events.
- Participates in the planning of the annual budget; manages and implements the approved budget for membership and takes appropriate action to correct variances.
- Provides leadership and support to the annual fundraising campaign and volunteer committees/boards as assigned. Assist in special events.
- Works with the Association leadership to identify and implement training to enhance sales and retention skills and strategies for membership & Association staff.
- Works with Association staff to provide program facilities for members that are safe, clean, adequately equipped, well maintained, and attractive.
- Serves as a member of the YMCA leadership team and membership team.
- Performs other duties as assigned by the CEO.
Membership Acquisition and Retention 1.
- Drive increased membership sales through the creation and implementation of sales strategies and closing techniques. Analyzes market data to develop, recommend and implement a strategic sales plan for membership which meets established Association goals and objectives.
- Work with Program Operations Director to set and achieve sales and retention goals as well as the direction for the membership team.
- Building relationships with and among members and program participants, responding to inquiries and solving problems. Creates a supportive community environment, recruits and engages new families, and connects families to the YMCA’s cause.
- Leads membership staff and volunteers effectively; Recruits, hires, trains, develops, schedules and directs diverse staff and volunteer teams . Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals. Ensures a level of service and engagement that fosters loyalty among those we serve.
- Together with the Membership Team, develops, implements, and manages operating plans to promote program and/or membership growth for the YMCA as well as growth goals, for income and special events . Executes strategies to ensure that members and/or program participants connect with one another and connect with the YMCA.
Member Engagement
- Develops and implements a Member Engagement Plan to ensure a culture of committed relationships and engagement which results in increased membership and program participants.
- Organizes membership events at the YMCA and represents the YMCA at community events to promote the YMCA.Engages and builds collaborative relationships with community stakeholders and organizations.
- Executes strategies to ensure that members, staff, volunteers and/or program participants connect with one another and connect with the YMCA.
Marketing and Communications
- Develops annual operating goals, objectives and plan for the marketing and communications area. Monitors the achievement of this plan, taking appropriate action to ensure that the goals and objectives are met.
- Develops, produces and distributes program information necessary to promote programs, in accordance with membership and marketing plans.
- Maintain and update website and other media/marketing vehicles; maintains all social media and web forums
- Produce and distribute informational updates to members, staff, donors, volunteers, community stakeholders and participants i.e. newsletters, social media, bulletin boards
Mission Advancement : Models and teaches the Ys values. Ensures a high level of service with a commitment to changing lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund-raising.
Collaboration : Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance and support.
Operational Effectiveness : Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.
Personal Growth : Shares new insights. Facilitates change; models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.
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