Member Services Director

POSITION SUMMARY

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.  Under the guidance and supervision of the Sr Director of Operations, the Membership Director is responsible for the organization, delivery and quality of YMCA program(s) to the membership, program participants and community. In addition, the Membership Director is responsible for administrative tasks as they relate to program and membership, budgeting, committee involvement, staff supervision and mentoring, collaborative community efforts, facilities and equipment, campaign involvement, grants, sponsorships and planning.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The Membership Director is expected to fulfill the following functions:

1. Further cultivate and enhance membership engagement, retention and operational efficiency.

2. Regularly assess member feedback to ensure programs and services meet community needs.

3. Promote program and membership enrollment with existing and potential members. 

4. Coordinate program registration including logistics to support phone, walk-in and web registration. 

5. Coordinate marketing efforts to maximize enrollments and provide ongoing support to Program Directors on related issues.

6. Ensure a high level of service and engagement that fosters loyalty among those we serve and community partners.

7. Organizes membership events at the YMCA and represents the YMCA at community events to promote the YMCA.

8. Develop standard operating procedures (SOPs) for all membership processes, ensuring consistency, efficiency and security.

9. Review and update desk procedures and communicate changes to staff in a clear, concise way. 

10. Coordinate and lead consistent membership staff meetings.

11. Coordinate with the business office as necessary on financial and billing transactions.

12. Participate in the planning of the annual budget; manage and implement the approved budget for membership and take appropriate action to correct variances.

13. Lead membership staff and volunteers effectively; recruit and hire diverse staff and volunteer teams; onboard and develop them for success.

14. Lead all playland operations and functions to ensure a safe and clean environment.

In addition to the essential duties and responsibilities, all Program Directors will: 

• Recruit, train, supervise, mentor and conduct performance reviews of non-exempt and part-time program staff.

• Assist in the communication, distribution and scholarshipping of program information and analyze and evaluate the effectiveness of program delivery and results.

• Develop and maintain collaborative relationships with community organizations.

• Develop and monitor program budgets to meet fiscal objectives.

• Assist in fundraising activities, special events and participate in the annual campaign.

• Pursue/participate in ongoing program and management training and attend weekly staff meetings.

 WORK ENVIRONMENT AND PHYSICAL DEMANDS

• Ability to perform all physical aspects of the position; including leading class, walking, standing, bending, reaching, and lifting.
• Ability to work in a fast paced environment and switch tasks as new challenges and projects emerge.

QUALIFICATIONS

1. At least 21 years of age.
2. Alarm/Emergency Procedures training within 90 days of hire and annually thereafter.
3. CPR, First Aid and Child Abuse Prevention training within 90 days of hire and biannually thereafter.
4. New Employee Orientation within 90 days of hire.
5. Bachelor’s degree from four-year college or have experience in a related field.
6. Basic computer and mathematical skills for program development, management and appraisal.
7. Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
8. Ability to solve practical problems and work through situations of varying gravity.   

BENEFITS AVAILABLE

• Insurance: FREE Life Insurance coverage; Health, Vision and Dental Insurance available for the whole family; HSA Account contributions for staff who select a high-deductible health insurance plan

• Retirement: Eligible to contribute an optional percentage or dollar amount to a 401K or Roth account after one year of service, with a YMCA match of up to 4%; an additional contribution annually from the YMCA per Board discretion 

• Membership: FREE membership for the whole family!

• Childcare: 50% discount on YMCA childcare, and FREE After School childcare

• Programs: First Camp Session FREE; one FREE program every session!

• Training: FREE on the job training to include CPR, First Aid and many more opportunities.

• Employee Assistance Program: Services include face to face counseling, financial coaching, legal counseling and virtual counseling.

OUR CULTURE

• Welcoming: The YMCA is open to all people and creates spaces where people can belong. 
• Genuine: The YMCA values people for who they are and encourages them to be true to themselves and others. 
• Hopeful: The YMCA believes in people's ability to inspire a brighter tomorrow. 
• Nurturing: The YMCA is with people on their journey to develop their full potential. 
• Determined: The YMCA works relentlessly to strengthen communities. 
• Respect: The YMCA sees all people as equal in worth and value. 
• Responsibility: The YMCA is accountable for actions and impact. 
• Caring: The YMCA is guided by caring, honesty, respect, and responsibility. 
• Diversity, equity, and inclusion: The YMCA strives to ensure that everyone has the opportunity to reach their full potential. 

Join us today!

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