POSITION SUMMARY:
Under the direction of the Branch Executive Director, the Member Services and
Wellness Director leads staff in attracting, engaging and retaining members.
This includes driving a superior member experience, increasing membership
enrollment, and enhancing membership connection/engagement, thereby
increasing membership and program satisfaction and retention. This position
ensures that membership administration operates efficiently and employs a
continuous improvement model to meet and/or exceed goals for satisfaction,
connection and engagement.
Wellness responsibilities include developing, delivering and administering
programs to diverse groups of members. The incumbent is responsible for
program quality, management and supervision of staff and compliance with
association policies, licensing requirements, procedures and expectations. The
candidate must ensure the safety, well-being and personal growth of staff,
members and participants.
Critical areas of expertise include relationship-driven service, peer and
community influence, enhancing the member experience, retention strategies,
leading others and ability to work well with various departments, successfully
overseeing part-time teams and recruiting, hiring and retaining high-
performing staff.
ESSENTIAL FUNCTIONS:
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Leads the welcome center and wellness operations to ensure membership engagement and satisfaction by delivering a high-quality experience, determined by membership retention, achievement of wellness goals, community impact and fiscal responsibility.
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Drives membership enrollment through relationship driven interactions, conducting cause-driven member tours and assisting in ensuring a quality experience based on member-specific needs and interests.
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Identify and attend community events to promote Y membership.
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Responsible for overall wellness program operations, including but not limited to group exercise classes, health intervention programs, personal training.
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Provide an outstanding fitness and wellness experiences to all members by developing monthly member activity calendars, leading excellent wellness floor services, supporting the delivery of outstanding personal wellness training experiences and delivering excellent new member on-boarding experiences, development and marketing, schedule of activities, staff and member communications, quality of programming and classes, staff development, licensing and certification compliance where applicable.
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Work in a team environment and encourage open communication regarding concerns/issues with members, co-workers and supervisors.
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Hire, develop, motivate, train, schedule and retain a team of staff committed to the YMCA’s mission.
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Manage budgets and financial resources responsibly by monitoring expenditures, ensuring compliance with fiscal policies, and supporting sound financial decision-making to achieve organizational objectives efficiently and effectively.
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Implement, track and report as required for grant funded programs.
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Support the delivery of Community Health Programs (Health Kids Day, health fairs, etc.…) in cooperation with other staff on the YMCA’s leadership team.
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Ensures all YMCA of the Chesapeake program standards and best practices are implemented and followed. Applies YMCA policies and procedures, including those related to best practices, emergency procedures, medical and disciplinary situations and child abuse prevention. Ensures staff are properly trained and prepared for emergency situations. This includes implementing and following training requirements in addition to ensuring proper reporting of all incidents/accidents according to risk management procedures.
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Completes all job related, supervisory and other trainings as required.
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Performs all other duties as assigned. This position may require availability to work flexible hours including evenings, weekends, and holidays as needed.
The Y: We’re for youth development, healthy living, and social responsibility.
YMCA COMPETENCIES (Leader):
Mission Advancement-Models and teaches the Y’s values. Ensures a high
level of service with a commitment to improving lives. Provides volunteers with
orientation, training, development, and recognition. Cultivates relationships to
support fundraising.
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 tailor's 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.
1. 2 to 4 years of experience in a YMCA leadership role or relative experience.
2. At least 21 years of age
3. CPR, First Aid, AED certifications and Child Abuse Prevention training within
30 days of hire date.
4. Previous experience with diverse populations preferred.
