This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. The Associate Director of Membership provides professional leadership and support to the overall operation of the Membership department to produce consistent, superior service resulting in the maximization of member enrollment, engagement, satisfaction and program participation.
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 a place where you can belong and become. We are genuine: We value you and embrace your individuality. We are nurturing: We support you in your journey to develop your full potential.
Works in conjunction with HR to recruit, hire, train, schedule and develop quality membership department teams, including full time staff, part time staff and volunteers.
Maintain a consistent professional image.
Utilize active listening to understand an individual's goals and interests, connecting their interests to membership, program and service benefits and offerings.
Ensure customer satisfaction by confirming staff have the resources necessary to provide members and participants with the highest level of customer service.
Cultivates and maintains positive relationships with members through quality service interactions, regardless of method of contact. Responds to all member and agency inquiries/complaints in a timely manner, including but not limited to our “Contact Us” portal.
Develop, promote and administer tours and conversion/sales, member touch points, appreciation events, and other member focused programs, to ensure consistent delivery and enhance the YMCA experience.
Create, enter, coordinate and evaluate programs and events as needed.
Direct Supervision of all full time positions and all part time staff members in assigned programs, as well as contract service personnel.
Accurately process new memberships and program registrations including cash transactions and maintenance of member records.
Utilize strong communication, customer service and problem solving skills to build relationships and create excellent member experiences. Meet and exceed membership satisfaction and retention goals.
Assist in preparation of membership statistics/reports.
Adhere to established safety, human resources, and financial policies and procedures of the Department, Branch and Association.
Accountable for monthly shift assignments and flexibility of schedule including nights, weekends and holidays. Attend and remain current on all training and meetings as assigned.
Provide support to stay within budget guidelines for the department as deemed necessary by the Director of Member Engagement/Health and Wellness.
Monitor and assist in the development, ordering and production of all membership program supplies.
Actively recruits participants to planned events and is readily available during and after programming activities to make connections and advise participants on other appropriate involvement within the YMCA.
Collaborates with other YMCA Associations to provide shared services opportunities and connectivity between organizations.
Collaborates with community organizations, as appropriate.
Develops promotional materials and distributes program information in consultation with the Y Marketing Director and Director of Member Engagement/Health and Wellness.
Provides support for the large YMCA annual functions/events.
Provides leadership to the Annual Campaign to raise funds that will support individuals in need of subsidy.
Serve as full time facility Leader on Duty to include management of in-house calendars.
Other duties may be assigned.
Bachelor’s degree in business, management or related field, preferred.
One to two years related experience preferred.
Customer service experience preferred.
Must have the ability to read and interpret documents. Ability to write correspondence and address issues in a verbal and written format. Ability to speak effectively with staff, members, collaborators, vendors and volunteers. Ability to write business correspondence.
Budgetary experience preferred. Ability to calculate figures such as percentages, ratios and discounts.
Individual must have intermediate to advanced level computer skills with programs including but not limited to Word, Excel, Outlook, and PowerPoint. Preferred experience with YMCA customer relationship management software.
Ability to relate to top community leaders and diverse groups of people from all social and economic segments of the community.
Ability to create interpretive materials to enable Active Older Adults to understand the YMCA and how we achieve our mission.
