Director of Membership

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. This role is responsible for developing membership and other program revenue, which will enable the center to advance their mission and strategic/operating plan. Responsibilities include but are not limited to meeting and/or exceeding revenue goals for all membership categories, including corporate membership accounts.

The Director of Membership Growth will also work closely with the CEO and Associate Executive Director, and Welcome staff in deploying retention strategies. They will also work closely with related staff to ensure the center is providing timely, efficient and consistent service adhering to the customer service guidelines outlined by the association.

ESSENTIAL FUNCTIONS:

Develops, implements, and manages operating plans to promote program and membership growth and retention for the YMCA. Measures progress against strategic goals and ensures continuous improvement.

Develops, implements and manages strategic partnerships.

Assures and documents compliance with state and local regulations. Ensures that membership and program standards are met and safety procedures are followed.

Develops and controls department budgets related to the position so that resources are devoted to top priorities and strategic objectives.

Uses data to analyze financial trends and forecast future financial progress for the organization.

Recruits, Hires, trains, and supervises staff and volunteers in assigned areas. Organizes people and activities for efficiency and effectiveness.

Ensures high-quality member-focused programs and initiatives through innovative program development, focused members and the community. Ensure programming promotes core values, following process and procedure, and ensures long term impact on the strategic direction of the organization.

Determines, tracks, evaluates and communicates department performance metrics (business and impact)
Promotes department growth and development through program enhancements, participation growth, new programs, and partnerships

Rewards and recognizes new and relevant ideas and approaches even if not successful.

Leads organizational initiatives and stretch goal assignments

Acts as part of the leadership team, provides organizational oversight, and oversees daily accounting procedures including cash handling, electronic transactions, reconciliations, deposits, and related financial documentation.

Supports and participates in the annual YMCA Strong Families Campaign Performs all other duties as assigned.

FOCUS AREA SPECIFIC FUNCTIONS:

Develop, implement, monitor and modify the strategic sales/revenue plan for all membership categories including center corporate membership to meet or exceed membership goals.

Accountable for learning and training the team on current customer service guidelines.

Oversee and implement the process for prospecting and tracking new members (phone, walk-in, web inquiries).Oversee and implement the new member follow-up calls.

Coordinate and conduct the tour process for potential new members using the customer service guidelines, open-ended questions, determining needs and offering solutions and options.

Oversee Member Services desk staff to drive service initiatives and cross-selling opportunities.

Serve as the direct contact for member recovery and cancellations.

Hire, develop/coach and supervise a highly functioning service and sales team Serve as the point person for member experience and engagement training throughout the YMCA by providing cross department internal training, YUSA service training and monitor sales and member service team in regard to effective customer service, experience, telephone skills and tour guidelines.

Serve as the point person for Daxko, follow accounts receivable processes, fairly and equitably implement financial assistance processes

Run membership and program KPI reports and provide a monthly status report to the leadership team Attends and participates in leadership team meetings.

Bachelor's degree in business, management or equivalent, preferred.

Four or more years of management and/or sales experience, preferably in a YMCA or other nonprofit agency is preferred.

Ability to fulfill and manage state licensing and regulatory requirements

Ability to direct programs through supervision of volunteers and staff, development and monitoring of budgets, marketing and public relations, program development and fundraising

Prefer knowledge of, and previous experience with, diverse populations

Proven track record of developing authentic and deepened relationships with others

Ability to establish and maintain collaborations with community organizations

Ability to take ownership and provide resolutions

Knowledgeable and keep current of program and service offerings and the scope of options available to members including membership pricing, income-based pricing (MFA),…