Membership Director

Under the direction of the Center Executive Director, the Membership Director leads center membership 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, membership mix and budgeted net membership revenue.

Critical areas of expertise include: relationship-driven sales and service, peer and community influence, enhancing the member experience, retention strategies, leading others and working in teams, successfully overseeing part-time/full-time teams and interviewing, hiring and onboarding associates.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

Program Quality and Growth

* Welcome Center Operations > Leads the welcome center operations to ensure membership engagement, acquisition, retention, and continuous improvement to include, but not limited to:
* Ensure standards are being followed for member service and engagement.
* Timely notification to member services team associates about any changes regarding center, program and other related information critical to member service and engagement.


* Membership Enrollment > Drives membership enrollment including meeting/exceeding established goals. This includes:
* Assists the association marketing team and center leadership teams to execute enrollment and marketing plans for the center.
* Overseeing the identification and follow-up on opportunities to increase membership and converts prospects to members.
* Assists with meeting/exceeding revenue goals (net) for new and existing membership and optimizes the center(s)' membership
* Assists with leveraging marketing resources and drives frequent/regular community, web and social media communications and engagement.
* Conducts new, returning, and prospect cause-driven member tours and assisting in ensuring a seamless transition based on member-specific needs and interests.
* Identify and attend community events to promote Y membership.
* Solicit and track sales leads, continually follow-up with prospective members to secure tour appointments, perform all feature/benefit tours of the family center, and close tours by enrolling prospects as members.
* Providing enrollment and marketing support as needed including web and/or social media communications and engagement.



Operations/Team Leadership

* Administration > Manages daily business and administration functions, welcome center operations to ensure best in class membership experience.
* Supervises/coaches team and ensures welcome center operations align with member experience, member acquisition, and member administration goals.
* Generates and/or analyzes membership, enrollment, and revenue reports to monitor and report on achievement of membership goals.
* Ensures adherence to all YMCA policies and procedures regarding the safety, health and welfare of members, program participants, guests and staff.


* Team Leadership
* Hire, develop, motivate and retain a team of membership associates committed to the YMCA's mission and Promise.
* Advocates for association-wide practices and is a source for innovative ways to grow the membership experience, base, and practices.
* Provides collaborative leadership and guidance to peers through association-wide membership meetings, direct one-on-one best practice sharing with peers both in and outside the center.
* Develops and monitors staff member development plans and training opportunities that promote career growth within the Y.



Membership Engagement and Retention > Increases member connection and commitment to YMCA programs and services ensuring the member experience is consistent, integrated and aligned to YMCA goals including:

* Gathers data about member satisfaction and interests to ensure connection to programs, services, and other members.
* Partner with center leadership, program operations, and other related teams to ensure the member experience is consistent, integrated and aligned with member needs.
* Oversees new and returning member orientation to ensure effective onboarding to include wellness and program teams.

Safety and Risk Management

* Ensures all Tampa Y 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 all program associates 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.
* Maintains proper records, including associate certifications, meetings, and trainings.
* Schedules associates and volunteers in accordance to safety and program needs and ensures all safety and program ratios are followed.
* Monitors programming to adhere to all state, local and YMCA health & safety regulations.

Completes all job related, supervisory and other trainings as required.

Performs all other duties as assigned.

Education/ Experience Required:

* Bachelor's degree in related field preferred or equivalent combination of education and experience
* Previous supervisory experience in sales and customer service preferred which would include three or more years' experience in managing personnel
* Has supervised or served in leadership role in 1,500+ unit membership base preferred
* Supervision of budget exceeding $500,000 preferred (or equivalent budgeting and / or goal achievement)
* Demonstrated track record of generating leads and closing sales
* Demonstrated track record of developing and implementing results oriented retention and engagement strategies
* Strategic planning and tactical execution experience that resulted in achievement of goals
* Excellent personal computer skills and experience with standard business software
* Must be able to work flexible hours including evenings, weekends, and holidays
* Ability to relate effectively to diverse groups of people from all social and economic segments

of the community

Certifications/Trainings Required:

* Must obtain within 30 days of employment and then maintain current certifications in BLS, First Aid, and Oxygen Administration.
* Maintain other required certifications as stated in the training matrix.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job including, but not limited to:

* While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and authorized work phone/smart device
* Ability to perform all physical aspects of the position, including but not limited to, walking, standing, bending, reaching, and lifting
* The employee frequently is required to sit and reach, and must be able to move around the work environment
* Ability to lift and move a minimum of 30 pounds
* Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust
* Ability to work in a variety of environments, specifically those subject to extreme humidity/dampness, heat and cold
* The noise level in the work environment is usually moderate
* This position may require availability to work flexible hours including evenings, weekends, and holidays as needed
* Must be able to perform all duties and functions of those that are supervised