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Hendricks Regional Health Director of Member Experience and Engagement
1 month ago
Hendricks Regional Health Director of Member Experience and Engagement Hendricks Regional Health Center- 301 Satori Pkwy Avon, IN 46123, Avon, Indiana, United States of America Job Description Posted Thursday, June 20, 2024 at 4:00 AM | Expires Sunday, July 21, 2024 at 3:59 AM Welcome to the YMCA of Greater Indianapolis There has never been a better time to join the YMCA of Greater Indianapolis Our employees enjoy a diverse & inclusive environment and the opportunity to do cause-driven work to impact our communities through Youth Development, Healthy Living & Social Responsibility. If you are interested and have the skills and desire to make a difference, please continue by completing our online application. Thank you for your interest in our Y GENERAL FUNCTION Under the direct supervision of the Associate Executive Director, the Director of Member Experience and Engagement 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, inlcuding corporate membership accounts. The Director of Member Experience and Engagement will also work closely with the Center Executive and/or Associate Executive Director, Member Engagement Specialists, Member Service Representatives 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. KNOW HOW A Bachelor’s degree in Management, Marketing, or related field is required, and/or equivalent experience. Must have a minimum of 2-4 years of experience in leading a sales or customer service team and preferably 1-2 years in sales development (developing a strategic sales plan and budget) and a proven track record of taking initiative and innovative approaches to surpass challenging performance goals. Must have strong interpersonal skills with the ability to build rapport and credibility quickly. Excellent presentation, writing and negotiation skills are essential to succeed in this position. Must possess an entrepreneurial spirit with the ability to demonstrate flexibility in a rapidly changing, fast-paced and often ambiguous work environment. Must possess ability to take ownership and provide resolutions. Position requires a varied work schedule, including evenings and weekends. Candidate must be knowledgeable and keep current of center program and service offerings and the scope of options available to members including membership pricing, income-based pricing (MFA), corporate, and insurance-based pricing. PRINCIPAL RESPONSIBILITIES *Designated as a First Responder in the event of an emergency. Develop, implement, monitor and modify the strategic sales/revenue plan for all membership categories including center corporate membership in order to meet or exceed membership goals. Be 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. Partner with 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 high functioning service and sales team (e.g. Member Engagement Specialist, MSR) with support from the VP of Member Experience and Engagement Serve as the point person for member experience and engagement training with support from VP of Member Experience and Engagement, internal training (e.g. Listen First), YUSA service trainings and monitor sales and member service team in regard to effective telephone skills and tour guidelines. Utilize Power BI and/or current data structures. Share information regularly with team. Attends and participates in monthly meetings with peers and association leaders. Participates and provides leadership to center and association groups and projects as needed. Coordinate Association membership promotions as directed. Love, serve and care for others. Performs other duties as assigned. It is the policy of the YMCA of Greater Indianapolis to provide equal employment opportunity to employees and candidates for employment. Accordingly, there shall be no discrimination against any employee or candidate for employment due to race, color, religious creed, sex, national origin, age, citizenship, disability or against disabled veterans and veterans of the Vietnam era. This policy is applicable to the policies governing recruitment, hiring and placement, promotion, training, compensation, employment environment, and separation or termination. Compliance with this policy is the personal responsibility of all personnel, especially those whose duties are related to the hiring of new employees and the status or tenure of current employees. Further, as an Equal Opportunity Employer, the company will cooperate fully in the implementation of applicable laws and executive orders. Hendricks Regional Health Center- 301 Satori Pkwy Avon, IN 46123, Avon, Indiana, United States of America #J-18808-Ljbffr
