Executive Director of Membership Sales and Experience

4 weeks ago

Orlando, Florida, United States YMCA Full time
Job Description

We are seeking a highly motivated and experienced professional to lead our membership sales and experience team. As the Executive Director of Membership Sales and Experience, you will be responsible for developing and implementing strategies to drive membership growth and retention, while providing exceptional member experiences across our multi-site organization.

Key Responsibilities:

  • Lead the membership sales teams across a matrix structure to achieve or exceed association-wide membership sales acquisition goals and maximize membership retention.
  • Manage customer relationship databases to ensure accurate and timely entry of all leads and memberships.
  • Collaborate with leadership to establish sales and member retention strategies, budget, incentives, and goals in line with the association strategic plan.
  • Represent the YMCA with a comprehensive understanding of products, programs, services, systems, and processes.
  • Recruit, select, supervise, and retain dedicated sales teams and outbound call center for YMCA locations in collaboration with operation leadership.
  • Develop career succession plans and evaluate team members to ensure a strong pipeline of capable staff committed to advancing the mission of the Y.
  • Develop, manage, and lead the association's corporate membership strategies, agreements, relationships, and programs, along with insurer-based 3rd party pay membership upgrades to achieve revenue targets and grow community impact.
  • Provide timely and accurate tracking and reporting of sales performance, member retention, and member satisfaction KPIs.
  • Ensure clear, timely, and effective communication to all stakeholders that improves performance, enhances member experience, and provides accountability.
  • Lead and facilitate association-wide sales and member experience trainings.
  • Model and foster a professional, member-centric service culture where sales and experience excellence are viewed as a celebrated and critical driver of mission success.
  • Actively engage and visit with membership sales and services teams at each YMCA.
  • Manage key membership campaigns and event program launches.
  • Organize membership events at the YMCA and represent the YMCA at community events to promote the YMCA.
  • Demonstrate proficient command of sales systems and processes, including lead management, outbound calls and conversion, response time, win rates, time to close, and additional metrics as established.
  • Collaborate with leadership for innovative new membership programming and community partnerships, mobile activations, and engaging experiences that bring YMCA access to more people.
  • Provide backup support for sales and service teams at locations as needed.
  • Remain in step with trends and best practices in sales and customer loyalty systems, technology, trainings, incentives, and techniques to accelerate the Y's performance across product lines.

Requirements:

  • Bachelor's degree in business, sales, marketing, or communications; or equivalent professional experience required.
  • Minimum of five (5) years of sales and retention experience with proven track record of initiative, creativity, and motivation to surpass challenging performance goals.
  • Minimum of five (5) years of sales leadership experience by direct management of a team with demonstrated results.
  • Ability to champion change and be innovative while keeping in mind the big-picture goals.
  • Demonstrated ability to build new structures, enthusiastically lead conversations and take initiative while collaborating with stakeholders, and mentor and motivate sales teams to exceed expectations, all with limited resources.
  • Experience with or demonstrated ability to adapt to new technology is preferred.
  • Experience using a CRM, such as Salesforce or similar, along with customer satisfaction surveys.
  • Experience with business-to-consumer sales and customer service preferred.

Work Environment and Physical Demands:

  • Must be willing to work a flexible schedule, which may include weekends and holidays as needed.
  • Must be willing to travel within Central Florida. Must have a valid Driver's license. The employee is required to have visual acuity to operate motor vehicles.
  • The noise level in the work environment is usually moderate to loud.
  • The physical activities of this position include: stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, feeling, and repetitive motions.
  • Required to sit or stand for extended periods of time while demonstrating manual dexterity in order to accurately work on the phone, computer keyboard, and other equipment.
  • The employee must be able to perform light work: exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
  • The employee is required to have close visual acuity, along with the visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned, preparing and analyzing data and figures, transcribing, viewing a computer screen, extensive reading, or to make general observations of facilities or structures.
  • Must possess auditory and verbal capabilities in order to adequately communicate via phone and in person. Talking is required for expressing or exchanging ideas by means of the spoken word. Hearing is required to perceive information at normal spoken word levels, with or without correction.

Disclaimers:

  • Must complete successful background screening, which includes criminal and employment verification. Some positions may additionally require a successful credit check screening.
  • All of the above duties and responsibilities are essential job functions subject to reasonable accommodation. The YMCA promotes an equal employment opportunity workplace which includes reasonable accommodation of otherwise qualified disabled applicants and employees. Please see your manager should you have any questions about this policy or these job duties.
  • This job description may not be all-inclusive and employees are expected to perform all other duties as assigned and directed by management.
  • Job descriptions and duties may be modified when deemed appropriate by management.

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