Associate Director

2 weeks ago

Brighton, United States YMCA of Greater Boston Full time
Associate Director - Membership

At the YMCA of Greater Boston, we are seeking a highly motivated and customer-focused Associate Director to join our Membership team. As a key member of our team, you will be responsible for providing exceptional member service, leading membership sales efforts, and ensuring a positive experience for our members.

Key Responsibilities:
  • Provide exceptional member service by exceeding member expectations, including being a good listener, caring about member's well-being, and checking in on their progress.
  • Make eye contact with members as much as possible when talking to them.
  • Ask members how they are doing or if they are having a good day as they come into the facility or during classes.
  • Make members feel welcome by being pleasant and cheerful, which includes saying hello, goodbye, calling members by name, and smiling at them.
Principle Duties:
  • Be on time, ready to start work at the Welcome Center at the beginning of your shift, dressed in uniform and name-tag, no matter the weather.
  • Be open and willing to be a substitute to work a shift where there is no coverage, including opening, closing, and weekend shifts.
  • Assist in meeting and exceeding monthly and annual membership sales goals.
  • Conduct prospective member tours as per training, demonstrate consistent excellence in sales and closing techniques, telephone and in-person service, and prospective member engagement, and follow up for prospective members on a daily basis.
  • Track sales through Excel spreadsheets in the P Drive.
  • Oversee renewals, including sending out billing statements with marketing flyers and tracking in Excel spreadsheets in the P Drive.
  • Follow up with all terminations, Accounts Receivables, and document results in Excel spreadsheets.
  • Train staff on Welcome Center policies and procedures and monitor efficiency and accuracy.
  • Assist in grassroots marketing, including flyering, tabling, and attending special community events as needed.
  • Train Welcome Center staff on data entry systems, protocols, tours, and set high expectations of customer service.
  • Work some nights and weekends as assigned.
  • Perform program and camp registrations as well as membership sign-ups in data entry systems.
  • Perform responsibilities such as cashing out, balancing daily transactions, and dropping envelopes in the safe.
  • Maintain an orderly and neat workspace.
  • Be ready and able to respond to an emergency, assemble emergency equipment, and assist in care of the victim.
  • Attend all staff meetings (mandatory) and be able to work as a team player.
  • Perform all other duties as assigned.
  • Assign work duties to staff, monitor performance, and communicate corrections.
  • Know and execute basic management skills, including effective motivation, equality, delegation, performance management, evaluation, and corrective action.
Skills and Competencies:
  • Able to multi-task (helping customers, answer phone, handle other duties).
  • Able to be efficient, proficient, and knowledgeable in customer services, cashiering, and decision making.
  • Able to learn information about each department to better serve potential members and current members or know where to find it.
  • Able to understand the relationship of the general public to the association, of staff to volunteer, and of staff to staff, and be able to effectively enhance and cultivate those relationships.
  • Able to communicate effectively with adults and children alike.
Benefits:
  • Developing your leadership skills in a caring, challenging, and diverse working environment.
  • Exploring a wide range of opportunities as you learn new skills and functions.
  • Shaping the future of young children while making a difference each day for our communities and each other.
  • Engaging in YMCA career training programs and working alongside those who have the same passion.
  • A healthy work/life balance.
  • Comprehensive benefits, including:
    • FREE YMCA Membership for you.
    • Discount on Specialty Programs like Personal Training and Swimming Lessons.
    • Discounted or FREE family membership.
    • Robust Retirement Plan up to 10%.
    • Health, Dental, and Vision Benefit Package.
    • Vacation and Sick Time (PT receive sick time).

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