Member Engagement Director

4 weeks ago

Raleigh, United States YMCA of the Triangle Full time

POSITION SUMMARY:

Under the supervision of the Senior Director of Membership Engagement, the Membership Engagement Director will supervise and manage the Welcome Center, Access Desk and information/financial services related to membership and program registration for the Alexander Family YMCA. They are responsible for managing those functions in accordance with the stated mission, goals, and policies established by the administrative staff, governing committees, and the Board of Directors of the YMCA.


ESSENTIAL FUNCTIONS:

  • Models relationship-building skills in all interactions. Develops and maintains collaborative relationships with community organizations.
  • Builds positive relationships with members by serving needs and concerns and taking the initiative to provide excellent customer service.
  • Provides leadership, development, vision setting, and continual quality improvement of day-to-day and ongoing operations of the MES and Desk staff to ensure all members are greeted warmly and supported effectively during their visit. This includes regular evaluation of environment, Y voice, and member engagement.
  • Understands all program offerings, pricing, business policies and procedures, and registration methods necessary to complete a customer transaction in the Association database. Identifies, evaluates, and assists in the implementation of process improvements and changes.
  • Supervises all member and program participant reception, information service, program registration, building positive relationships with members by serving needs and concerns, and taking the initiative to provide excellent customer service that communicates the voice of the Y at all times.
  • Coordinates with Senior Director of Member Engagement to oversee the implementation of the membership development processes; including retention and sales goals.
  • Leads efforts to strengthen volunteerism and provides direction and coaching to all other departments to create stronger volunteer recruitment, training, and recognition.
  • Responsible for implementing strategies that increase membership participation in volunteerism.
  • Recruits, hires and supervises diverse staff and volunteer teams across multiple dimensions of diversity. Responsible for onboarding and developing staff for success.
  • Utilizes the database system, Volunteer Matters, to track all volunteer opportunities and paperwork.
  • Creates a team environment that concentrates on delivering exceptional service to members and participants.
  • Maintains regular, clear, and concise communication within area of responsibility.
  • Plans and leads Welcome Center quarterly meetings.
  • Manages staffing requirements for each shift generating monthly staff schedules and replacement of staff in emergency situations. Personally provides direct service as needed.
  • Maintains a flexible work schedule providing direct service at Welcome Center and as an MES, including opening, evening and weekends as needed.
  • Leads branch with Personify problem solving, maintains and analyzes membership data related to sales, retention, attrition, and program quality.
  • Collaborates with Sr. Director of Membership Engagement to manage guest passes, tour tracking, tour follow up process, daily facility use, membership cancellation and tour data, etc. to determine follow-up actions to ensure membership sales growth.
  • Serves as liaison with the customer service department with the responsibility for all transfers of monies and registrations for memberships and programs from the Front Desk as well as all networking operations between the two departments.
  • Serves on the Personify Core team by working with the Association Resource Center to maintain expertise in our membership software, staying up to date with Personify process changes, and effectively communicating those changes to the appropriate staff.
  • Assists with the YMCA Annual Campaign through development of staff team, recruiting volunteers and meeting annual fundraising goals as assigned.
  • Assists in Developing and managing all budget areas related to MES, Access Desk and Welcome Center.
  • Participates in the Branch Business Team and other association teams as needed.
  • Serves on the branch Membership Engagement Team (MET) by collaborating across departments for implementation of the membership framework for the branch when needed.
  • Manages inventory of office supplies, ordering clothes, name tags and stocking as needed.
  • Performs other duties and responsibilities as assigned by supervisor.

QUALIFICATIONS:

  • Bachelor’s degree in related field preferred and/or 1-2 years of related experience.
  • Experienced in and passionate about creating and fostering communities and relationship building through programs.
  • Demonstrated experience in program and personnel development.
  • Ability to effectively manage staff, programs, and department schedules.
  • Oral, public speaking and written communication skills.
  • Requires a positive attitude, high level of initiative and professionalism, and enjoy working in and creating a strong team environment.
  • Demonstrate initiative, effectively prioritize, and possess strong organizational skills.
  • Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
  • Multi-lingual desired but not required.

WORK ENVIRONMENT & 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • 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 phone/smart device.
  • The employee frequently is required to sit and reach, and must be able to move around the work environment.
  • The employee must occasionally lift and/or move up to 40 pounds.
  • Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
  • The noise level in the work environment is usually moderate.
  • BLS, AED, O2 and First Aid certifications.
  • The YMCA of the Triangle requires employees to comply with all COVID related PPE, cleaning, reporting and prevention expectations efforts. Further training and detail will be provided upon question.
  • Some weekend and evening and early morning hours required.

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