Branch Membership Director

YMCA of Greater Kalamazoo

Job Description

Job Title: Branch Membership Director

Salary Range: $45,000 - $50,000/year

POSITION SUMMARY:

Responsible for the overall planning, development, implementation, and follow through of

membership sales and engagement processes, and providing leadership and direction to the

Membership staff for this branch. Ensures that all membership development and retention strategies

and procedures are implemented at the branch level, and works in accordance with the VP of

Membership and Fund Development to conduct such processes in a way that is consistent with

association-wide practices.

OUR CULTURE:

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of

strengthening communities with purpose and intentionality every day. We are welcoming: we are

open to all. We are a place where you can belong and become. We are genuine: we value you and

embrace your individuality. We are hopeful: we believe in you and your potential to become a

catalyst in the world. We are nurturing: we support you in your journey to develop your full

potential. We are determined: above all else, we are on a relentless quest to make our community

stronger beginning with you.

ESSENTIAL FUNCTIONS:

1. Creates a warm and welcoming environment for all who enter the building through

communicating and building relationships with members.

1. Assist with keeping building secure, by ensure all members and program participants are

checking in to the building.

1. Leads Membership team with a positive, "can do" attitude. Ensures policies and procedures

are followed and creates opportunities to increase staff engagement.

1. Fosters a climate of innovation and engagement, ensuring members are receiving great

service through knowledgeable, well trained staff.

1. Support the membership campaigns and the acquisition of new members and the retention of

existing members.

1. Acts as an advocate for member value-added programs and services which enhance and have

a positive impact on member satisfaction.

1. Recruits, hires, trains, supervises, provides professional development opportunities, and when

necessary, terminates Membership staff.

1. Hires, Supervises Manager's on Duty support building security and member experience.

2. Assists with development of budget, monitors expenses, and generates reports as needed.

3. Oversees financial assistance process, training and auditing.

4. Monitors payroll expenditures and ensures that they are within budget, takes appropriate

steps to address issues as identified.

1. Becomes proficient using Daxko Member Management Software; member data, member

reports, accounting reports, Daxko Engage.

1. Resolves member complaints in a positive and expedient manner with the assistance of the

appropriate Program Directors.

1. Monitors member satisfaction via comment cards and NPS surveys, recommends and

implements changes to increase satisfaction ratings.

1. Implement bi-yearly member appreciation events.

2. Develops and implements processes and procedures to ensure high-quality member

experience.

1. Plans and attends new member acquisition and current member retention events.

2. As part of the Membership Leadership Team; plan, execute training and team meetings.

3. Knowledgeable of the YMCA programs, Mission, Core Values, Annual Priorities and Community

Engagement.

1. Gives approval for membership refunds or adjustments.

2. Acts as Director on Duty as assigned.

3. To ensure all children are safe from abuse and are able to learn, grow, and thrive; and as a

required by Michigan law, you will report and suspected incident of child abuse or neglect to

your supervisor and Children's Protective Services

1. Attends meetings as assigned.

2. All other related duties as assigned.

QUALIFICATIONS:

Education/Training/Certifications:

1. High school diploma required, Bachelor's degree in related field preferred.

1. Three to five years of experience in a sales role, previous customer service experience, and

with at least one year of supervising others preferred.

1. Communicate clearly and concisely, verbally and in writing.

2. Computer skills required, including ability to learn new software, running reports, and

analyzing data.

1. Represent the YMCA in a mature and professional manner, and use a customer-focused

approach to resolve concerns.

1. Establish and maintain cooperative relationships with members, staff, and others contacted in

the course of the work.

1. Ability to work well under pressure with multiple competing priorities.

2. Exercise good judgment, flexibility, creativity, and sensitivity in response to changing

situations and needs.

Technical Knowledge/Skills:

1. Experience working with a diverse community.

1. Working knowledge of age appropriate behavior modification techniques and activities.

2. Proficiency in word processing, spreadsheets, and other basic computer functions.

3. Supervisory experience and skills.

4. Experience with recruitment and management of volunteers.

Proficiencies and Professionalism:

Language Skills – Ability to:

1. Read, analyze, and interpret general and technical business communications and licensing

manuals

1. Write reports, business correspondence, marketing materials, and produce manuals.

2. Effectively present information and respond to inquiries at an individual or group level

3. Communicate effectively at all levels with staff, members and volunteers

Mathematical Skills – Ability to:

1. Accurately calculate percentages and discounts

1. Keep accurate timesheets

Cognitive Skills – Ability to:

1. Solve practical problems, while considering various impacting factors

1. Interpret instructions in variety of written or oral formats

Work Performance Skills – Ability to:

1. Organize, prioritize and manage tasks with limited supervision

1. Cooperatively balance department and organizational goals

2. Exercise professional judgment

3. Make good, sound decisions and take decisive action when called to do so

4. Consistently and positively interact with customers and coworkers

5. Demonstrate willingness to learn, accept responsibility, take initiative and be flexible

6. Maintain confidentiality

7. Represent the YMCA in a professional manner both inside and outside the YMCA through a

positive and well-motivated attitude and support of YMCA programs, mission, and goals

1. Exhibit the core values of Caring, Honesty, Respect and Responsibility

WORK ENVIRONMENT & PHYSICAL DEMANDS:

1. Ability to walk, stand, and sit for long periods of time.

1. Exposure to communicable diseases utilizing appropriate PPE.

2. Must be able to lift and carry supplies weighing up to 20 pounds.

3. Ability to stand or sit while maintaining alertness for several hours at a time.

4. Position may require bending, leaning, kneeling, and walking.

5. Ability to speak concisely and effectively communicate.

6. Visual and auditory ability to respond to critical situations and physical ability to act swiftly in

an emergency

1. Ability to view/enter data on a computer monitor for long periods of time.

2. Ability to observe/evaluate facility and groups of customers/staff by sight and sound.

SIGNATURE:

I have reviewed and understand this job description. I agree to fulfill all requirements necessary for

the performance of all job segments described. I understand and mutually accept that the Position

Description is not a contractual agreement.