Membership Operations Director

Found in: Talent US C2 - 2 weeks ago

Fort Lauderdale, United States YMCA of South Florida Full time

The Membership Operations Director is a management position that is accountable for membership engagement driving unit growth from improved retention. They ensure that the team meets/ exceeds term goals, supports sales and net unit growth every month, in line with Membership Sales and Association goals. Also, ensuring the Membership experience is a quality experience.

Essential Functions / Job Duties:

Manages the schedule / supervises Member Service Representatives – staffing for the needs of the operation, to align with association labor hours. Is the first point of contact for all customer related issues and has the responsibility to control the outcomes of the issues by providing a good experience and a solid outcome. Heavily promotes all YMCA program registration, retention and engagement promotions. Performance is based on achievement of team goals, member engagement, retention and overall revenue growth in membership and the overall support of program growth.  Contribute and implement innovative ideas to improve membership operations and ensure the experiences are positive and solution based. Ensures that Membership Service representatives maintain a professional safe and clean environment at the Membership desk by following the YMCA of South Florida’s safety rules and practices. Responds to incidents / accidents following the YMCA of South Florida protocols.Reports incidents / accidents to AED of Membership and Risk Management. Participates in Annual Community Campaign and events. Maintain professional safe and clean environment in member services areas. Adheres to all policies, guidelines, rules, and best practices as outlined by the YMCA of South Florida or directed by supervisor.

Qualifications, Skills and Abilities / Position Requirements:

· High School degree or equivalent.

· Minimum of 3 years of customer service or sales experience.

· Minimum of 3 years of supervisory experience.

· Ability to address difficult member situations / conflicts in a professional and courteous manner and exudes excellent interpersonal skills

· Ability to work independently, and as part of a team.

· Ability to multi task and meet deadlines in a fast pace environment.

· Organized and detail-oriented.

· Ability to relate effectively to diverse groups of people from all social and economic segments of the community.

· Must demonstrate a strong desire to serve others and give back to our community.

· A professional, goal driven, self-motivated leader with a positive attitude.

· Ability to problem solve.

· Accepts and demonstrates YMCA core values; honesty, respect, caring, and responsibility.

· Have a strong work ethic, excellent customer service skills, be punctual and reliable in attendance.

· Excellent computer skills and experience with standard business software (e.g. Microsoft Excel and Word).

· Must be able to work flexible hours including evenings, weekends, and holidays.

· Ability to respond to safety and emergency situations.

· Bi-lingual, English and Spanish language a plus 

· CPR/First Aid and AED certified within 90 days of employment.

 Time Management 

95% of focus is on engaging and retaining members in the family center. Works 5 – 10 hours per week on the membership desk

Position Profile:

Outgoing personality enjoys interacting with people. Ability to stay calm in stressful situations. High level of patience. Has the ability and creativity to navigate difficult conversations.

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