Membership Director - Waukesha

GENERAL FUNCTIONS:

Join a passionate team of servant leaders who strive to make a difference every day. The Membership Director position is a key leadership role in creating the best customer care experience for our members. We are looking for an extroverted and positive candidate to take our membership department to new heights.

In this role, your work will be integral in supporting the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. Under the direction of the Executive Director, the Membership Director will oversee all aspects of membership for the branch including recruitment of new members, retention of existing members and supervision of assigned staff. The Membership Director will work closely with Association leadership to develop and implement new procedures and methods to achieve strategic goals. The Membership Director will also lead a dynamic staff team that is responsible for all membership, program, and customer service operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Implements membership strategies that support recruitment of new members and retention of existing members. Creates a member-focused culture and models relationship-building skills in all interactions. Fosters a climate of innovation and resolves problems to ensure member satisfaction.
2. Recruits, hires, trains, develops, schedules, and directs personnel and volunteers as needed. Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals.
3. Model high quality customer service and coach staff on the expectations in providing member service.
4. Provide ongoing training for front line staff to enhance member service, member retention and member service.
5. Promotes program and membership enrollment in interactions with existing and potential members. Coordinates program registration, including logistics to support phone, walk-in and web registrations Coordinates with marketing efforts to maximize enrollments and provides ongoing support to Program Directors on related issues.
6. Participates in the planning of the annual budget; manages and implements the approved budget for membership and takes appropriate action to correct variances.
7. Ensures proper implementation of front desk procedures. Reviews and updates desk procedures and communicates changes to staff. Coordinates with the business office as necessary on financial transactions.
8. Organizes membership events at the YMCA and represents the YMCA at community events to promote the YMCA.
9. Coordinates and supports assigned aspects of the YMCA Annual Support Campaign at the branch.
10. Respond to customer service issues, compliments, and complaints in a timely manner in order to increase member satisfaction and retention.
11. Develop, meet, and exceed membership satisfaction and retention goals.
12. Develop and maintain a system for tracking facility tour statistics.
13. Responsible for strict adherence to all YMCA of Greater Waukesha County department policies and procedures related to safety, rules and other regulations.
14. Efficiently manage a well-trained staff in the creation of a courteous, warm, and friendly atmosphere in which all who visit the YMCA feel welcome.
15. Participates in staff meetings and/or related meetings.
16. Direct service shifts as needed.
17. Perform other duties as assigned.

EDUCATION AND EXPERIENCE:

1. Bachelor's degree in related field preferred or equivalent combination of education and experience.
2. Previous supervisory experience in customer service preferred.
3. Excellent personal computer skills and experience with standard business software.
4. Ability to relate effectively to diverse groups of people from all social and economic segments of the community.

EQUAL OPPORTUNITY EMPLOYER

THE YMCA WELCOMES A DIVERSE WORKFORCE

The Y: We're for youth development, healthy living and social responsibility