Membership Director - Spurlino Family YMCA

POSITION SUMMARY:
Under the direction of the Center Executive Director, the Membership Director leads center membership staff in attracting, engaging and retaining members. This includes driving a superior member experience, increasing membership enrollment, and enhancing membership connection/engagement, thereby increasing membership and program satisfaction and retention. This position ensures that membership administration operates efficiently and employs a continuous improvement model to meet and/or exceed goals for satisfaction, membership mix and budgeted net membership revenue. 

Critical areas of expertise include: relationship-driven sales and service, peer and community influence, enhancing the member experience, retention strategies, leading others and working in teams, successfully overseeing part-time/full-time teams and interviewing, hiring and onboarding associates.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

Program Quality and Growth

• Welcome Center Operations > Leads the welcome center operations to ensure membership engagement, acquisition, retention, and continuous improvement to include, but not limited to:
  • Ensure standards are being followed for member service and engagement.
  • Timely notification to member services team associates about any changes regarding center, program and other related information critical to member service and engagement.
• Membership Enrollment > Drives membership enrollment including meeting/exceeding established goals. This includes:
  • Assists the association marketing team and center leadership teams to execute enrollment and marketing plans for the center.
  • Overseeing the identification and follow-up on opportunities to increase membership and converts prospects to members.
  • Assists with meeting/exceeding revenue goals (net) for new and existing membership and optimizes the center(s)’ membership
  • Assists with leveraging marketing resources and drives frequent/regular community, web and social media communications and engagement.
  • Conducts new, returning, and prospect cause-driven member tours and assisting in ensuring a seamless transition based on member-specific needs and interests.
  • Identify and attend community events to promote Y membership.
  • Solicit and track sales leads, continually follow-up with prospective members to secure tour appointments, perform all feature/benefit tours of the family center, and close tours by enrolling prospects as members.
  • Providing enrollment and marketing support as needed including web and/or social media communications and engagement.

Operations/Team Leadership

• Administration > Manages daily business and administration functions, welcome center operations to ensure best in class membership experience.
  • Supervises/coaches team and ensures welcome center operations align with member experience, member acquisition, and member administration goals.
  • Generates and/or analyzes membership, enrollment, and revenue reports to monitor and report on achievement of membership goals.
  • Ensures adherence to all YMCA policies and procedures regarding the safety, health and welfare of members, program participants, guests and staff.
• Team Leadership 
  • Hire, develop, motivate and retain a team of membership associates committed to the YMCA’s mission and Promise.
  • Advocates for association-wide practices and is a source for innovative ways to grow the membership experience, base, and practices.
  • Provides collaborative leadership and guidance to peers through association-wide membership meetings, direct one-on-one best practice sharing with peers both in and outside the center.
  • Develops and monitors staff member development plans and training opportunities that promote career growth within the Y.

Membership Engagement and Retention > Increases member connection and commitment to YMCA programs and services ensuring the member experience is consistent, integrated and aligned to YMCA goals including:

• Gathers data about member satisfaction and interests to ensure connection to programs, services, and other members.
• Partner with center leadership, program operations, and other related teams to ensure the member experience is consistent, integrated and aligned with member needs.
• Oversees new and returning member orientation to ensure effective onboarding to include wellness and program teams.

Safety and Risk Management

• Ensures all Tampa Y program standards and best practices are implemented and followed. Applies YMCA policies and procedures, including those related to best practices, emergency procedures, medical and disciplinary situations and child abuse prevention.
• Ensures all program associates are properly trained and prepared for emergency situations. This includes implementing and following training requirements in addition to ensuring proper reporting of all incidents/accidents according to risk management procedures.
• Maintains proper records, including associate certifications, meetings, and trainings.
• Schedules associates and volunteers in accordance to safety and program needs and ensures all safety and program ratios are followed.
• Monitors programming to adhere to all state, local and YMCA health & safety regulations.

Completes all job related, supervisory and other trainings as required.

Performs all other duties as assigned.

Cause-Driven Leadership® Competencies – Team Leader

• Mission Advancement > Models and teaches the Y’s values. Ensures a high level of service with a commitment to improving lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fundraising.
• Collaboration > Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance, and support.
• Operational Effectiveness > Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through engagement of team.  Effectively creates and manages budgets.  Holds staff accountable for high-quality results using a formal process to measure progress.
• Personal Growth > Shares new insights. Facilitates change; models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.