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SalaryDescription
Job Title: Member Engagement Director
Status: Full-Time Exempt
Department: Membership
Reports to: Director of Operations
This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living, and social responsibility. Serves as a member of the Leadership Team, directing all aspects of membership including recruitment of new members, retention of existing members and supervision of assigned staff. Develops, plans, and implements new procedures and methods to achieve strategic goals.
Requirements
1. Develops, implements, and manages operating plans to promote program and membership growth for the YMCA. Executes strategies to ensure that members and program participants connect with one another and with the YMCA.
2. Develops and controls department budgets related to the position. 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.
3. 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.
4. Ensure sales are tracked and plan to meet sales goals are communicated to the team and implemented.
5. Models relationship-building skills (including Listen First) in all interactions. Responds to all member and community inquiries and complaints in a timely manner.
6. Promotes program and membership enrollment in interactions with existing and potential members. Coordinates program registration, including logistics to support phone, walk-in and web registration. Coordinates with marketing efforts to maximize enrollments and provides ongoing support to Program Directors on related issues.
7. Participates in the planning of the annual budget; manages and implements the approved budget for membership and takes appropriate action to correct variances.
8. 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.
9. Works will all Program Staff and Administration to develop a culture of
10.Engagement throughout the organization.
11. Organizes membership events at the YMCA and represents the YMCA at community events to promote the YMCA.
12. Develop and maintain collaborative relationships with other community organizations.
13. Leads assigned aspects of the fund-raising campaign.
14. Participates in staff meetings and/or related meetings.
15. Performs other duties as assigned.
YMCA COMPETENCIES (Team Leader):
Mission Advancement: Models and teaches the Ys values. Ensures a high level of service with a commitment to changing lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund-raising.
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.
QUALIFICATIONS:
- Bachelor's degree or equivalent experience.
- Three or more years of management experience.
- Prior experience in customer service, sales, marketing, and knowledge of a member relations database is a plus.
- Excellent personal computer skills and experience with standard business software.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
- Strong written and verbal communication skills.
- Strong sales and marketing skills.
- Knowledge of Microsoft Office (Excel, Word, Outlook).
- Prior experience working with a constituent relations database.
- Ability to apply knowledge of accounting and finance basics.
- Willingness to work evenings and weekends to meet necessary deadlines.
- Flexibility and ability to multi-task, work well under pressure and meet strict deadlines.
- Ability to manage projects and coordinate events in conjunction with other staff members and volunteers to achieve long and short-range goals of the Association.
WORK ENVIRONMENT & PHYSICAL DEMANDS:
1. 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.
2. 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.
3. The employee frequently is required to sit and reach, and must be able to move around the work environment.
4. The employee must occasionally lift and/or move up to 10 pounds.
5. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
6. The noise level in the work environment is usually moderate.
