Member Experience Director: Lake Norman Ymca

Amazing opportunity work on a unique waterfront campus!

Under the supervision of the Associate Executive Director and consistent with the Christian Mission of the YMCA, the Member Experience Director will be responsible for membership functions that include all aspects of service, business systems, and member connection strategies including enrolling all new members into New Member On-Boarding (New Member Management System). The Membership Director will provide leadership and direction to the day-to-day operations for all service staff, including world class customer service, member follow up, deliberate member engagement.

ESSENTIAL FUNCTONS:

• Responsible for recruiting, hiring, training, supervision, evaluating, and development of all membership service staff.
• Manage all Service Desk staff schedules in adherence to volume of branch and budget parameters.
• Implement and manage all member greeting and check in processes.
• Implement and manage the New Member Connection Plan and process (New Member On-boarding).
• Manage the service desk and all functions of that desk during designated shifts (program registration, billing inquiries, member issues, guest check in, triage sales inquiries, cancellations, upgrades/downgrades, temporary holds, invoicing).
• Resolve all member and participant-related conflicts and concerns.
• Responsible for the planning and implementation of all member appreciation activities and or initiatives.
• Consistently monitor, identify and implement improvements within the service operation.
• Responsible for all collection of Program information and communication and training of
• Responsible for managing member exit interviews and cancellation data collection.
• Manage the auditing and processing of all new membership applications and cancellations to insure accuracy of data entry of demographic information, related parties information, invoicing information and bank draft information.
• Manages all bad debt processes for the branch.
• Supports all Sales initiatives including leading tours, making phone calls, selling memberships as part of a membership team.
• Responsible for being the First Responder in the event of an emergency situation and/or incident.
• Support initiatives around the annual community outreach campaign.
• Perform all assigned MOD shifts.

YMCA COMPETENCIES:

Mission Advancement: Accepts and demonstrates the Y's values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person's point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better Member Experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. 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.

PREFERRED QUALIFICATIONS:

• 4 year college degree of applicable experience or a related field, OR minimum 3 years of related experience.
• A minimum 2-3 years successful management experience with a high level of customer relationship knowledge
• Highly developed organization skills
• Strong people leadership experience and demonstrated commitment to developing, inspiring, and motivating a staff team
• Computer Proficiency- MS Office & ability to learn Personify
• Strong interpersonal skills that result in relationship building and team building
• Professional oral and written communication skills that result in the influence of culture change
• Possess an outgoing and enthusiastic attitude
• All trainings and certifications by the required Quality Standards within allotted timeframe.
• Must be a team player and have problem/conflict solving abilities.
• Proven to have initiative, good judgement and ability to make decisions independently.

PHYSICAL REQUIREMENTS:

• Ability to work a 40-hour week with irregular work hours.
• Ability to walk, stand, and sit (including on the floor) for long periods of time.
• Ability to stand or sit while maintaining alertness for several hours at a time.
• Position may require bending, leaning, kneeling, and walking.
• Ability to speak concisely and effectively communicate.
• Visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergency