Membership Operations Director

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.