Senior Director Of Membership Services

The Senior Director of Membership will focus on strengthening community through youth development, healthy living and social responsibility. Under the direction of the VP of Operations, they will drive new membership sales as well as efforts to maximize membership retention and ensure member satisfaction. The Senior Director of Membership will develop, implement, and evaluate programs, initiatives, and policies designed to increase and retain membership for the Andover/North Andover Branch. He/she will develop plans and implement procedures and processes to achieve membership goals. This person is responsible for maintaining the highest-quality customer service, including but not limited to meeting internal and external customer needs and presenting and nurturing a positive attitude about the Y, its staff, and programs. The Senior Director of Membership is committed to expanding our diversity and inclusion efforts and ensuring equity in all we do and to all we serve. The Senior Director of Membership is directly responsible for:

1. Meeting or exceeding monthly and annual membership revenue goals as identified in the branch’s annual operating plans. The Senior Director of Membership will conduct outreach in furtherance of Membership goals, including: representing the Y at events, trade shows and functions where membership sales potential exists; through grassroots efforts, building new relationships and partnerships with local businesses and organizations; strengthening existing corporate member partnerships and recruiting new corporate partners; creating opportunities to introduce the Y to market segments including seniors, families, and young adults; and generally conducting the membership acquisition work that is key to the sustainability of our member-based organization. The Senior Director of Membership will diligently track and measure efforts to make new, and develop existing, community connections, and will demonstrate consistent excellence in sales and closing techniques. The Senior Membership Director will seek training / professional development opportunities as needed to ensure success in the role.

2. Increasing member engagement and satisfaction, thereby increasing 90 day, 6 month, and 1 year retention rates by at least 15% per year. The Senior Director of Membership will work with the Executive Director to craft and execute a detailed and measurable member retention strategy to include member appreciation days, member events, member recognition, and other incentives and benefits within budget. The Senior Director of Membership will track and measure efforts to determine efficacy.

3. Reporting. The Senior Director of Membership will work with the Business and Payroll Manager to analyze membership and retention data and produce weekly dashboards and monthly reports to guide assistance of ANA leadership team and Executive Director. Dashboards and reports will show continued progress toward fiscal year goals.

4. Increasing Prospective Member Engagement. Implement cause-driven tours including explanation of philanthropic and volunteer opportunities, and develop strategies to identify prospective member interests and make meaningful connections to Y offerings, staff, and volunteers. Implement a process whereby tour data is collected for future membership, promotional, and community engagement initiatives.

5. Holding Welcome Center Director accountable to ensure staff are engaging and friendly at all times; Welcome Center Staff will ensure member satisfaction is high, assisting members with service requests, providing prospective members with accurate and helpful information, and consistently recording meaningful data during the tour process to support association best practices, strategies, and initiatives. The Welcome Center Staff is also responsible for administrative clerical support. The Senior Director of Membership will create and model a member-focused culture throughout the Branch.

6. Working with Welcome Center Director to maximize effectiveness of Welcome Packet, and continuous improvement of onboarding process for new members. Ensure Welcome Center Director restructures welcome packet and process to ensure new members start their Y journey with a warm welcome, are well informed, fully understand our systems and options to be involved, feel like a part of our Y community, and are immediately connected and engaged with activities related to their goals and interests related to fitness, wellness, volunteerism, and philanthropy.

7. Developing strategies to motivate all Y staff to own and achieve membership goals. Recognize and promote member service, acquisition and retention as an important responsibility of all branch staff.

8. Operating within budget allocations. The Senior Director of Membership will monitor monthly financial reports to ensure that revenue targets are met or exceeded, take appropriate action to correct variances, maintain expenditures within established budget guidelines, and complete all budget reports, projections, statistics and drafts in a timely fashion.

9. Good management practices, including: modeling relationship-building skills and listening first skills in all interactions; creating an inclusive environment where everyone belongs and feels welcome; assuring a safe environment with effective risk management measures employed at all times.

The Senior Director of Membership is also expected to work collaboratively:

• With the VP of Operations, to explore virtual memberships for corporate partner employees;
• With the VP of Operations on the development and management of the annual membership budget.
• With the VP of Operations to identify and secure funding to support membership sales and retention.
• With the Branch leadership as an integral member of the management team to recruit, hire, train, develop, schedule, and supervise membership staff and volunteers at the Andover/North Andover Y in regards to membership sales, delegate appropriate responsibilities to staff in order to accomplish membership goals,. Review and evaluate staff performance as required;
• With the Association and Branch leadership teams on philanthropy efforts including but not limited to playing an active role in the annual campaign, recruiting campaigners, and serving where needed on planning committees;
• With the Branch leadership team on outreach efforts which will include regular participate in and support of community activities, thereby growing the Y’s community outreach efforts and positive community impact;
• With the Branch management team to work collaboratively on programs, promotions, building coverage, and other day-to-day responsibilities that may be required to support essential operations and priorities.
• With the Branch management team to design and implement programming that will effectively attract and retain membership base.
• With the Marketing and Communications department to coordinate all membership promotional efforts and campaigns throughout the year to achieve monthly, quarterly, & annual goals.

• Bachelor's degree in human services, social services, business or equivalent.
• Five or more years of Membership and/or sales experience, preferably in a YMCA or other nonprofit agency.
• Knowledge and experience in all aspects of high quality standards in membership operations, including staff supervision, training and development of staff and financial practices.
• Must have concern for detail and accuracy and the ability to delegate.
• Ability to relate and communicate effectively to diverse groups of people from all social and economic segments of the community.
• Proven track record of developing authentic constructive relationships with others.
• Ability to establish and maintain collaborations with community organizations.
• Must be highly motivated and possess a positive attitude toward the YMCA, character development and our mission.
• Ability to relate and communicate effectively to all diverse groups of people in our service area.
• Ability to work a flexible schedule, including nights and weekends as required to fulfill the obligations of the role, including attending programs and other community events.