Assistant Director of Membership

West Suburban YMCA•Newton, MA

40d

About The Position

The YMCA is seeking a highly motivated and enthusiastic Assistant Director of Membership to assist in leading and inspiring our front desk and membership team. This is a customer-facing role where your energy, positivity, and commitment to service will directly impact the member experience and our welcoming YMCA environment. You will work closely with the Membership Director to support day-to-day operations, staff development, and membership growth initiatives. Ideal schedule: Tuesday – Saturday (Sundays and Mondays off) Typical schedule: 2 pm- 10 pm, Saturdays 11AM-7PM POSITION SUMMARY: Assists in all aspects of membership for the organization including recruitment of new members, retention of existing members and assists in supervision of part-time staff. Assists in the development of plans and implementation of new procedures and methods to achieve strategic goals. Helps plan and implement member appreciation days and other retention events.

Requirements

Bachelor's degree in related field preferred or equivalent combination of education and experience.
Two years of supervisory experience in customer service preferred.
Excellent personal computer skills and experience with standard business software.
Committing to support and further our anti-racist work as an organization. Actively works to continue to recruit and hire diverse staff and volunteers.
Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
Able to analyze information, identify problems and trends, and solve complex problems.
Strong time-management skills.
Dynamic personality with a skill-set that is able to educate and motivate the Welcome Center Staff to be passionate about their job and the WSYMCA.
Reliable, visible, consistent and professional.

Nice To Haves

Y USA Team Leader Certificate preferred.

Responsibilities

Implements membership strategies that support recruitment of new members and retention of existing members.
Creates a member-focused culture and models relationship-building skills (including Listen First) in all interactions. Fosters a climate of innovation and resolves problems to ensure member satisfaction.
Assists the director to recruit, hire, train, develop, schedule and direct Welcome Center personnel and volunteers as needed. Assists in reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals.
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.
Maintain staff scheduling for Member Service Representatives. Backup for front desk staff.
Active support of our DEIB statement and putting into practice our commitment to equity, diversity, belonging and inclusion. Continue to research, create, recommend, and implement strategies to support diversity goals of the organization.
Update and maintain a Customer Service Operational Training Manual.
Training includes the development of a detailed program on the SGA computer system.
Training on specific job functions (telephone etiquette, meeting and greeting members and others whom visit the West Suburban YMCA).
Training on the history of the West Suburban YMCA and the facility.
Keep the customer service area adequately supplied with informational materials, schedules and forms. (Order supplies as needed)
Clearly communicate with the customer service and member services staff regarding daily events, policy changes, promotions and other issues concerning the staff.
Ensures proper implementation of Welcome Center procedures. Reviews and updates desk procedures and communicates changes to staff. Coordinates with the business office as necessary on financial transactions.
Participates in staff meetings and/or related meetings.
Motivates and energizes the Membership Staff to be Cause-driven Leaders. Leads by example. Organizes trainings including but not limited to sales, customer service, Listen First and Cause-Driven Leader.
Provide tours of the facility highlighting all areas of interest. Develops script for new employees to learn that highlights the Y’s programming and mission.
Helps Membership Staff understand the YMCA’s mission and cause.
Models and teaches cause-driven leadership characteristics for the Welcome Center to possess the level of customer service that is critical to the success of the WSYMCA.
Assists with mentoring and training any volunteers or interns in the membership department.
Must be flexible and adaptable. Weekly schedule includes one weekend day and evening or early morning hours. Opening and Closing responsibilities included.
May assist in processing payroll.
Helps organize monthly membership events at the YMCA and in the community (Member Appreciation, Open Houses, staffing tables at community events, etc.) and coordinates registration, staffing and promotional items for community festivals/events and represents the YMCA at these events.
Assists with, regularly runs membership reports including reciprocity reports, to ensure that trends are being noted and our numbers are accurately documented.