Director of Membership Experience and Engagement

YMCA OF GREATER INDIANAPOLIS•Indianapolis, IN

8d•$48,152 - $60,174

About The Position

Under the direct supervision of the Center Executive or Associate Executive Director, the Director of Member Experience and Engagement is responsible for developing membership and other program revenue, which will enable the center to advance their mission and strategic/operating plan. Responsibilities include but are not limited to meeting and/or exceeding revenue goals for all membership categories, inlcuding corporate membership accounts. The Director of Member Experience and Engagement will also work closely with the Center Executive and/or Associate Executive Director, Member Engagement Specialists, Member Service Representatives in deploying retention strategies. They will also work closely with related staff to ensure the center is providing timely, efficient and consistent service adhering to the customer service guidelines outlined by the association. KNOW HOW A Bachelor’s degree is required, and/or equivalent experience. Ideal candidate should have a minimum of 2-4 years of experience in supervising and/or leading a sales and/or customer service team and preferably 1-2 years in sales/service development (developing a strategic plan with goals and managing a budget) and a proven track record of taking initiative and innovative approaches to surpass challenging performance goals. Must have strong interpersonal skills with the ability to build rapport and credibility quickly. Excellent presentation, writing and negotiation skills are essential to succeed in this position. Must possess an entrepreneurial spirit with the ability to demonstrate flexibility in a rapidly changing, fast-paced and often ambiguous work environment. Must possess ability to take ownership and provide resolutions. Position requires a varied work schedule, including evenings and weekends. Candidate must be knowledgeable and keep current on center program and service offerings and the scope of options available to members including membership pricing, income-based pricing (MFA), corporate, and insurance-based pricing.

Requirements

A Bachelor’s degree is required, and/or equivalent experience.
Ideal candidate should have a minimum of 2-4 years of experience in supervising and/or leading a sales and/or customer service team and preferably 1-2 years in sales/service development (developing a strategic plan with goals and managing a budget) and a proven track record of taking initiative and innovative approaches to surpass challenging performance goals.
Must have strong interpersonal skills with the ability to build rapport and credibility quickly.
Excellent presentation, writing and negotiation skills are essential to succeed in this position.
Must possess an entrepreneurial spirit with the ability to demonstrate flexibility in a rapidly changing, fast-paced and often ambiguous work environment.
Must possess ability to take ownership and provide resolutions.
Position requires a varied work schedule, including evenings and weekends.
Candidate must be knowledgeable and keep current on center program and service offerings and the scope of options available to members including membership pricing, income-based pricing (MFA), corporate, and insurance-based pricing.

Responsibilities

Designated as a First Responder in the event of an emergency.
Develop, implement, monitor and modify the strategic sales/revenue plan for all membership categories including center corporate membership in order to meet or exceed membership goals.
Be accountable for learning and training the team on current customer service guidelines.
Oversee and implement the process for prospecting and tracking new members (phone, walk-in, web inquiries).
Oversee and implement the new member follow-up calls.
Coordinate and conduct the tour process for potential new members using the customer service guidelines, open-ended questions, determining needs and offering solutions and options.
Partner with Member Services desk staff to drive service initiatives and cross-selling opportunities.
Serve as the direct contact for member recovery and cancellations.
Hire, develop/coach and supervise a high functioning service and sales team (e.g. Member Engagement Specialist, MSR) with support from the VP of Member Experience and Engagement
Serve as the point person for member experience and engagement training with support from VP of Member Experience and Engagement, internal training (e.g. Listen First), YUSA service trainings and monitor sales and member service team in regard to effective telephone skills and tour guidelines.
Utilize Power BI and/or current data structures. Share information regularly with team.
Attends and participates in monthly meetings with peers and association leaders.
Participates and provides leadership to center and association groups and projects as needed.
Coordinate Association membership promotions as directed.
Love, serve and care for others.
Performs other duties as assigned.