Director of Membership

Jewish Community Center Association of Indianapolis Inc•Indianapolis, IN

11d

About The Position

The Director of Membership is responsible for overseeing all aspects of Membership Services. This position is responsible for handling implementation and execution of membership sales strategies, membership retention and recruitment efforts, and managing Membership Desk operations.

Requirements

Bachelor’s degree in a related field preferred
2+ years experience membership-centered organization
2+ years experience supervising staff
Strong understanding of Jewish customs and traditions
Excellent interpersonal skills
Ability to communicate effectively and diplomatically with staff members as well as members of the community
Ability to deliver best-in-class customer service
Planning skills including team building and conflict resolution
Ability to work well with teams as well as working independently with moderate to minimal supervision
Ability to work flexible hours as needed
Problem-solving skills
Ability to commit to the mission of the JCC and the Jewish values that guide our community
Ability to inspire the team
Requires ability to effectively communicate JCC mission to staff, members, vendors, and volunteers
Requires high-level skills in customer service and constituent care
Embrace and model the JCC Internal Service Standards of Respect, Gratitude, Communication, The Golden Rule, and Ownership/Accountability
Exemplifies personal qualities of integrity, credibility, and unwavering commitment to the JCC’s mission

Responsibilities

Oversees membership sales, assures timely follow-up with prospects and ensures proper membership representation in the facility
Conducts or assigns team members to provide membership tours
Recruit new members, including Prime and Silver Sneakers categories and corporate memberships
Works closely with departments to develop sales strategies, promotions, and membership activities
Remains current with competition in the market and local, as well as national, industry trends
Assesses membership trends and shifts in both recruitment and retention through analysis of reports and by knowing the competition
Assesses, defines and requests the appropriate resources (financial, personnel, etc) needed to achieve sales goals
Communicates effectively with all departments regarding membership sales initiatives
Oversees retention efforts which includes: making calls for renewals and new member welcomes, responding to cancellations (feedback and prevention), handling membership changes (units in household, category, etc.), and answering all calls in a timely fashion
Collaborates with the Marketing Department to plan, prepare and execute all membership special events
Responds to queries in a prompt manner by qualifying and offering solutions to clients’ needs
Issues contracts and follows through on deposits and final payments
Organizes security, event hosts, technicians and any other customer service requirements the client may have
Manages the tracking system for external bookings
Liaise with facility operations staff regarding room set-ups and takedowns
Responsible for assuring rooms are set up correctly and dismantled correctly and are presentable and organized for client
Serves as host or recruits and trains existing staff as needed
Sends surveys to clients after events to evaluate our services
Develops action plans to achieve the membership revenue budget and retention numbers
Develops annual departmental budget; generates and interprets reports to track and achieve annual goals, objectives and budgets
Maintains accurate membership records of all activities
Provides oversight and administration of requests for financial assistance
Processes responses to scholarship requests as a member of the scholarship committee
Oversees supervision of Membership Staff and ensures coverage of Welcome Desk during all operational hours
Enforces JCC behavior codes among members and guests
Provides building coverage/manager on duty as assigned
Evaluates requests for donations of JCC Memberships/Services from other organizations and makes recommendations to the COO
Develops working relationships with colleagues at non-profit institutions, synagogues, schools, businesses, and community organizations
Attends and participates in community events
Meets weekly with Supervisor (or more frequently as necessary)
Completes periodic in-person check-in evenings, weekends and holidays to ensure proper supervision and oversight of staff
Provides a minimum of 10 hours per week of direct service
Participates in staff meetings and professional training as appropriate
Communicates effectively and professionally with all constituent groups
Develops and maintains strong working relationships with other departments to achieve overall agency goals
Other Duties as assigned