Membership Experience Director

YMCA Of South Hampton Roads•Barco, NC

About The Position

The Membership Experience Director provides key leadership to the Center Membership and Family Experience teams by assisting the Executive Director in supervising the Membership Experience Leaders and will be directly responsible for administration and program management of Family Programs, Stay ‘N Play, Interactive Zone and Birthday Party rentals. Provides operational leadership in the development of new programs and maintains high standards of quality in all programs. Ensures the delivery of excellent service to all members, guests, and program participants. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the facility. Responsible for membership sales, renewals, and prospect follow up as directed.

Requirements

Minimum two years experience as a coordinator or supervisor of membership and/or child care programs
Strong management and development skills to facilitate positive relationships with participants, members, staff and volunteers
Minimum of 21 years of age
Must be able to lift and pull 50 pounds
Must be able to stand or sit for long periods of time
Must be able to sit, stand, stoop, kneel, run and climb unassisted.
Must be physically able to successfully complete required certifications
Must be able to perform the duties of direct reports

Nice To Haves

Degree preferred in Business, Early Childhood Education or related field or working towards a degree in the above areas

Responsibilities

Supports association’s goals and objectives
Fiscal management in all areas of responsibility
Plans, develops and implements programming for Stay and Play, Interactive Zone, Youth and Family Programs and related programs
Implements sales and membership strategies that support recruitment of new members and retention/engagement of existing members including achievement of sales goals, prospect closing ratios, 13-month retention, membership revenue, and secret shopping goals
Communicates the YMCA mission and objectives to the community
Participates in assigned aspects of the Annual Giving Campaign
Supports the Executive Director by managing and providing leadership to Membership, Youth Programs, Family Programs, Stay ‘N Play and Interactive Zone areas
Provides direct service in Membership, Youth Programs, Family Programs, Stay ‘N Play and Interactive Zone areas.
Supervision of the Membership Experience Leader, Family Programs, Stay ‘N Play, Interactive Zone and Birthday Party rentals teams to ensure members and prospects receive exemplary customer service during all interactions
Schedules personnel as needed to maintain excellent sales and service standards
Works a flexible schedule including covering staff shortages to ensure that Centers are properly staffed
Problem solves challenging situations and think of creative solutions to solve problems
Suggests innovative ways to meet sales goals
Promotes program and membership enrollment during interactions with existing and potential members in conjunction with marketing efforts to maximize sales.
Coordinates program registration, including logistics to support phone, walk-in and web registration.
Ensures proper implementation of member service procedures. Reviews and updates membership procedures and communicates changes to staff. Coordinates with the Resource Operations Center (ROC) as necessary on financial transactions.
Organizes membership events at the YMCA and represents the YMCA at community events to promote the YMCA.
Plans, develops and implements programming for Stay and Play, Interactive Zone, Youth and Family Programs and related programs
Communicates the YMCA mission and objectives to the community
Participates in assigned aspects of the Annual Giving Campaign
Provides strong fiscal management in all areas of responsibility including the structuring and implementation of youth and family programs at Currituck Family YMCA
Responsible for payroll and schedules of staff within the program areas listed above along with the assistance of the Executive Director
Monitors the achievements of established program objectives and exercise appropriate action to assure the achievements of the objectives are the highest quality programs and services
Purchases, keeps inventory and delivery of all program related supplies.
Program promotion and increasing enrollment numbers in all youth development and family programs, which includes the distribution of marketing materials
Ensures adherence to the YMCA of South Hampton Roads quality program guidelines
Participates in association Design Teams and training as well as family center staff, program and department meetings
Conducts staff training and evaluations and assists in the recruitment and supervision of all staff and volunteers in related programs
Responsible for the overall safety, cleanliness and function of all related facilities and equipment.
Ensures all program operations are consistent with association procedures, including emergency, insurance, accident, purchasing, personnel, accounting and other administrative systems.
Maintains confidentiality and professionalism at all times, to include being a good role model by promoting healthy living and exceeding dress code at all times
All other job duties assigned by the Executive Director.
Participate in a successful Annual Support Campaign. Active leadership required in staff giving and community gifts division
Communicates the YMCA mission and objectives to the community