Membership Manager

YMCA of West Bend•West Bend, WI

22h•Onsite

About The Position

Under the direction of the Branch Director, the Membership Manager is responsible for overseeing the Membership Department, at the West Washington and River Shores branches. This role plays a key part in creating a welcoming, member‑centered environment by building meaningful relationships with members, guests, and the community. The Membership Manager ensures that all membership accounts are accurate, up to date, and handled with care, while maintaining a consistently high standard of customer service. Flexible working hours are required to provide leadership, guidance, and support during peak business times.

Requirements

High School diploma or equivalent.
2+ years supervisory experience in a customer service field.
Strong communication, interpersonal, and problem-solving skills.
Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
Current CPR/AED and First Aid certification preferred; required within 30 days of hire.
Bloodborne Pathogens/Child Abuse Prevention every year

Responsibilities

Directs and supervises Welcome Desk activities to meet the needs of the community and fulfill YMCA objectives.
Establishes new initiatives and expands program within the community in accordance with strategic and operating plans.
Ensures a welcoming and service oriented environment by training staff in active listening and members engagement best practices.
Creates a member-focus culture and models relationship building skills in all interactions; fosters a climate of innovations and resolves problems to ensures member satisfaction.
Develops and maintains collaborative relationships with community organizations.
Manages, provides input and monitors the program budget and meets or exceeds budget targets.
Responsible for tracking department targets including forecasting, budget and revenue.
Recruits, hires and onboards staff who are trained and educated to engaged and support members through our programs and/or solutions.
Reviews and evaluates staff performance; develops strategies to motivate and engage staff and achieve goals; ensures records of staff certifications are current and complete.
Compiles program statistics; monitors and evaluates the effectiveness of and participation in program.
Ensures quality and safety within the programs.
Acts as the liaison between Program Directors and Welcome Desk staff to provide correct programming and special event information that is communicated to members and community participants.
Gives leadership to membership software operations, program data entry.
Builds and maintains effective, positive relationships with the members, participants, volunteers, other staff, and the communities we serve.
Adhere to the Code of Conduct and policies within the Child Abuse Prevention handbook.
Performs other duties as assigned.