Membership Recruitment and Engagement Director

EDUCATION/EXPERIENCE/PHYSICAL REQUIREMENTS (Minimum Required):

• A Bachelors Degree in Liberal Arts, Business, Organizational Development, Psychology or equivalent preferred.
• Knowledge of sales, new member acquisition, prospecting, and conversions.
• Ability to work in a fast paced environment.
• Personal commitment to service and hospitality.
• Able to communicate quickly and effectively.
• Minimum 3 years experience in the administration and management of member services.
• Ability to direct programs through supervision of volunteers and staff, development and monitoring of budgets, marketing and public relations, program development and fund-raising.
• Proven track record of developing authentic and deepened relationships with others.
• Ability to establish and maintain collaborations with community organizations.
• The ability to make decisions and manage conflicts.
• Requires a flexible schedule to maintain consistency and productivity for this department which runs 7-days a week.
• Ability to push, pull, carry, or lift 50 lbs. on an occasional basis.

ESSENTIAL JOB FUNCTIONS:  

• PROGRAM/DEPARTMENT RESPSONSIBILITIES:
• Meet and exceed membership sales goals and grow membership base.
• Spearheads a membership recruitment strategy to attract new members into the facility; assumes a lead role in the scheduling and conducting of facility tours, new member onboarding, etc.  Follow up with all prospects by phone, email, text, book appointments, give tours and sell memberships.
• Responsible for tracking and reporting on sales, leads, terminations, visits, onboarding rates and other Key Performance Indicators.
• Participate in local business association and other community group meetings to ensure the YMCA is represented as a community partner.  Build connections with local businesses and other key community leaders.
• Provide leadership in the development, marketing and implementation of Branch Special Events (i.e. open houses, member celebrations, etc.)  Ensure events at the YMCA are held with a membership recruitment focus.
• Responsible for marketing and promotion of membership sales and retention programs.  Develops internal and external strategies to maximize recruitment of new members and retention of existing members.
• Assume key management leadership role within the branch’s daily operation, including managing building flow, security, cleanliness all aspects of the member experience.
• Provide leadership and direction in the development of short and long term plans for branch success. Gather, interpret and prepare data for the development of ongoing and long range membership initiatives.
• Direct member engagement and retention using loyalty and other key programs.
• Supervision of Kidzone Membership Value Added Onsite Child Care. 
• Social Media management and implement community grass root efforts; develop and execute local marketing strategies, including digital mediums. Utilize research and respond to industry trends.
• Ensure the Welcome Center Team is operating at the highest level of efficacy to provide the best possible membership experience. Through recruiting, hiring, training, develops, schedules and directs personnel and volunteers as needed; reviews and evaluates staff performance; provides on-going, in-service training to Welcome Center staff; develops strategies to motivate staff and achieve organizational goals.
• Guarantees proper implementation of front desk procedures; reviews and updates desk procedures and communicates changes to staff; coordinates with the business office as necessary on financial transactions; determines department procedures and workflow.
• Meet and exceed all budgeted goals as well as monitor and manage the Welcome Center payroll and expenses.
• Meets with the Aquatics, Group Fitness, Fitness, Healthy Living, Childcare, Camp and Family Programming Directors to discuss the membership value proposition and evaluate needs and changes.
• Ability to work a flexible schedule with some nights and weekend hours.
• Assist in fundraising efforts and annual campaign, with a focus on Members as Donors.
• Attend trainings, seminars and conferences related to membership, including sales.
• Follow and maintain sanitary habits for staff and members in accordance with CDC guidelines. 
• SUPERVISORY RESPONSIBILITIES: 
• Oversee the membership department and ensure recruiting, hiring, training, scheduling, coaching, supervision, management, recognition and termination of all Welcome Center Representatives and Membership Staff and Kidzone Staff. 
• FISCAL RESPONSIBILITIES:
• Responsible for the creation and management of the membership budget.  Ensures prudent expenditures and cost control procedures in accordance with branch procedures and policies.
• Identifies monthly department goals and a plan of action to meet the financial goals.
• Adheres to all fiscal policies and procedures such as petty cash, purchase orders, employee expense forms and member balances. 
• FACILITY RESPONSIBILITIES: 
• Assumes primary responsibility for proper upkeep of business office space, welcome center lobby/lounge area and make recommendations to Building Supt. on all repairs, replacements, etc. 
• INTERDIVISIONAL/COMMUNITY/VOLUNTEER RESPONSIBILITIES: 
• Plays an active and successful role in the Annual Campaign and assist as requested in achieving branch and Association goals.
• Serves as a Listen First Trainer.
• Plays an active role with the OCY Membership Affinity group.
• Oversees and serves as the facilitator of the Member Experience Sub-Committee.
• Participates and assists with the Branch Board of Governors.

 

YMCA LEADERSHIP COMPETENCIES: 

The successful candidate will pursue Team Leader certification within six-months of start of employment.

 

YMCA LEADERSHIP COMPETENCIES - TEAM LEADER

Mission Advancement:  Models and teaches the Y’s values.  Ensures a high level of service with a commitment to improving lives.  Provides volunteers with orientation, training, development and recognition.  Cultivates relationships to support fundraising.

 

Collaboration:  Champions inclusion activities, strategies, and initiatives.  Builds relationships to create small communities.  Empathetically listens and communicates for understanding when negotiating and dealing with conflict.  Effectively tailors communications to the appropriate audience.  Provides staff with feedback, coaching, guidance, and support.

 

Operational Effectiveness:  Provides others with frameworks for making decisions.  Conducts prototypes to support the launching of programs and activities.  Develops plans and manages best practices through engagement of team.  Effectively creates and manages budgets.  Holds staff accountable for high-quality results using a formal process to measure progress.

 

Personal Growth:  Shares new insights.  Facilitates change; models adaptability and an awareness of the impact of change.  Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance.

 

Bring your sales background to one of Massachusetts's largest YMCA associations.  The Membership Recruitment & Engagement Director creates and implements membership strategies that drive the sales and recruitment of new members as well as implementing strategies to retain existing members.  The director will leverage resources, such as association marketing and promotions, public relations connections, community groups and events, grassroots recruitment strategies and other sales tactics to generate membership leads.  Through a cultivation strategy, the director will be responsible for ensuring follow through and conversion of leads.  S/he will create a member-focused culture and model relationship-building skills (including Listen First) in all interactions; foster a climate of innovation and resolve problems to ensure member satisfaction.

 

Qualifications

EDUCATION/EXPERIENCE/PHYSICAL REQUIREMENTS (Minimum Required):

• A Bachelors Degree in Liberal Arts, Business, Organizational Development, Psychology or equivalent preferred.
• Knowledge of sales, new member acquisition, prospecting, and conversions.
• Ability to work in a fast paced environment.
• Personal commitment to service and hospitality.
• Able to communicate quickly and effectively.
• Minimum 3 years experience in the administration and management of member services.
• Ability to direct programs through supervision of volunteers and staff, development and monitoring of budgets, marketing and public relations, program development and fund-raising.
• Proven track record of developing authentic and deepened relationships with others.
• Ability to establish and maintain collaborations with community organizations.
• The ability to make decisions and manage conflicts.
• Requires a flexible schedule to maintain consistency and productivity for this department which runs 7-days a week.
• Ability to push, pull, carry, or lift 50 lbs. on an occasional basis.

ESSENTIAL JOB FUNCTIONS:  

• PROGRAM/DEPARTMENT RESPSONSIBILITIES:
• Meet and exceed membership sales goals and grow membership base.
• Spearheads a membership recruitment strategy to attract new members into the facility; assumes a lead role in the scheduling and conducting of facility tours, new member onboarding, etc.  Follow up with all prospects by phone, email, text, book appointments, give tours and sell memberships.
• Responsible for tracking and reporting on sales, leads, terminations, visits, onboarding rates and other Key Performance Indicators.
• Participate in local business association and other community group meetings to ensure the YMCA is represented as a community partner.  Build connections with local businesses and other key community leaders.
• Provide leadership in the development, marketing and implementation of Branch Special Events (i.e. open houses, member celebrations, etc.)  Ensure events at the YMCA are held with a membership recruitment focus.
• Responsible for marketing and promotion of membership sales and retention programs.  Develops internal and external strategies to maximize recruitment of new members and retention of existing members.
• Assume key management leadership role within the branch’s daily operation, including managing building flow, security, cleanliness all aspects of the member experience.
• Provide leadership and direction in the development of short and long term plans for branch success. Gather, interpret and prepare data for the development of ongoing and long range membership initiatives.
• Direct member engagement and retention using loyalty and other key programs.
• Supervision of Kidzone Membership Value Added Onsite Child Care. 
• Social Media management and implement community grass root efforts; develop and execute local marketing strategies, including digital mediums. Utilize research and respond to industry trends.
• Ensure the Welcome Center Team is operating at the highest level of efficacy to provide the best possible membership experience. Through recruiting, hiring, training, develops, schedules and directs personnel and volunteers as needed; reviews and evaluates staff performance; provides on-going, in-service training to Welcome Center staff; develops strategies to motivate staff and achieve organizational goals.
• Guarantees proper implementation of front desk procedures; reviews and updates desk procedures and communicates changes to staff; coordinates with the business office as necessary on financial transactions; determines department procedures and workflow.
• Meet and exceed all budgeted goals as well as monitor and manage the Welcome Center payroll and expenses.
• Meets with the Aquatics, Group Fitness, Fitness, Healthy Living, Childcare, Camp and Family Programming Directors to discuss the membership value proposition and evaluate needs and changes.
• Ability to work a flexible schedule with some nights and weekend hours.
• Assist in fundraising efforts and annual campaign, with a focus on Members as Donors.
• Attend trainings, seminars and conferences related to membership, including sales.
• Follow and maintain sanitary habits for staff and members in accordance with CDC guidelines. 
• SUPERVISORY RESPONSIBILITIES: 
• Oversee the membership department and ensure recruiting, hiring, training, scheduling, coaching, supervision, management, recognition and termination of all Welcome Center Representatives and Membership Staff and Kidzone Staff. 
• FISCAL RESPONSIBILITIES:
• Responsible for the creation and management of the membership budget.  Ensures prudent expenditures and cost control procedures in accordance with branch procedures and policies.
• Identifies monthly department goals and a plan of action to meet the financial goals.
• Adheres to all fiscal policies and procedures such as petty cash, purchase orders, employee expense forms and member balances. 
• FACILITY RESPONSIBILITIES: 
• Assumes primary responsibility for proper upkeep of business office space, welcome center lobby/lounge area and make recommendations to Building Supt. on all repairs, replacements, etc. 
• INTERDIVISIONAL/COMMUNITY/VOLUNTEER RESPONSIBILITIES: 
• Plays an active and successful role in the Annual Campaign and assist as requested in achieving branch and Association goals.
• Serves as a Listen First Trainer.
• Plays an active role with the OCY Membership Affinity group.
• Oversees and serves as the facilitator of the Member Experience Sub-Committee.
• Participates and assists with the Branch Board of Governors.

 

YMCA LEADERSHIP COMPETENCIES: 

The successful candidate will pursue Team Leader certification within six-months of start of employment.

 

YMCA LEADERSHIP COMPETENCIES - TEAM LEADER

Mission Advancement:  Models and teaches the Y’s values.  Ensures a high level of service with a commitment to improving lives.  Provides volunteers with orientation, training, development and recognition.  Cultivates relationships to support fundraising.

 

Collaboration:  Champions inclusion activities, strategies, and initiatives.  Builds relationships to create small communities.  Empathetically listens and communicates for understanding when negotiating and dealing with conflict.  Effectively tailors communications to the appropriate audience.  Provides staff with feedback, coaching, guidance, and support.

 

Operational Effectiveness:  Provides others with frameworks for making decisions.  Conducts prototypes to support the launching of programs and activities.  Develops plans and manages best practices through engagement of team.  Effectively creates and manages budgets.  Holds staff accountable for high-quality results using a formal process to measure progress.

 

Personal Growth:  Shares new insights.  Facilitates change; models adaptability and an awareness of the impact of change.  Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance.