Membership Director
Level:
Full Time,
Exempt
Branch:
Kroehler Family YMCA
Supervisor:
Executive Director
Prerequisites:
The Director
must bring to this position appropriate education and experience,
which includes a bachelor’s degree in a related field (public
relations, communications, marketing and/or recreation) as well as a
minimum of 2 years of customer service or sales experience.
General
Responsibilities:
The Director is
responsible for administering the Association membership development
model and all functions related to providing exemplary customer
service to members and guests.
Core
Competencies:
1.
Supports the
Mission, Vision and Direction of the YMCA:
Understands and supports the mission of the YMCA; displays the YMCA
values; displays flexibility and accepts change; is willing to try
new methods and make suggestions; shows a strong commitment to the
YMCA; conveys enthusiasm for the YMCA and his/her work.
2.
Builds Community:
Understands and embraces the role of volunteers; helps members and
participants make connections to others and to the YMCA; raising in
achieving the YMCA mission.
3.
Provides a
Quality Experience for Members, Participants, Internal Customers and
Others: Possesses
the ability to deliver outstanding experiences for members,
participants, internal customers and others; builds warmth and is
supportive to provide service that will exceed expectations;
responds to concerns and prompt resolution; looks for better ways to
serve and involve members, participants, internal customers and
others.
4.
Works
Productively:
Demonstrates responsible actions; consistently performs duties in a
safe and conscientious manner within the agreed up on timeframe;
follows standards, policies, and procedures; is reliable and
consistently punctual; actively participates in staff meetings,
required trainings, and other work related activities; uses good
judgment; uses YMCA resources appropriately and efficiently.
5.
Uses Effective
Personal Behaviors/Communicates Effectively:
treats everyone with courtesy, respect and consideration; displays
integrity; listens actively and genuinely; communicates in a clear
and pleasant manner; embraces differences among people; demonstrates
an active willingness to learn and grow; accepts constructive
criticism; works cooperatively as a team leader.
Principal
Responsibilities:
1. Responsible for leading a
membership development staff that is focused on customer service and
making a connection with each and every member.
2.
Recruits, hires, and trains all member service staff. This
includes building supervisors.
3.
Administer a model for focusing on the enrollment and
development of new members, ensuring new member contacts are being
made.
4.
Implement strategies for the relationships by design
philosophy. This philosophy centers on the member involvement model
of developing each member through a continuum of casual to connected
to a fully committed relationship with our YMCA.
5.
Creates and implements internal marketing and promotional
materials and events necessary for the relationship development
process to occur through the casual to committed relationship
building model.
6.
Oversees the reconciliation of daily receipts.
7.
Provides for training and development of staff as an ongoing
career development program. This plan will include conflict
resolution and communication, recovery strategies and member
involvement.
8.
Prepares annual budget for member service staff.
9.
Responsible for the inventory of resale items.
10.
Promotes program and membership enrollment.
11.
Represents the association and maintains its relationship
with other organizations and groups in the community.
12.
Participates in the Association Strong Kids campaign.
13.
Serve as branch representative to the membership and
marketing committee, developing and maintaining best practices.
14.
Any other duties as assigned and agreed upon with the
Executive Director.
Effect on
End Result:
This position
has a primary impact on the branch’s overall effectiveness of
membership operations in relation to meeting member and community
needs. This will be measured through:
1.
The successful administration of the YMCA membership
development model.
2.
The growth of the branch’s membership in terms of members
involved.
3.
Retention of staff and members.
4.
Staff’s ability to understand and deliver the YMCA mission
and member involvement model.
5.
The exercise of good judgment and competence in implementing
stated needs, objectives and interests of the Y as established by
the Executive Director. |
