Membership Experience Director

The Y is a dynamic and diverse human service organization committed to nurturing the potential of kids, promoting healthy living and fostering a sense of social responsibility.

POSITION SUMMARY: The Membership Experience Director provides key leadership to the Center Membership and Family Experience teams by assisting the DVP/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.

ESSENTIAL FUNCTIONS:

• 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 provided by the Regional Membership Director 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

ADDITIONAL RESPONSIBILITIES:

• 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 Blocker 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

QUALIFICATIONS:

• 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

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

ENVIRONMENTAL FACTORS, PHYSICAL REQUIREMENTS:

• 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

BENEFITS:

• Free YMCA membership at all locations (valued at $760)

• Health, long-term disability and life insurance

• Employer contributions to 401A retirement (based on qualified hours)

• 403B retirement plan (employee contributions)

• 50% discount on YMCA child care and camp programs

OUR CULTURE:

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

BACKGROUND CHECKS:

An offer of employment is contingent upon receipt of satisfactory results to meet minimum requirements of the position. They may include criminal background and reference checks, E-Verify, drug test, driver’s license record, and/or a Child Protective Services Check (CPS). Additional driver’s license check, CPS, criminal background check, alcohol, and/or drug testing may be required to be processed in the future in order to meet and/or maintain the requirements of this position.

TO APPLY:

Please submit an application on the YMCA of South Hampton Roads’ Job Opportunities Page, at https://www.ymcashr.org/page/work-y

I have read the above job description and understand and accept all of the responsibilities. I will acquire the required certifications and maintain those certifications throughout my employment with the YMCA of South Hampton Roads. I understand that in the event I am unable to perform the job as outlined in this description or in accordance with any YMCA rule, policy, or regulation or I do not maintain my certifications, I will be released from employment at the YMCA.