POSITION SUMMARY:
Under the direction of the Center Executive Director, the Membership Director leads center membership staff in attracting, engaging and retaining members. This includes driving a superior member experience, increasing membership enrollment, and enhancing membership connection/engagement, thereby increasing membership and program satisfaction and retention. This position ensures that membership administration operates efficiently and employs a continuous improvement model to meet and/or exceed goals for satisfaction, membership mix and budgeted net membership revenue.

Critical areas of expertise include: relationship-driven sales and service, peer and community influence, enhancing the member experience, retention strategies, leading others and working in teams, successfully overseeing part-time/full-time teams and interviewing, hiring and onboarding associates.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

Program Quality and Growth

• Welcome Center Operations > Leads the welcome center operations to ensure membership engagement, acquisition, retention, and continuous improvement to include, but not limited to:
  • Ensure standards are being followed for member service and engagement.
  • Timely notification to member services team associates about any changes regarding center, program and other related information critical to member service and engagement.
• Membership Enrollment > Drives membership enrollment including meeting/exceeding established goals. This includes:
  • Assists the association marketing team and center leadership teams to execute enrollment and marketing plans for the center.
  • Overseeing the identification and follow-up on opportunities to increase membership and converts prospects to members.
  • Assists with meeting/exceeding revenue goals (net) for new and existing membership and optimizes the center(s)’ membership
  • Assists with leveraging marketing resources and drives frequent/regular community, web and social media communications and engagement.
  • Conducts new, returning, and prospect cause-driven member tours and assisting in ensuring a seamless transition based on member-specific needs and interests.
  • Identify and attend community events to promote Y membership.
  • Solicit and track sales leads, continually follow-up with prospective members to secure tour appointments, perform all feature/benefit tours of the family center, and close tours by enrolling prospects as members.
  • Providing enrollment and marketing support as needed including web and/or social media communications and engagement.

Operations/Team Leadership

• Administration > Manages daily business and administration functions, welcome center operations to ensure best in class membership experience.
  • Supervises/coaches team and ensures welcome center operations align with member experience, member acquisition, and member administration goals.
  • Generates and/or analyzes membership, enrollment, and revenue reports to monitor and report on achievement of membership goals.
  • Ensures adherence to all YMCA policies and procedures regarding the safety, health and welfare of members, program participants, guests and staff.
• Team Leadership
  • Hire, develop, motivate and retain a team of membership associates committed to the YMCA’s mission and Promise.
  • Advocates for association-wide practices and is a source for innovative ways to grow the membership experience, base, and practices.
  • Provides collaborative leadership and guidance to peers through association-wide membership meetings, direct one-on-one best practice sharing with peers both in and outside the center.
  • Develops and monitors staff member development plans and training opportunities that promote career growth within the Y.

Membership Engagement and Retention > Increases member connection and commitment to YMCA programs and services ensuring the member experience is consistent, integrated and aligned to YMCA goals including:

• Gathers data about member satisfaction and interests to ensure connection to programs, services, and other members.
• Partner with center leadership, program operations, and other related teams to ensure the member experience is consistent, integrated and aligned with member needs.
• Oversees new and returning member orientation to ensure effective onboarding to include wellness and program teams.

Safety and Risk Management

• Ensures all Tampa Y program standards and best practices are implemented and followed. Applies YMCA policies and procedures, including those related to best practices, emergency procedures, medical and disciplinary situations and child abuse prevention.
• Ensures all program associates are properly trained and prepared for emergency situations. This includes implementing and following training requirements in addition to ensuring proper reporting of all incidents/accidents according to risk management procedures.
• Maintains proper records, including associate certifications, meetings, and trainings.
• Schedules associates and volunteers in accordance to safety and program needs and ensures all safety and program ratios are followed.
• Monitors programming to adhere to all state, local and YMCA health & safety regulations.

Completes all job related, supervisory and other trainings as required.

Performs all other duties as assigned.

Cause-Driven 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. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

POSITION REQUIREMENTS:

Education/ Experience Required:

• Bachelor's degree in related field preferred or equivalent combination of education and experience
• Previous supervisory experience in sales and customer service preferred which would include three or more years’ experience in managing personnel
• Has supervised or served in leadership role in 1,500+ unit membership base preferred
• Supervision of budget exceeding $500,000 preferred (or equivalent budgeting and / or goal achievement)
• Demonstrated track record of generating leads and closing sales
• Demonstrated track record of developing and implementing results oriented retention and engagement strategies
• Strategic planning and tactical execution experience that resulted in achievement of goals
• Excellent personal computer skills and experience with standard business software
• Must be able to work flexible hours including evenings, weekends, and holidays
• Ability to relate effectively to diverse groups of people from all social and economic segments
  of the community

Certifications/Trainings Required:

• Must obtain within 30 days of employment and then maintain current certifications in BLS, First Aid, and Oxygen Administration.
• Maintain other required certifications as stated in the training matrix.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job includes, but not limited to:

• The employee needs sufficient strength, agility and mobility to perform essential functions and to supervise program activities in a wide variety of indoor and outdoor locations.
• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and authorized work phone/smart device.
• While performing the duties of this job, the employ may be required to stand for long periods of time.
• Ability to instruct and observe participants during program activities.
• The employee frequently is required to see, observe, and hear all participants, and make sound judgments and decisions.
• Ability to perform all physical aspects of the position, including, but not limited to, leading class, walking, standing, bending, reaching, and lifting.
• Ability to sit and reach, and must be able to move around the work environment.
• Hear noises and distress signals in the program environment, including in the classroom and anywhere around the zone of responsibility.
• Must have flexibility and the ability to adapt to changing circumstances.
• Ability to lift and move a minimum of 30 pounds.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
• Ability to work in a variety of environments, specifically those subject to extreme humidity/dampness, heat and cold.
• The noise level in the work environment is usually moderate to high.
• This position requires reliable transportation and willing to travel, if needed.

This position may require availability to work flexible hours including evenings, weekends, and holidays as needed.

The Tampa Y is an equal opportunity employer and drug-free workplace.

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