Membership Director

Member Services Director

The Member Services Director creates and implements membership strategies that support recruitment of new members and retention of existing members; creates a culture focused on belonging, models relationship-building skills (including Listen First) in all interactions; fosters a climate of innovation and resolves problems to ensure member satisfaction. Supervising a department that is the first point of contact for our members and visitors, they will play an integral part in creating a positive and lasting impression of our organization through leadership of the member services representatives. They will accept and display the character values of caring, honesty, respect, and responsibility.

Program/Department Responsibilities:

• Recruits, hires, trains, develops, evaluates and schedules the welcome center staff coverage and volunteers as needed to maintain the high standards of service and community engagement that Old Colony YMCA is known for
• Provide ongoing training, feedback and communication to ensure strategies to motivate staff around achievement of organizational goals
• Ensure success of the expectation that all welcome center staff will "Take a S.E.C. to Smile, Engage and Connect" with all people who enter the lobby area, or the area they are covering at any given time.

Supervisory Responsibilities:

• Oversees the recruiting, hiring, training, scheduling, coaching, supervision, management, recognition, evaluation and termination of Welcome Center Staff.
• Ensures welcome center staff are "rescue ready" to serve as an integral part of the Branch Emergency Action Plan

Qualifications:

• A Bachelor's Degree in Hospitality, Liberal Arts, Business, Organizational Development, Psychology or equivalent
• Minimum 3 years' experience in hospitality or member services
• Rich history of Customer Service, Communication and Sales Skills, Team Leadership and Project Management success
• Proven track record of developing authentic and meaningful 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