Membership Experience Director

Are you a self-directed, motivated, and creative individual passionate about membership development and customer service?

Job Description

Under the Direction of the Operations Director the Membership Experience Director is primarily responsible for providing direct leadership to areas related to internal public communications, membership development, membership satisfaction, and membership retention. Responsible for supervising and coordinating all front-line staff and systems that relate to membership reception and services. This Director will oversee the processes related to sales of new memberships and data entry.


The Membership Experience Director will work as a team member toward the realization of the association's goals and objectives in cooperation with staff, board, and committee volunteers. The Membership Experience Director is a self-directed, motivated, and creative individual who is responsible for internal membership operations and development in the areas of membership sales, program sales, member retention, member experience, and the development and support of staff to carryout membership functions.


Membership & program marketing responsibilities include working in coordination with the Operations Director to develop & implement new & returning membership & program acquisition initiatives, retention efforts & member communications.

Qualifications

• Minimum 2 years of experience in operations, membership sales, and customer
  service.
  
  
• Associate's degree required; Bachelor's degree preferred.
  
  
• Strong communication, organizational, and problem-solving skills.
  
  
• Ability to work with diverse populations and lead a team effectively.
  
  
• Passion for the YMCA mission and promoting healthy living.
  
  
• Availability to work evenings and weekends as needed.
  
  

Essential Functions

• Runs various reports to ensure member data integrity.


• Schedules and performs monthly staff meetings with Membership Coordinator and member services staff.


• Hire new staff for member services.


• Oversees onboarding for new membership services attendants.


• Processes Open Doors (Financial Assistance) applications.


• Organizes front desk to best support member services staff.


• Help Membership Coordinator Lead member service staff and member services staff with questions about job specific details.


• Responds to and resolves elevated member concerns.


• Manages payroll for member services staff.


• Assists VP of Finance with billing and refunds.


• Assists in creating a member-focused culture.


• Other duties as described/assigned.

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