Membership Director

Membership Department Leader

Are you an enthusiastic people-person who thrives on building relationships, inspiring others, and creating a welcoming environment? At the YMCA, we're more than a gym- we're a community dedicated to strengthening individuals, families, and neighborhoods. Bring your passion. Bring your leadership. Bring your fun. Together, we'll build a stronger community.

POSITION SUMMARY:

Ensures successful operation of the Membership Department including staff supervision and development, superior customer service, community relations, collaborations, budgeting and financial results. Implements new procedures and methods to achieve strategic membership goals for the Association. Leads recruitment efforts of new members, retention of existing members and supervision of assigned staff. Assists in the development of plans and implementation of new procedures and methods to achieve strategic goals. Assists in the creation and implementation of a maintenance plan to ensure safe, clean, and well-maintained buildings and grounds. This includes helping oversee maintenance staff.

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 and will support you in your journey to develop your full potential. We are determined: more than anything else, we are on a relentless quest to make our community stronger, beginning with you.

MEMBER SERVICE STATEMENT:

Members are the heart of this organization. They are the reason we exist. Members are the most important visitors we have, whether they visit by mail, phone or in person. They are not statistics and always deserve our respect. No matter what we are hired to do, satisfying member's needs and wants are everyone's first and most important responsibility.

ESSENTIAL FUNCTIONS:

Implements membership strategies that support recruitment of new members and retention of existing members. Creates a member-focused culture and models relationship-building skills (including Listen First) in all interactions. Fosters a climate of innovation and resolves problems to ensure member satisfaction.

Monitors monthly financial reports to ensure that revenue targets are met, and expenses are managed.

Assists VP of Association Member Engagement & Wellness to develop and manage the department budget related to the position, achieving all sales goals.

Ensures operational membership growth of the YMCA through member recruitment and retention, pricing strategies, promotions and collaborations.

Recruits and hires diverse staff and volunteer teams across multiple dimensions of diversity. Onboards and develops them for success. Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals. Models' relationship-building skills and listening skills in all interactions.

Actively supports the organization's DEIB commitments by modeling equity, diversity, inclusion, and belonging in daily work. Recommend and helps implement strategies and initiatives that advance the organization's diversity goals.

Oversee monthly staff training, ensuring consistent safety/emergency response training is reviewed, understood, and performed. Maintain complete familiarity of all risk management procedures and policies for the organization.

Lead role in keeping membership system updated. Identify risks and barriers and develop solutions to remove those barriers. Elevate issues to appropriate levels of attention and drive to definitive decisions resulting in a clear path forward.

Leads training of the new membership system to ensure a positive culture of commitment to the conversion and development objectives.

Ensure all accidents and incidents are reported involving self, participants, guests, and other employees. Maintains a safe work environment, free of clutter, debris and hazardous conditions and ensures cleanliness of facility.

Assists VP in maintaining current corporate memberships (ex. Mt Ida, Bright Horizons, William James University, etc.) and consistently helping recruit more corporate memberships in the service area.

Promotes program and membership enrollment in interactions with existing and potential members. Coordinates program registration, including logistics to support phone, walk-in and web registration.

Has a daily presence in the Welcome Center, interacting with members, inquiring how their workout was, building relationships. Models and teaches cause-driven leadership characteristics for the Welcome Center staff to possess the level of customer service that is critical to the success of the WSYMCA.

Ensures proper implementation of Welcome Center procedures. Reviews and updates desk procedures and communicates changes to staff. Coordinates with the business office as necessary on financial transactions.

Organizes membership events at the YMCA (Member Appreciation, Open Houses, Village Fairs, Adult and Family Social Events and Community Events etc.) and ensures coordination of registration, staffing, and promotional items for community festivals/events and represents the YMCA at these events.

Timely running of membership reports, including reciprocity reports, to ensure that trends are being noted and our numbers are accurately documented.

Motivates and energizes the Membership Staff to be Cause-driven Leaders. Leads by example. Organizes trainings including but not limited to sales, customer service, Listen First and Cause-Driven Leader, problem-solving

Responsible for monitoring and responding to Member Comments and Suggestions.

Provides leadership and support to the annual fundraising campaign and volunteer committees/boards as assigned. Develops and maintains effective working relationships within the community.

Must be flexible and adaptable. Weekly schedule may include one weekend day and some evening or early morning hours.

Responsible for approving department timecards and submitting payroll through ADP on time biweekly.

QUALIFICATIONS:

Bachelor's degree in related field preferred or equivalent combination of education and experience.

Three to five years of supervisory experience of a team in customer service preferred.

Excellent personal computer skills and experience with standard business software. Experience with a system conversion preferred.

Committing to support and further our equity-centered work as an organization. Actively supports all DEIB efforts.

Well-developed communication skills are essential, including verbal and written communication skills.

Ability to relate effectively to diverse groups of people from all social and economic segments of the community.

Proactive when tackling challenging situations, addressing them quickly and professionally to deliver impressive results for both members and the Welcome Center team.

Ability to report and record maintenance requests.

Maintain records/logs of repairs and projects.

Dynamic personality with a skill set that can educate and motivate the Welcome Center Staff and facility staff to be passionate about their job and the WSYMCA.

Y USA Team Leader Certificate preferred.

PHYSICAL DEMANDS:

Ability to communicate effectively with members, staff, volunteers, and the public in person, by phone, and electronically.

Ability to move throughout the facility to supervise operations, interact with members, and support staff.

Ability to stand, walk, sit, bend, stoop, and reach as needed throughout the workday.

Ability to lift, carry, push, and pull up to 25 pounds on an occasional basis (e.g., marketing materials, office supplies, event equipment).

Ability to operate a computer and other standard office equipment for extended periods.

Visual and auditory ability to observe member activity, respond to inquiries, and recognize potential safety concerns.

Ability to work occasional evenings, weekends, and special events as required.

Ability to respond appropriately to emergency situations in accordance with YMCA policies and procedures.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Salary range: $58,000- $65,000

The WSYMCA rewards dedicated employees by offering a competitive benefits package that includes paid vacation & holidays, group health with vision & drug prescription, dental & life insurance, paid retirement once vested, YMCA membership, access to child care services, tuition reimbursement and professional development opportunities.

The West Suburban YMCA is a charitable organization that welcomes all by creating a community that hires individuals of any age, race, gender, religion, heritage, economic circumstance, or physical ability. We focus on youth development, healthy living and social responsibility to ensure all children, adults and families are healthy, confident and connected.