Assistant Director of Membership Services

Description

Position Title: Assistant Director of Membership Services

Reports to: Director of Membership

Department: Membership Services

Classification: Full-Time, Non-Exempt

Compensation: $48,000 - $50,000 with full YMCA benefits

The Assistant Director of Membership Services supports the day-to-day operations of the Membership Department while also contributing to staff development, strategic acquisition and retention efforts, and membership communication. This role provides leadership at the Membership desk, setting the standard for service and professionalism that aligns with the YMCA’s core values.

Requirements

ESSENTIAL FUNCTIONS

• Provides outstanding customer service to members, guests, and program participants in the Y
• Offers full availability to fill scheduling gaps at all three member-facing locations; available to work flexible hours, including evenings, weekends
• Seeks every opportunity to provide outstanding customer service to foster an environment inclusive to all, enriching YMCA experiences
• Goes above and beyond to respond to the needs of staff, members, and program participants
• Conducts interviews and/or tours responsive to the needs of prospective members
• Builds effective, authentic relationships with members and helps members connect with each other and the YMCA; introduces new members to communities based on their goals;
• Resolves membership and staffing concerns
• Processes administrative work through determined workflows based on organizational needs
• Controls access to the facility; greets all guests and program participants as they enter the facility; monitors youth in the facility and other relevant policies and procedures; reports suspicious behavior or safety concerns to fellow YMCA leaders, including managers on duty
• Actively seeks knowledge about YMCA programs and sells them effectively, requesting information from directors to bridge any lapses in communication to the membership department
• Assists in membership sales and retention planning as well as executing those plans
• Organizes and publishes Membership staffing schedules at all facilities, anticipating specific staffing needs based on traffic trends and usage
• Connects regularly with team members and anticipates departmental hiring needs
• Assists in the facilitation and planning of Membership team meetings
• Ensures YMCA safety standards are met in Membership, including child-abuse prevention efforts and emergency plan preparedness
• Other responsibilities as deemed appropriate by direct supervisor

CORE COMPETENCIES

Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fundraising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. 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.

OUR CULTURE

Our mission and core values are brought to life by our culture. At 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: