JOB RESPONSIBILITIES: The Membership Director is responsible for implementing Association policies and procedures by leading and directing member services in the following areas:
1. STAFF DEVELOPMENT
- Recruit, hire, train, develop, schedule and manage a high-performing staff focused on providing exceptional service and work well as a team.
- Develop strategies to provide support and motivation to staff for the achievement of goals and retention.
- Provide progressive customer service and sales training to all membership staff.
- Review and evaluate staff performance.
- Develop strategies to motivate staff and achieve goals.
- Maintain staff retention through positive reinforcement and support.
- Responsible for safety drills/audits, monthly documented staff meetings/development and trainings.
- Ensures staff certification records are current and fulfill all in-service standards.
2. PROGRAM OPERATIONS
- Effectively communicate the mission, vision and values of the Wichita YMCA.
- Ensure all programs comply with YMCA standards and methods of operation.
- Implement member service and engagement strategies that support the recruitment of new members and the retention of existing members.
- Monitor and evaluate delivery and effectiveness of member services and continually strive to attain the highest possible level of quality.
- Monitor daily membership numbers, weekly score card, etc.
- Coordinate with the Association business office as necessary on financial transactions.
- Ensure proper implementation of front desk procedures. Review and update desk procedures with supervisor and communicate changes to all branch staff.
- Have comprehensive knowledge of Association wide programs, as needed for the education of Member Service staff.
- Ensure all membership and program information is tactfully displayed and available.
- Be visible to staff and members.
- Respond to all member and community inquiries and concerns within 24 hours.
- Communicate program information, changes and needs in a timely manner to supervisor and branch staff.
3. FISCAL MANAGEMENT
- Develop, monitor and meet or exceed budget targets.
- Produce effective and efficient staff schedules within set payroll budget parameters.
4. STRONG COMMUNITY CAMPAIGN | FINANCIAL DEVELOPMENT
- Provide leadership for assigned aspects of Strong Community Campaign, special events and other fund development to ensure fundraising goals are met.
5. FACILITIES DEVELOPMENT
- Maintain complete familiarity with all risk management procedures and policies.
- Maintain program area and equipment in an orderly, clean and safe condition. Report any irregularities to maintenance personnel.
- Keep an up-to-date inventory on all equipment, materials and supplies.
6. OTHER
- Serve as a member of the branch management team, performing specific duties that support the overall success of branch operations.
- Communicate information promptly to all branch leadership and departmental staff.
- Attend applicable training and conferences to further professional development.
- All other duties as assigned.
EFFECT ON END RESULT: Provide leadership and guidance to ensure the achievement of goals and objectives of the Membership Department with high levels of satisfaction and retention of members, participants and staff.