Senior Program Director of Membership and Programs

Position Summary:

Under the supervision of the Executive Director, the Senior Program Director of Membership and Programs will drive new membership sales, maximize retention, and support departments which leads to improve member engagement. They will provide leadership and creative input in developing and implementing Association-wide membership and programming efforts. They will directly supervise the Membership, Healthy Living and Aquatics, Sports and Family Department Directors, or leads. They will work in partnership with the branch executive and board of advisors to create and execute branch-specific events to foster friendship and fund-raising in the community. This person will represent the YMCA in a manner in accordance with the mission and goals of the YMCA.

Education/Experience:
 
Bachelor’s degree in exercise science or a related field from an accredited college or university.
CPR/AED and First Aid certifications
A minimum of 3 years’ experience in adult learning methods
A minimum of 3-5 years’ experience in work relating to Aquatic, group exercise, personal and group training, paid or volunteer required.

In accordance with the policies, by-laws and constitution of the YMCA of Greater Boston, the Senior Director will support the successful execution of the YMCA of Greater Boston’s strategic imperatives to be a charity, partner, and employer of choice for years to come. The Senior Director will create a transformative Y Experience that builds loyal members, energizes employees and volunteers, inspires donors, and stimulates growth and innovation.
The Senior Director will drive success in the following areas of responsibility to support a strong Y Experience: 
 
Key Functions/Responsibilities:
 
·       Performance Achievement: Accountable for the performance of your branch Membership Sales and Retention, Aquatics, Sports and Healthy Living Program sales and retention.  Conduct quarterly connections with direct reports to ensure progress on OKRs, ability to work well with others, and discussion of career development. 
·       Customer Service and Experience: Create a welcoming environment for members, and provide excellent member service by exceeding member expectations, including being a good listener, caring about members’ well-being, and checking in on their progress. Take the initiative to talk with members and to make them feel welcome. 
·       Direct Service: Ensure that Welcome Center, Healthy Living, Aquatic, and Sports shifts at both buildings are covered during all open hours of operation and programming. Coordinate all Leader-On-Duty coverage and maintain a safe and friendly environment for all.
·       Fiscal management - Develops annual department budgets according to association instructions and ensures successful plan execution. Works with all direct reports to identify growth opportunities, forecast monthly, and correct financial deficiencies on time.
·       Membership sales, growth, and experience: meet and/or exceed monthly sales, termination, and hold release goals. Ensure the membership team conducts prospective member tours as per training; demonstrate consistent excellence in sales and closing techniques, telephone and in-person service, and prospective member engagement; follow up for prospective members daily. 
·       Healthy Living sales, growth, and experience: meet and/or exceed monthly personal training goals. Ensure all new members are receiving Get Started appointments and receiving appropriate communications.  Ensure proper tracking of key data to manage group exercise offerings and schedules to maximize group exercise participation. 
·       Aquatic and Sports sales, growth, and experience:  Oversee aquatic and Sports programming such as, but not limited to Lifeguarding; Preschool, Youth, Private, and Adult Lessons; Family swim programs; all Rentals and Pool Parties; and Competitive Swim Programs. Ensure the pool meets all health and safety standards, including filters and chemicals. Secure pool facilities when not in use. Ensure execution of all Sports Classes, Soccer, and Basketball leagues.  
·       Operational Effectiveness: Ensures YMCA of Greater Boston’s standards of excellence around scheduling, cleanliness, and safety are met. Communicate and elevate any safety concerns, facility, or equipment maintenance issues to appropriate team members. 
·       Marketing and Community Engagement: Represent and promote Association Membership Initiatives and promotions. Assist in grassroots marketing and attended community and other special events as needed. Ensure social media communications are active and in line with Association guidelines, including but not limited to FB, CC, Instagram, and Twitter. Actively drives internal marketing efforts to cross-promotion of all program areas. 
·       Collaboration: Work in collaboration with other departments within the branch. 

·       Development:Ensure philanthropy and fund development is carried out in keeping with the organization’s values, mission, and vision.  Work with the ED and Board of Advisors to create and execute branch-specific events to foster friend-raising in the community while meeting /exceeding the annual Fundraising goal for the branch. 
                                                                                                                                                                             Outcomes and Position Expectations for Branch/Branches
 
·       Improve member retention by engagement in high-quality programming- Meet 80%+ net promoter score expectations.
·       Respond to and resolve member concerns promptly. 
·       Increased sense of community with and among members