DescriptionPOSITION SUMMARY: Under the supervision of the Associate Executive Director of Membership, the Senior Membership Experience Director is responsible for coaching and mentoring staff of the Welcome Center, Membership Experience Staff, Family Programs Director, and Aquatics Desks. They will be responsible for administering both point of sale transactions and transformational work at the branch. This includes customer service, membership, registrations, staffing and financial transactions for the NW Cary YMCA. The Senior Membership Experience Director is responsible for performing those functions in accordance with the mission, values, principles, and practices established by the administrative staff, governing committees and Board of Directors of the YMCA of the Triangle Area. ESSENTIAL FUNCTIONS:
- Models relationship-building skills in all interactions. Develops and maintains collaborative relationships with community organizations.
- Builds positive relationships with members by serving needs and concerns, information sharing, program registration and taking the initiative to provide excellent customer service.
- Serves as part of branch leadership team and works closely with Associate Executive Director and Senior Director of Healthy Living to create cohesive team of Membership Engagement staff.
- Continuously communicates and maintains regular, clear, and concise updates to programs and policies with all front-line staff.
- Continuously looks for innovative ways to improve the membership experience in all areas (prospecting, onboarding, retention, engagement and processes).
- Provides leadership and is responsible for accurate and complete work in all member facing interactions to include adherence to business policies and procedures at the Welcome Center and Pool Desk, an understanding of all program offerings, and all aspects of the Cause Driven Tour and Y Connect process for prospective and new members.
- Hires, trains, coaches and mentors all part-time Membership Engagement staff including Membership Engagement Specialists (MES), Welcome Center and Pool Desk; responsible for annual evaluations and quarterly performance coaching and critical conversations.
- Hires, trains, coaches and mentors full-time Family Experience Director; responsible for annual evaluations and quarterly performance coaching and critical conversations.
- Responsible for all aspects of Volunteerism for the NW Cary YMCA, including hiring, training and coaching Volunteer Coordinator
- Ensures adequate skill-levels and number of staff to handle workload based on historical and statistical data; create and manage monthly schedules as well as staffing issues as they arise and within budget parameters through fiscal management.
- Meet performance measurements through annual giving, by telling the Y story and raising charitable dollars to fulfill our mission and role as a staff lead and aid in the financial development team for the branch.
- Facilitate and execute weekly Coordinator's meetings to effectively communicate and streamline processes and member issues, and plan and implement full front line monthly staff meetings, as needed.
- Sits on Membership Improvement and Quality (MIQ) team, as well as Branch Business Team (BBT). Attends monthly meetings, sits on subcommittees, communicates effectively, and completes all duties as assigned.
- Leads the NW Cary Membership Experience Team, creating quality membership programs, events and activities in alignment with Association Membership Framework.
- Utilize Personify, PowerBi, Microsoft Teams and other software to analyze data trends and information to help retain and engage members. Chosen as Branch Superuser for the Y's HRIS system (UKG Ready).
- Manage and oversee Storr Environments system for record retention and filing system for branch forms for current members.
- Recruits and hires diverse staff and volunteer teams across multiple dimensions of diversity. Responsible for onboarding and developing them for success.
- Additional responsibilities as assigned by supervisor.
QUALIFICATIONS:
- Bachelor's degree preferred and minimum of 3 years of related program development experience.
- Must be experienced and passionate about creating and fostering communities and relationship building though programs.
- High level of initiative, be a self- starter, and have superior communication skills and presence to effectively manage the staff, programs, and budget of the departments.
- Exceptional ability to determine and set priorities and possess capacity to respond and handle multiple tasks appropriately in a dynamic and fast-paced work environment
- Possess a positive attitude, a high level of initiative and professionalism, and enjoy working in and creating a strong team environment.
- Must be certified or be willing to become certified, in First Aid, Basic Life Support, Oxygen and AED.
- Exceptional written, and oral communication skills. High comfort level with public speaking.
- Ability to assist in the management of facilities, equipment, and programs.
- Multi-lingual desired but not required.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
- Flexibility and ability to work weekdays, evenings, and weekends as required.
WORK ENVIRONMENT & PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device. The employee frequently is required to sit and reach and must be able to move around the work environment.
- The employee frequently is required to stand and reach and must be able to move around the work environment.
- The employee must occasionally lift and/or move up to 50 pounds.
- Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
- The noise level in the work environment is usually moderate.
- Sufficient strength, agility and mobility to perform essential functions of position and to supervise program activities.
- Ability to obtain upon hire certifications in Basic Life Support, Basic First Aid, and Emergency Oxygen. All certifications must stay current while employed with the YMCA.