Membership Director - Tri County

YMCA of Greater Waukesha County•Menomonee Falls, WI

About The Position

Become part of a dedicated team committed to making a meaningful impact every day. As the Membership Director, you will lead the way in creating exceptional experiences for our members and guests. This role calls for an enthusiastic, positive, and dynamic leader who can elevate the membership department – driving growth in member engagement and new memberships. Under the direction of the Executive Director, the Membership Director will oversee all aspects of membership for the branch including new member recruitment, community outreach, and member retention. The Membership Director will directly supervise the Membership Manager that is responsible for leading staff teams responsible for all membership, program, and customer service operations.

Requirements

Bachelor's degree in related field preferred or equivalent combination of education and experience.
Must have previous customer service experience.
Supervisory experience in customer service preferred.
Excellent personal computer skills and experience with standard business software.
Ability to relate effectively to diverse groups of people from all social and economic segments of the community.

Responsibilities

Develop and implement membership strategies that support recruitment of new members and retention of existing members.
Create a member-focused culture and model relationship-building skills in all interactions.
Foster a climate of innovation and empower staff to resolve issues and ensure member satisfaction.
Recruit and hire all new staff for the membership department.
Oversee the Membership Manager that is responsible for managing all day-to-day membership department operations, including, but not limited to, staff training, policy and procedure adherence, and scheduling.
In collaboration with the Membership Manager, review and evaluate staff performance.
Develop strategies to motivate staff and achieve goals.
In collaboration with the Association Director of Membership, cultivate new members through external community outreach and a high-profile presence to encourage member engagement.
Promote cross-departmental program and membership enrollment in interactions with existing and potential members.
Coordinate marketing efforts to maximize enrollments and provide ongoing support to program directors on related issues.
Participate in the planning of the annual budget; manage and implement the approved budget for Membership and take appropriate action to correct variances.
Ensure proper implementation of front desk procedures.
Organize membership events at the YMCA and represent the YMCA at community events to promote the YMCA.
Coordinate and support assigned aspects of the YMCA Annual Support Campaign at the branch.
Respond to elevated customer service issues, compliments, and complaints in a timely manner to increase member satisfaction and retention.
Develop, meet, and exceed membership satisfaction and retention goals.
Responsible for strict adherence to all YMCA of Greater Waukesha County department policies and procedures related to safety, rules and other regulations.
Participate in staff meetings and/or related meetings.
Direct service shifts as needed.
Perform other duties as assigned.