Director - Membership
YMCA of Greater Boston
Hyde Park, MA
Director - Membership
YMCA of Greater Boston
Hyde Park, MA
- Vision , Medical , Dental , Paid Time Off , Retirement
- Full-Time
Job Description
Company Info
Job Description
Description
Key Responsibilities
Benefits
POSITION SUMMARY:
Under the leadership of the Executive Director, and in the accordance with the policies of the YMCA of Greater Boston, the Membership Sales and Services Director is responsible for the membership experience at the Thomas M. Menino YMCA in Hyde Park. This individual handles all aspects membership including but not limited to: inquiries (phone, email, in person), training and leading all staff who handle membership inquiries, and establishing a culture of excellent member service throughout the branch. This individual will be responsible for our membership performance on a monthly basis which includes sale goals/termination goals/ and our membership promoter score.
SKILLS AND COMPETENCIES/KNOW HOW
- Able to multi-task (helping members, answering phone, handle other duties)
- Able to be efficient, proficient and knowledgeable in member services, cashiering, and decision making
- Able to learn information about each department to better serve potential members and current members
4. Able to communicate effectively with adults and children alike
- Proven initiative, good judgment and ability to make decisions independently, but to consult leadership with questions and concerns
- Demonstrated written and verbal communication skills, negotiation/presentation skills and proven track record of meeting or exceeding sales goals
- Competent computer skills; Windows 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.
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.
¨ Ability to stand for long periods of time as well as work and train on a computer
¨ Excellent audible ability. Able to hear sounds up to 300 feet away at normal decibel level
¨ While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls, and talk or hear. The employee frequently is required to sit and reach with hands and arms
¨ The employee must occasionally lift and/or move up to 20 pounds including transporting the trauma bag to an emergency
¨ Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust
¨ Physically and verbally able to interact with members and staff
¨ The noise level in the work environment is usually moderate
REQUIRED TRAINING/CERTIFICATIONS:
¨ Child Abuse Prevention (or within 30 days of employment)
¨ Respect in the Workplace (or within 30 days of employment)
¨ Oxygen Administration, First Aid, CPR/AED for the Professional Rescuer
¨ Others to be determined
EDUCATION and or EXPERIENCE:
Bachelor's degree, or equivalent education/experience preferred. Some sales and marketing experience, preferably in a membership setting. Should have a proven track record with selling a product/service and meeting or exceeding sales goals. The proven ability to establish and maintain favorable relationships required.
Key Responsibilities
PRINCIPLE DUTIES:
1. Supervise the Welcome Center operations, Membership Coordinator, and Welcome Center staff.
2. Work Welcome Center shifts as required including evenings, weekends, and holidays. Be open and willing to be a substitute to work a shift where there is no coverage.
3. Meet and exceed monthly, quarterly and annual membership sales goals.
4. Lead a culture of exceptional member service.
5. Conduct prospective member tours (during hours worked).
6. Establish tour coverage on all shifts and train (designated) staff on tour process.
7. Adhere to systems that ensure consistent prospect and new member tracking and follow-up procedures.
8. Implement process for handling membership inquiries via phone and email.
9. Manage prospects through: leads, tours, walk-ups, no joins, phone inquiries, referrals, corporate wellness partners, guest passes, terminations, and prospects from campaigns. Achieve daily or weekly prospecting goals.
10. Process Membership for All and program access applications for members/participants requesting financial assistance.
11. Perform program registrations as well as membership sign-ups in our electronic registration system.
12. Demonstrate consistent excellence in sales and new member materials, presentations, closing techniques, telephone and in-person service, and prospective member engagement.
13. Be ready and able to respond to an emergency, assemble emergency equipment and assist in care of the victim; ensure direct reports are able to do so as well.
14. Adhere to association and branch safety and certification policies for direct reports.
15. Conduct member exit surveys. Report results.
16. Establish on-boarding process for new member service staff.
17. Train welcome center staff on Spirit and additional computer systems as well as on membership operations, policies and procedures.
18. Maintain an orderly and neat workspace.
19. Train all staff (branch-wide) on relationship building/member service skills to ensure consistent excellence in service through daily care of members, program participants and volunteers.
20. Work with Membership staff team, Association leadership, and Operations Director on following Membership best practices.
21. Create a monthly calendar consisting of weekly grassroots marketing outings paired up with other department leaders which includes flyering, tabling, and attending special community events, as needed.
22. Work with program directors to develop or enhance programs that meet the needs of groups of members.
23. Assist in the planning and execution of special events and services such as health fairs, open houses, media events, Healthy Kids Day, membership drives and the annual Strong Kids campaign.
24. Role model strong fiscal stewardship
25. Train membership staff team on cash handling and maintain all cash handling procedures at the welcome center, including reconciling cash/checks, and making weekly bank deposits.
26. Support our Accounts Receivable process. Work with Business Manager to ensure all steps are properly taken.
27. Participate in Annual Fund Raising activities, including Annual Campaign and Staff Campaign.
28. Develops and maintains collaborative relationships with community organizations.
29. Perform all other duties as assigned.
Benefits
Why work at the Y?
The YMCA of Greater Boston is an incredible place to have a fulfilling career or enjoy part-time employment — all while we are supporting and strengthening our communities, because our community is our cause. When you join us in your career here, you can look forward to:
- Developing your leadership skills in a caring, challenging & diverse working environment.
- Exploring a wide range of opportunities as you learn new skills and functions.
- Shaping the future of young children while making a difference each day for our communities and each other.
- Engaging in YMCA career training programs and working alongside those who have the same passion.
- A healthy work/life balance
- Comprehensive benefits including:
- FREE YMCA Membership for you.
- Discount on Specialty Programs like Personal Training and Swimming Lessons.
- Discounted or FREE family membership.
- Robust Retirement Plan up to 10%. (see eligibility requirement)
- Health, Dental, and Vision Benefit Package.
- Vacation and Sick Time (PT receive sick time)
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