Association Director of Membership Experience-Full Time-YMCA of the Triangle

POSITION SUMMARY:

Under the supervision of the Associate VP of Healthy Living, the Association Director of Membership provides resources, collaborative strategy development, strategy execution and overall support for the YMCA of the Triangle's membership acquisition, onboarding and initial engagement functions. The incumbent leads operational priorities, initiatives, and data to shape and strengthen the Y's overall service delivery systems and data about the acquisition, onboarding, and engagement of members. This position collaborates with key stakeholders, Branch Leadership/Leadership Teams, Vice Presidents of Operations, Operational Vice Presidents, and ARC Department Heads to develop and execute multi-faceted and comprehensive plans that grow and retain membership and strengthen practices that ensure a high-touch and highly relational membership experience. In collaboration with branch teams and the Diversity, Equity, and Inclusion department, this position works to provide equitable, inclusive and diverse membership experiences for our YMCAs and their members.

ESSENTIAL FUNCTIONS:
  • Provides leadership to the design and implementation of a strategic membership development plan to attract, recruit, retain and engage members in the Mission and Purpose of the YMCA.
  • Provides leadership and resources that drive member satisfaction, recruitment and retention and support members on their path through membership to engagement with small communities with their YMCA branch.
    • Creates and manages Member Loyalty Program
  • Develops a formal collaborative strategy and leads its execution and overall support for the YMCA of the Triangle's membership acquisition, onboarding, and initial engagement functions.
  • In collaboration with the Association Director of Community Health and the Association Director of Wellness Experience:
    • Supports the innovation, pathway, engagement, and onboarding of members to group wellness programs.
    • Supports the pathway, engagement, and onboarding of members into Community Healthy Programs.
    • Supports all members in their journey to reach their health and wellness goals.
  • Provides leadership and supports the work of the Membership Engagement Teams (Membership Engagement Directors and Membership Engagement Specialists) at branches and other cross-departmental teams related to membership.
    • Establish and implement an on-boarding process for all new Membership Directors and Membership Leads
    • Train on expected engagement, purpose-driven tour and enrollment expectations and on policies and procedures
    • Reinforce tracking and reporting systems for productivity including prospect work, membership inquiries (by telephone and in person), appointments for tours and closing ratios
    • Set benchmarks based on available data, and develop monthly and annual goals and objectives for each branch team
  • Provides leadership and supports the work of the membership teams (Membership Engagement Directors) at branches and other cross-departmental teams related to membership.
  • In strong collaboration with the Associate VP of Customer Success and the Healthy Living Account Manager, serves as a liaison and partner for our business functions of membership services, our CRM Platform, membership policies and practices at all Welcome Centers.
  • Responsible for all Corporate Memberships, which include third-party pay, builder, non-profit, Y-USA, and the NC Alliance of YMCA membership program opportunities and account management.
    • Develop and implement membership sales and team member training programs focused on core membership functions such as: lead generation, prospect management, customer service, campaign implementation, and new director orientation (Y Health)
  • Actively works in collaboration with appropriate positions at the corporate office and in branches to improve and streamline membership processes to ensure they are customer/member-centric; while ensuring strong fiscal stewardship of the Y's business and financial perspective.
  • In collaboration with the Association Director of Business Intelligence and Data Visualization, is responsible for all membership data, its interpretation and presentation to the organization.
  • Leads the collaboration with the Vice President of Healthy Living, Associate VP of Member Experience, Director of Business Intelligence and Data Visualization and the Marketing and Communications Department, leads all member experience surveys and initiatives to gain insight into our overall membership experience. (tracking measurements and in partnership with branches creates action plans)
  • Responsible for ensuring all membership program guidelines are reviewed annually, updated, communicated internally, and maintained in an accessible place.
  • Provides specific focus to opening new YMCA branches with excellence and driving membership.
  • In collaboration with the Marketing and Communications Department, develops and supports membership promotions and campaigns, driving efforts to increase and retain memberships across the YMCA.
  • Regularly benchmarks other YMCAs and membership organizations for membership trends and innovative membership models.
  • In collaboration with the Learning and Leadership Development Department, ensures that all membership staff (Welcome Center, Membership Directors and Membership Specialists, etc.) are equipped with the appropriate training and resources to perform with excellence. (customer service, sales, and data management trainings)
  • In collaboration with the Vice President of Diversity, Equity and Inclusion, ensures that all member functions are equitable and inclusive.
  • Serves (as appropriate and guided by supervisor) on state and national YMCA membership tasks forces, boards, committees, teams, etc.
  • Serves as needed on membership pricing and membership goal setting at branches.
  • Assists with Annual Campaign, as assigned. Other duties and responsibilities assigned by Vice President of Healthy Living and the Association.


QUALIFICATIONS:
  • Bachelor's degree and a minimum of five years of commensurate experience in a membership-based organization, sales or customer service.
  • Proven leadership and relationship-building skills.
  • Demonstrated ability to encourage teams and staff; able to actively coach, mentor and lead through complex initiatives, change and challenges.
  • Demonstrated ability to multi-task, work under pressure and meet deadlines with quality and excellence.
  • Strong financial management skills, with the ability to develop, implement and manage complex budgets, evaluate financial performance, and take proactive and decisive action when needed.
  • Outstanding communication skills - including writing, presentation delivery, facilitating meetings and public speaking, both in-person and through virtual platforms.
  • Demonstrated ability to work with community partners, third-party organizations and high-level volunteers for move work forward.
  • Proficient with Microsoft 365 Office applications (e.g. Word, Teams, SharePoint, PowerPoint, OneDrive, PowerBi, Excel and Outlook).
  • Ability to quickly understand and use data to drive business decisions and planning.
  • Excellent organizational and time management skills.
  • Strong collaboration and influential leadership skills.
  • Strong understanding of business imperatives, strategic priorities, funding opportunities and proven success in strategy development, implementation and tactical execution.
  • Demonstrated and successful experience assessing situations, defining problems, collecting data, and drawing valid conclusions.
  • Proven ability and capacity to address and resolve employee conflicts and work toward/find equitable solutions.
  • An outstanding commitment to the YMCA Mission and Purpose - with the proven ability to model and teach unifying behavior to support Y culture and develop high-performing and collaborative teams.
  • Ability to maintain a high level of confidentiality and professionalism.
  • Ability to manage and accomplish multiple projects and work assignments with little supervision.


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.
  • 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 must occasionally lift and/or move up to 40 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.
  • Ability to obtain upon hire certifications in Basic Life Support, Basic First Aid, Emergency Oxygen and Emergency Medication Administration Training. All certifications must stay current while employed with the YMCA.