Membership Director

1. Job Summary:

The Membership Director is responsible for new membership sales revenue, meeting/exceeding monthly and annual revenue and retention goals for branch membership which will enable the branch to forward their strategic mission plan. The incumbent will develop, implement and lead new member onboarding, engagement, and retention strategies which are consistent with the Association’s strategic plan and objectives. The incumbent ensures delivery of high quality member experiences, improves member retention, reduces attrition and extends the average length of membership of our customers. The incumbent promotes programs to members and the community at large to meet established budget and revenue goals.

2. Essential Functions:

• Execute Association marketing plans and sales initiatives to achieve/exceed personal and team’s monthly and annual sales revenue, member retention and contract utilization goals.
• Recruit, hire, on-board, train, develop and supervises the Front Desk Manager and Sales team.
• Prospect for new members/clients.
• Demonstrate proficient use of sales system by implementing consistent lead management, outbound calls and conversion ratio.
• Conduct tours for potential new members using a consultative sales approach.
• Corporate wellness partner leads and achieve corporate wellness unit goals for the branch.
• Create and implement new membership onboarding initiatives for new members, member engagement, retention, policy compliance, customer service, annual campaign and member communications.
• Create and promote a work environment that is inclusive of diverse backgrounds.
• Provide direction, leadership and support to the branch with regards to their strategic retention, process evaluation, and improvement and performance management.
• Implement marketing and promotional activities including but not limited to member engagement events.
• Prepare and manage the membership budget to ensure a high level of service is achieved.

3. Relationships:

This position reports to the Executive Director of the branch and may take direction from Association support resources for acquisition efforts and subject matter experts on welcome center operations. This position supervises the Front Desk Manager and Sales Team and provide leadership to the front desk team. The incumbent works closely with branch management teams.

4. Qualifications:

Required:

• Undergraduate degree or equivalent experience
• Minimum of three (3) years of experience managing a customer service, marketing or membership department
• Minimum of two (2) years of experience in a supervisory role
• Strong leadership skills
• Demonstrated ability to build and sustain positive working relationships at all levels
• Ability to achieve results through the use of influence
• Strong interpersonal skills and customer service orientation
• Excellent verbal and written communication skills
• Ability to be an independent contributor and team player
• Ability to use computer programs such as Microsoft Office suite
• Ability to plan, forecast, develop and manage a budget
• Ability to work with diverse populations
• Ability to work a highly flexible and rapidly changing work environment
• Must be CPR and First Aid certified or willing to become certified within the first 30 days of employment. (Certification classes available upon employment.)
  

Preferred:

• General knowledge of National YMCA programs and certifications

6. Physical Demands:

• Ability to travel to multiple locations .
  

7. Additional Notes:

This job description represents the major functions of the position but is not intended to be all-inclusive. The incumbent is also responsible for taking direction from the Vice President of Operations or their representatives in completing projects or performing duties deemed necessary for the Association’s success.