JOB DESCRIPTION
Job Title: Member Engagement Director
Reports to: Executive Director / CEO
FLSA Status: Exempt (Full-time)

POSITION SUMMARY:
The Member Engagement Director reports to the Executive Director/CEO and provides strong leadership to the Member Engagement team to achieve membership retention goals and ensure the overall delivery of excellent customer service to all members, participants, and guests. This person needs to be a self-starter, detailed oriented, and possesses a positive and professional attitude. The Member Engagement Director is responsible for training and supervision of the day-to-day operations of the member engagement team as well as the leader on duty (LOD) team. The Member Engagement Director is responsible for fostering a welcoming and inclusive culture at the YMCA. Everyone who enters should be treated with respect, kindness, and dignity, regardless of their age, ethnicity, background, or circumstances

ESSENTIAL FUNCTIONS:

1. Perform and ensure excellent customer service by exceeding member expectations.
2. Ensure the delivery of customer service and desk operations training for all new and current member engagement and LOD team members.
3. Develop and implement process improvement strategies for front desk and LOD operations.
4. Supervise the day-to-day operations of the member engagement desk to ensure that tasks are completed accurately and operations run smoothly. This may include processing memberships and program registrations, assisting with tracking, retaining, and contacting current and new members, managing comment cards, tracking inventory to ensure adequate supplies, and providing facility tours.
5. Develop and maintain up to date internal communication as well as staff and member policies that are related to member engagement operations.
6. Provide work assignments and direction for member engagement and LOD team members.
7. Maintain an organized and efficient front desk which is clean and safe.
8. Develop and execute member retention initiatives, ensuring accuracy, timeliness and consistency.
9. Review member accounts for accuracy and timely payment of dues and registration fees.
10. Develop and communicate a plan for achieving strategic and operating goals.
11. Assist in developing and implementing marketing initiatives.
12. Be familiar with the mission statement and core values of the YMCA. Model the core values while working and communicating with all staff and members.
13. Maintain a consistent professional image through dress and nametag, actions and relationships with others. Speak enthusiastically on behalf of the YMCA at given opportunities.
14. Collaborate with community organizations to identify and provide updates on our offerings and events. The Y: We’re for youth development, healthy living, and social responsibility.
15. Work to identify initiatives to enhance member engagement and foster community participation.
16. Plan monthly meetings to communicate essential information, recognize performance and build comradery among all team members.

FISCAL ACCOUNTABILITY AND ADMINISTRATIVE:

1. Work with the Executive Director/CEO to develop and monitor departmental budget specifically related to part-time staffing, inventory and supplies.
2. Ensure processing of all fees and invoices is done accurately and that they are paid within a timely manner.
3. Utilize Daxko, membership system, to monitor resources and revenue lines.
4. Provide support related to administration functions for department and organizational needs as required.

ADDITIONAL DUTIES:

1. Model our YMCA values through fun, positive relationships with all staff and members.
2. Be enthusiastic toward members and staff by learning their names and expressing an interest in their YMCA activities. Strive to enrich their YMCA experience by introducing them to new programs, staff, members and volunteer activities.
3. Incorporate “Caring, Honesty, Respect, Responsibility” into all aspects of the position, to ensure YMCA values are being integrated into our culture and programs.
4. Maintain a consistent professional image through dress, actions and relationships with others. Speak enthusiastically on behalf of the YMCA at any opportunity
5. Participate in applicable training and conferences to further professional growth and development.

QUALIFICATIONS:

• Bachelor's Degree or equivalent experience in communication, business, or related field.
• Demonstrated skills and experience in customer service, public relations, organization, problem solving, communication, and supervision.
• Experience in office/administrative processes.
• Highly skilled in Microsoft Office applications
• Demonstrated professionalism in both attitude and appearance.
• Excellent written and oral communication skills.
• Willingness to work some weekends and evenings to support member engagement team members.
• CPR, First Aid and/or Lifeguard within 30 days of employment.
• AED, Blood Borne Pathogen training within 90 days of employment.
• Requires one full weekend day shift each work week. The Y: We’re for youth development, healthy living, and social responsibility.