Now Hiring - Worcester JCC - Professional Services Membership Director in Worcester, MA

Full description of the position

Worcester JCC Membership Director SUMMARY The Membership Director is responsible for new membership sales, meeting/exceeding monthly and annual revenue goal, membership renewals and retention goals for membership, which are all activities that will help enable the JCC to forward its strategic mission. The Membership Director develops, implements and leads new member onboarding, engagement, and retention strategies that are consistent with the JCC's mission and objectives. The Membership Director ensures delivery of high-quality member experiences, improves member retention, reduces attrition and extends the average length of membership of JCC members and customers. The Membership Director will promote membership and programs to members and the community at large to meet established budget and revenue goals. This staff person is part of the JCC's professional staff team and functions in consonance with the total JCC program. They are responsible for providing leadership and direction for the Center's Membership Services Department. With this, they work to assure that each member's/ visitor's/ guest's relationship with the JCC starts out positive and continues positively in all the transactions and interactions with the JCC. For example, when maximized, each member, guest, and visitor will leave the JCC feeling better than when they arrived. The Membership Director plans, budgets, manages, and recruits staff/volunteers for department activities. This position reports to the Executive Director of the JCC. General Responsibilities: Execute JCC 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 supervise the Assistant Membership Director and Membership/Welcome Desk team. * Manage Welcome Desk staff shift coverage needs, serve as point of contact for emergency cancelations. * Prospect for new members and facility customers. * Utilizes Traction Rec/ Salesforce sales system for all transactions and maximizes best practices in all features including lead management. * Conduct tours for potential new members using a consultative sales approach. * Identify corporate wellness partner leads and achieve corporate/ employer unit goals for the JCC. * Create and implement new member onboarding initiatives for new members, member engagement, retention, policy compliance, customer service, and member communications. * Represent the JCC at community events to promote membership and programs. * Create and promote a work environment that is inclusive of diverse backgrounds. * Provide direction, leadership and support to the JCC, with regard to strategic retention, process evaluation, and improvement and performance management. * Coordinate with the Marketing team on member communication activities, such as newsletters, calendar and program flyers. * Implement marketing and promotional activities including but not limited to open houses, member engagement events and special sales. * Help prepare, manage, and implement the membership annual budget to ensure goals are achieved. * Plan and execute membership promotions including media, communications. * Generate and analyze monthly reports. Develop and maintain new reports pertinent to membership. * Enroll new members and generate information to analyze membership trends/statistics. Maintain access software and equipment. Train Welcome Desk staff to use such equipment. * Maintain locker system. * Oversee Welcome Desk operations, being prepared to fill in/support needs at Welcome Desk as needed. * Work with Registrar and Finance Director to assure efficient and customer friendly Welcome Desk operation. Coordinate with Registrar and Finance Director. * Encourage membership renewals to produce highest possible renewal rate. * Execute renewal process including mail and phone contact. * Follow-up on non-renewals/cancellations. * Identify potential volunteers among our members and share that information including their individual areas of interest with appropriate staff. * Serve as a resource for hearing members' feedback. Address special situations with Executive Director and other staff as appropriate. * Provide material for monthly Board Reports and communications. * Answer inquiries on website or direct to appropriate staff. * Create external and internal opportunities and promotions to generate new sales leads for incoming prospects. Interview, solicit, and follow up on prospective new members. Explain JCC programs and services. Encourage membership and covert lead to attain goals for conversion from tour to membership. Identify needs/interests of prospects and tailor tour/contact to meet individual needs/interests including coordination of appropriate department staff. Ensure tour/contact training for staff/volunteers. Manage tour forms and data. * Utilize community outreach to encourage membership and program sign ups. * Serve as professional staff member to membership committee. Engage committee and board in membership work as needed. * Attend and participate in staff meetings. Attend regional/national conferences as appropriate and approved by Executive Director. Periodic attendance at board meetings. * Participate in and help plan JCC-wide programs and activities in cooperation with JCC staff as part of the generic work responsibilities within the JCC. * Perform other duties and special tasks as may be assigned by the Executive Director. Skills and attributes: Friendly, warm, and caring individual with vivacious personality. They should possess a sales orientation, have superior administrative and organizational skills and a demonstrated attention to detail. They require excellent written and oral communication skills, strong interpersonal skills and professionalism. The position requires an ability to work effectively with professional support staff and lay leaders. This person will use both assertive and diplomatic qualities to motivate/persuade individuals and groups. Energy and resiliency is required. The individual must be flexible in changing priorities in order to be successful. Minimum Education / Experience: * Associates degree required; bachelor's preferred. Military service and training be considered in lieu of Associates degree. * Minimum of 5-7 years of experience managing a sales, customer service, marketing or membership department. * Minimum of three (3) 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 using 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 master computer programs including but not limited to Microsoft Office suite and client relationship management (CRM) databases; Prior Salesforce experience is preferred. * 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. * Ability to provide coverage with short notice to ensure Welcome Desk staffing. Salary Commensurate with Experience Agency Information: Worcester JCC is a non-profit community service organization founded by leadership from the greater Worcester Jewish communities and built on the values of promoting healthy lifestyles, education, life-long learning, and charity. The JCC is very diverse in its programming, membership and leadership and welcomes people of all backgrounds and faiths and from all walks of life. The JCC provides a welcoming place to be active, healthy, and engaged, with a vibrant community center offering recreational, educational, and fitness programs that help improve the daily lives of children, adults, families, and seniors. Offerings at the 67,000 square foot center include: accredited center for pre- school and toddler aged children; popular summer day camps for preschooler and school age children and teens; licensed after school programs, child care, and babysitting services; indoor and outdoor pools for aquatic recreation; a spa for massage therapy; a fitness center for cardio and strength training; fitness classes; personal training and small group training; a variety of sports programs; lectures and discussion groups in literature, film, and the arts; monthly social programs; volunteering opportunities; and, local events and cultural trips. Learn more about our facilities and membership benefits by visiting [please apply online] To apply: please send cover letter with background and fit with position as well as resume. Updated April 2025 Job Type: Full-time Pay: $45,000.00 - $58,000.00 per year Benefits: * 401(k) * Dental insurance * Employee discount * Flexible spending account * Health insurance * Life insurance * Paid time off Schedule: * Monday to Friday * Weekends as needed Ability to Commute: * Worcester, MA 01609 (Preferred) Work Location: In person