Now Hiring - National Council of Young Men's Christian Associations of the United States of America - Director of Membership Experience and Engagement in Indianapolis, IN

Full description of the position

YMCA MISSION To put Christian principles into practice through programs that build healthy spirit, mind and body for all. GENERAL FUNCTION Under the direct supervision of the Center Executive or Associate Executive Director, the Director of Member Experience and Engagement is responsible for developing membership and other program revenue, which will enable the center to advance their mission and strategic/operating plan. Responsibilities include but are not limited to meeting and/or exceeding revenue goals for all membership categories, inlcuding corporate membership accounts. The Director of Member Experience and Engagement will also work closely with the Center Executive and/or Associate Executive Director, Member Engagement Specialists, Member Service Representatives in deploying retention strategies. They will also work closely with related staff to ensure the center is providing timely, efficient and consistent service adhering to the customer service guidelines outlined by the association. KNOW HOW A Bachelor's degree is required, and/or equivalent experience. Ideal candidate should have a minimum of 2-4 years of experience in supervising and/or leading a sales and/or customer service team and preferably 1-2 years in sales/service development (developing a strategic plan with goals and managing a budget) and a proven track record of taking initiative and innovative approaches to surpass challenging performance goals. Must have strong interpersonal skills with the ability to build rapport and credibility quickly. Excellent presentation, writing and negotiation skills are essential to succeed in this position. Must possess an entrepreneurial spirit with the ability to demonstrate flexibility in a rapidly changing, fast-paced and often ambiguous work environment. Must possess ability to take ownership and provide resolutions. Position requires a varied work schedule, including evenings and weekends. Candidate must be knowledgeable and keep current on center program and service offerings and the scope of options available to members including membership pricing, income-based pricing (MFA), corporate, and insurance-based pricing. PRINCIPAL RESPONSIBILITIES * Designated as a First Responder in the event of an emergency. * Develop, implement, monitor and modify the strategic sales/revenue plan for all membership categories including center corporate membership in order to meet or exceed membership goals. * Be accountable for learning and training the team on current customer service guidelines. * Oversee and implement the process for prospecting and tracking new members (phone, walk-in, web inquiries). * Oversee and implement the new member follow-up calls. * Coordinate and conduct the tour process for potential new members using the customer service guidelines, open-ended questions, determining needs and offering solutions and options. * Partner with Member Services desk staff to drive service initiatives and cross-selling opportunities. * Serve as the direct contact for member recovery and cancellations. * Hire, develop/coach and supervise a high functioning service and sales team (e.g. Member Engagement Specialist, MSR) with support from the VP of Member Experience and Engagement * Serve as the point person for member experience and engagement training with support from VP of Member Experience and Engagement, internal training (e.g. Listen First), YUSA service trainings and monitor sales and member service team in regard to effective telephone skills and tour guidelines. * Utilize Power BI and/or current data structures. Share information regularly with team. * Attends and participates in monthly meetings with peers and association leaders. * Participates and provides leadership to center and association groups and projects as needed. * Coordinate Association membership promotions as directed. * Love, serve and care for others. * Performs other duties as assigned. PHYSICAL AND MENTAL REQUIREMENTS * Ability to sit and stand for extended periods of time, use hands to finger and perform repetitive motions while utilizing the computer. * Specific vision abilities include close vision and ability to adjust focus. * Ability to read, analyze, write reports according to prescribed style/format and correspond, both verbally and in writing, with external businesses and community members. * Ability to effectively present information and respond to questions and concerns from groups of managers, peers, volunteers, customers and the general public. * Ability to communicate (both written and verbal) effectively with members. * Ability to effectively present information to top management, public groups and/or board of managers. * Ability to collect data, establish facts and draw valid conclusions. * Ability to reason and solve problems * Ability to focus and concentrate despite frequent interruptions and background noise/activity. * Ability to handle multiple projects and details simultaneously, despite frequent interruptions, and handle the pressure of meeting sales goals. * Ability to make sound judgment and decisions and work independently. * Ability to observe and promote safety and security procedures. * Physically and mentally able to respond to emergencies by administering CPR and First Aid effectively. MEMBER ENGAGEMENT SKILLS * Display and model best practices for Membership Sales, Member Engagement and Retention by providing enthusiastic, high quality service through active listening, relationship-building and positive interactions. * Be informed and up to date on the latest developments in your field. * Acquaint members with other YMCA programs and benefits. * Develop relationships that promote the building of small communities. * Support our annual fundraising campaign by inviting members to contribute and securing volunteers. * Be able to articulate the role and importance of volunteers. * Provide and environment that values and advances diversity, equity and inclusion. EFFECT ON END RESULT * Attain or exceed center membership sales goals for all categories including corporate membership. * Member Experience and Engagement staff will work cohesively to implement strategic membership sales and service plan and provide regular updates on progress. * Member Services Representatives will provide excellent, friendly service with a smile and members/participants will experience quality service at all times. * Members will view the YMCA as a friendly, welcoming place and feel a sense of achievement and belonging. * Output and service will be well-planned and organized. Disclaimer: All of the above duties and responsibilities are essential job functions subject to reasonable accommodations. These functions/duties may be modified by management at any timeto accurately reflect the duties assigned. This position description may not be all-inclusive, and employees are expected to perform all other duties as assigned. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.