The YMCA of the Capital Area is looking for a mission‑driven, growth‑oriented individual to serve as Member Services Director.
Job Description
Under the direction of the VP of Wellness and in accordance with Association policies, the Member Services Director is responsible for the day‑to‑day operations of all areas that pertain to member services. This position will also work with the VP of Wellness to develop strategies to increase member retention and engagement. This position will supervise both the wellness and membership departments and be an integral part of the team at the Americana YMCA.
Qualifications
- Bachelor's degree preferred.
- One to two years related experience required.
- Ability to teach varied exercise modalities and/or group exercise certification preferred.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
- Computer skills to include Microsoft Office.
- Ability to develop short & long‑term plans with a high degree of quality, effectiveness and professionalism.
Essential Functions
1. Implement membership strategies that support recruitment of new members and retention of existing members. Work with the VP of Wellness to create a member‑focused culture and model relationship‑building skills in all interactions. Foster a climate of innovation and resolve problems to ensure member satisfaction. Respond to all member and community inquiries and complaints in a timely manner.
2. Handle the sale of memberships in person (tours) and on the phone in a courteous and helpful manner dispensing information efficiently, accurately, and pleasantly.
3. Recruit, hire, train, develop, schedule, and direct front desk and wellness personnel and volunteers as needed. Complete payroll for direct reports. Review and evaluate staff performance. Develop strategies to motivate staff and achieve goals.
4. Ensure front desk and fitness floor staff provide a superior member service atmosphere.
5. Direct supervision of health and wellness programs including Fitpath orientations for members.
6. Work closely with the VP of Wellness to ensure the quality and consistency of all group exercise classes. This includes teaching various classes as needed.
7. Maintain all membership records and prepare monthly status reports timely and accurately.
8. Provide continuing educational opportunities (staff meetings/off‑hours trainings) to ensure staff perform at the highest level. Ensure accurate information on membership and programs is distributed from the front desk.
9. In association with the Wellness Quality Team, ensure proper implementation of wellness procedures, including all personal training programs (private/semi‑private). Review and update these procedures and communicate changes to staff. This includes developing, implementing, and managing an operating plan.
10. Promote program and membership enrollment in interactions with existing and potential members. Work with association wellness team to coordinate program registration, including logistics to support phone, walk‑in and web registration. Coordinate with marketing efforts to maximize enrollment to grow program and membership revenue.
11. Assist in the marketing and distribution of information, organize and schedule program registration.
12. Develop and maintain collaborative relationships with members and participants.
13. Participate in the planning of the annual budget; manage and implement the approved budget for membership and wellness departments and take appropriate action to correct variances.
14. Establish new activities and expand program within the community in accordance with strategic and operating plans.
15. Organize membership and wellness events at the YMCA and represent the YMCA at community events.
16. Respond immediately to reports of machine or other malfunctions; render situation safe by correcting or closing the area or machine. Inform supervisor and schedule service when necessary.
17. Provide coverage for the front desk and fitness floor when needed.
18. Serve as an effective member of the Association Membership and Wellness Quality Teams.
19. Lead assigned aspects of fund‑raising campaigns.
20. Participate in staff meetings and/or related meetings.
21. Routinely clean and sanitize facilities, equipment and supplies.
22. Perform other duties as assigned by supervisor.
Cause‑Driven Leadership Competencies
Mission Advancement: Models and teaches the Y’s values. Ensures a high level of service with a commitment to changing lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund‑raising.
Collaboration: Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance and support.
Operational Effectiveness: Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high‑quality results using a formal process to measure progress.
Personal Growth: Shares new insights. Facilitates change; models adaptability and an awareness of the impact of change. Utilizes non‑threatening methods to address sensitive issues and inappropriate behavior or performance. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up‑to‑date knowledge and skills in technology.
Required Certifications
- At time of hire: Child Abuse Prevention training.
- Within 30 days of hire: CPR; First Aid; AED; Oxygen Administration.
- Current YMCA Fitness Trainings or Nationally Accredited Personal Training Certification preferred.
- YMCA Team Leadership Certification to be obtained within three years of hire.
