Member Experience Director - #197314
Date: 04/08/2021 17:31 PM
City: Ann Arbor, Michigan
Salary: $41,710 - $52,137 / year
Contract type: Full Time
Work schedule: Full Day
Ann Arbor, MI 48103
Our mission and core values are brought to life by our culture. It’s who we are, who we aspire to be and how we show up every day. We are cause-driven. We don’t just show up, we show up with purpose. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you. Together we strive to ensure that everyone, regardless of age, race, gender, gender identity, gender expression, income, faith, sexual orientation or cultural background has the opportunity to live life to its fullest.
The Ann Arbor YMCA will abide by, to the best of our ability, guidelines and restrictions provided by the Centers for Disease Control & Prevention (CDC) so members and staff are as safe as possible while they are at any YMCA facility or in an YMCA program. The reopening process will be a phased approach that will grow gradually as the environment continues to become safer. Join us and help transform lives.
Under the supervision of the Vice President of Youth Development and Membership, the Member Experience Director is responsible for the management, direction, and coordination of all membership related activity, including but not limited to member recruitment, retention, engagement and involvement, while promoting service excellence. This position oversees the daily operations of all Membership Service Desk functions, including collaborative work with other departments to ensure a high-impact member experience. This position oversees the administration of the Financial Assistance program for membership and for all programs in the Association. The Member Experience Director has direct supervision of the full-time membership staff, including the Financial Assistance Coordinator and Program Registrar, supervision of the part time front desk staff and new member specialists, and shared supervision responsibilities for the MODs and file clerk. The Member Experience Director must be member-oriented, have strong leadership skills, excellent communications skills and possess the ability to guide and inspire outstanding performance
These duties will be performed in accordance with the established goals and policies of the Board of Directors, the overall YMCA mission and purpose, and all legal regulations
QUALIFICATIONS (ALSO CALLED ENTRY REQUIREMENTS OR KNOW HOW):
- Bachelor’s degree in communications, business management, psychology, or a related field is required.
- A minimum of five (5) years’ experience in a related field or three (3) years of YMCA membership experience is required, experience with YMCA branch openings and Corporate Membership a plus.
- Proven supervisory/leadership experience required.
- Communication skills are required as they relate to high-level member retention activity.
- Incumbent must be organized, detail-oriented, accurate, dependable, and able to manage multiple projects.
- Proven customer service experience, with preference given to call center experience.
- A positive, can-do attitude and the ability to work creatively and independently or as part of a team.
- Experience in budget management, data processing, and information technology skills.
- Must have ability to work in a fast-paced environment, set priorities, and work with a wide variety of individuals.
- Superior listening, verbal and written communication skills.
- Ability to improve and streamline processes, handle multiple administrative tasks, and provide guidance and resolve complex customer and personnel issues.
- High proficiency in computer skills, including Microsoft Office. Daxko knowledge is desired, but not required.
- Bilingual is desired, but not required.
- Commitment to the YMCA mission and Character Development program.
1. Fiscal Management/Administrative Work:
a. With the guidance of the Vice President of Youth Development and Membership, develop, manage, and supervise the membership budget. Monitor and make changes appropriately
b. Develop, meet and exceed monthly/annual Membership Goals. Recommend fee increases as necessary
c. Investigate trends in finances according to monthly and annual reports. Constantly review and complete program analysis to ensure responsible fiscal controls
d. Provide professional oversight for the Financial Assistance program for Membership, as well as program scholarships managed by the Financial Assistance Coordinator. Ensure the Coordinator is working within the provided budget
e. Monitor all financial record keeping, billing procedures and collections as it relates to Membership, in collaboration with the Business Office.
f. Maintain record keeping for membership and staff files according to YMCA, and other accrediting/licensing agencies
g. Maintain strong fiscal stewardship through the development and monitoring of the approved annual budget, working within available financial resources
a. Oversee all responsibilities related to recruiting, hiring, orienting, training, scheduling, supervising, regularly evaluating, and any involuntary terminations of the full-time membership staff
b. Responsible for hiring and supervision of front desk staff and New Member Specialist, as well as of MODs and file clerk. Provide daily coaching to staff to ensure they consistently attain member service goals and deliver high-quality service.
c. Fill staff vacancies following established YMCA hiring and screening policies and comply with state and local law. Ensure completion of all hiring paperwork and onboarding as mandated by the Ann Arbor YMCA
d. Drive a member-engagement culture through a team-based structure that encourages relationships and provides opportunities for members to become involved, serve, and lead YMCA programs.
e. Drive a sales culture – in branch and Corporate Memberships program - through the new member specialist team. Focus on strong outreach, onboarding, and follow through to ensure members are successfully transitioned from a lead to a member
f. Provide direction throughout the association in member integration and discipline, including behavior modification by staff throughout the building.
g. Role model collaborative leadership behaviors between all departments; hold others accountable and work to rectify issues.
h. Prepare staff teams as the “knowledge experts” regarding Y programs and services
i. Establish annual performance objectives related to membership best practices for all staff, including demonstrating behaviors that facilitates relationships with and among members.
j. Coordinate payroll process for staff members and ensure accuracy in payroll timekeeping, policies and procedures
k. Provide necessary feedback to staff regarding performance
l. Ensure the fair and equal treatment of others
m. Develop plans and strategies to ensure that staff and volunteers reflect the demographics of the community being served
n. Works with all departments to ensure front-line staff are aware of ALL building activities and flow of traffic to ensure proper staffing at all times.
3. Facility and Safety
a. Manage the day-to-day operation of the membership department
b. Keep the safety of members, especially children, as the priority; know how to recognize suspected Child Abuse and Neglect and reporting procedures, as required by the State of Michigan and the Ann Arbor YMCA. Train membership staff in emergency procedures.
c. Coordinate the Membership Department’s maintenance/housekeeping needs with Facilities Director. Monitor equipment of the Welcome Center, lobby, and membership offices. Identify repair and replacement as necessary.
d. Complete daily walk-throughs of common areas, including but not limited to building entry, lobby, laundry area, membership areas and locker rooms. Communicate facilities issues, including those that are being reported to membership staff from members to the Facility Director through FacilityDude software.
e. Serve as a leader to coordinate the center’s operational functions that impact members; ensuring all public areas are well presented
f. Responsible for care and upkeep of membership areas, including daily cleanup and communication of needs to the facility department
g. Maintain and improve the system for response, referral, and follow up to member concerns regarding membership related equipment and furnishings using the FacilityDude software
h. Oversight of program supplies including purchasing, inventorying, and distribution
i. Ensure the local, state, and federal guidelines are followed including food safety and emergency procedures, and health care
4. Member Recruitment and Retention
a. Manage the development and implementation of comprehensive membership recruitment and retention programs, including creating and implementation of a covid-recovery plan
b. Compile all necessary reports, including daily, monthly, seasonal, and annual as relates to new, current, and cancelling members.
c. Review and evaluate statistics as it relates to the member experience, including but not limited to phone calls, tours, sales, and registrations. Create and continually monitor systems that enables staff to successfully respond to the wants, needs, and interests of new members and participants
d. Be proactive in developing and implementing new member acquisition efforts, programs and initiatives that meet the community needs and identify value-add opportunities. Pursue opportunities to promote the YMCA in businesses with Worksite Wellness/Corporate Membership Opportunities
e. Manage the development and implementation of member programs and events consistent with the mission of the YMCA.
f. Monitor new member surveys monthly to ensure members feel welcome and actively respond to the results
g. Develop and execute systems that ensure consistent prospective and existing member tracking, follow up, engagement, and recapturing of cancelled members
h. Cultivate member relationships – with the goal to move members through the casual, connected, committed cycle. This includes cultivating members for volunteers for programs, committees, Board of Directors and Annual Campaign
5. Member Services
a. Provide excellent customer service to members and non-members; act as an example and role model for staff. Develop and maintain positive relationships with members, program participants and volunteers
b. Create and maintain member program culture that promotes the YMCA’s mission, vision, and core values
c. Develop and execute systems that ensure members feel welcome and actively respond to the results.
d. Monitor and strengthen key drivers; member loyalty, cleanliness, friendliness, and the value for the money
e. Formulate, develop, and coordinate a high-quality programs, workshops and events to support core program goals in accordance with the Association’s strategic plan
f. Ensure regularly scheduled special events and opportunities for members that are consistent with the mission of the YMCA. Provides direction, guidance and expectations for staff planning daily, weekly and monthly member activities
g. Perform front line duties due to the absence of a staff member, ratio needs or budget constraints, staff modeling, working an average of at least 10 hours in front line roles per week
h. Demonstrate cultural competencies and respect for all people’s backgrounds by incorporating cultural, linguistic and familial values and beliefs into the program and culture of the YMCA
i. Model positive adult-to-child and adult-to-adult interactions and foster an atmosphere of respect for children and adults
j. Commit adequate resources to develop and facilitate appropriate relationships with and between members
k. Support registration process for program registrations and camp registrations
l. Creates and manages an updated filing system for paper member documentation/member modifications and uses digital upload system in Daxko to maintain approved documentation.
m. Audits membership files for accuracy; including Age Up reporting, CC Returns, Updated CCs and etc.
n. Oversee management of collections and returns monthly with a goal to adequately reduce collectible debt amount by month-end, and to ensure member’s accounts are up to date and accurate.
a. In collaboration with the Marketing/Communications Director, create and execute a membership marketing plan including marketing materials, digital communications, and related releases as required for the Membership Department.
b. Meet regularly with full time membership staff, maintain close/ongoing communication, keeping them informed of any important information.
c. Conduct bi-monthly full-time staff meetings, weekly staff newsletters, and regularly scheduled membership staff meetings.
d. Responsible for all aspects of customer service as it relates to Membership and the Welcome Center and including addressing all inquiries and complaints in a timely and thorough manner
e. Meet with supervisor, as needed, providing updates on department. Keep supervisor informed of any important information and provide regular site status updates
f. Use abilities such as attention to details, multitasking, and strong oral, auditory and written communication skills to interact with adults and children daily
g. Demonstrate poise and professionalism with staff, members, parents, participants, community members, and others
h. Must work closely with other departments to ensure good communication, cooperation, and ensure good customer service throughout the association
i. Represent the YMCA in the community, as well as in collaborations and coalitions
a. Primary responsibility to Membership Council.
b. Act as member of management team; help in general building supervision.
c. Participate in the Ann Arbor YMCA annual fundraising campaign; participate in other community events and fundraiser as required.
d. Expected to take advantage of opportunities for self-development and growth. Attend trainings and conferences as assigned
e. Act as a role model, representing the YMCA.
f. Represent the Y and Y programs at community events and fairs as needed
1. Exemplify a commitment to diversity and inclusion throughout the Association, across programs, and at all administrative levels.
2. Promote the value of diversity and the importance of being an inclusive organization to others inside and outside of the organization
3. Support the mission, vision, and goals of the Ann Arbor YMCA; promote character development and the values of caring, honesty, respect, and responsibility
4. Attend scheduled staff meetings.
5. Reads all YMCA communications including but not limited to email daily.
6. Special projects as assigned. This is not intended to be all-inclusive. It is understood that the employee will also perform other reasonably related business duties if requested by the supervisor
Cause-Driven Leadership® Competencies
YMCA LEADERSHIP COMPETENCIES: TEAM LEADER
Mission Advancement: Models and teaches the Y’s values. Ensures a high level of service with a commitment to improving lives. Ensures a high level of service with a commitment to improving lives. Provides volunteers with orientation, training, development and recognition. Cultivates relationships to support fundraising.
Collaboration: Champions inclusion activities, strategies, and initiatives. Build relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Proves 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, model 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
Team Leader required or ability to attain within one year of hire.YMCA Multi Team/Branch Leader Certification preferred.
CPR, First Aid, and chauffeur’s license preferred.
$41,710.00 - $52,137.00