YMCA of Greater Kansas City

Senior Member Engagement Director

US-MO-Kansas City
Req No.
2017-2724
Association Resource Center
Category
Membership
Type
Full-Time
Minimum Salary
USD $40,472.00/Yr.
Midpoint Salary
USD $50,590.00/Yr.
Position Hours
Full Time Exempt
US-MO-Kansas City

Overview

The YMCA of Greater Kansas City is looking for a cause-driven leader to lead a dedicated membership team in positively impacting both the recruitment and retention of members.  This position plays a leadership role in driving a culture of serving others and fulfilling community needs. 

 

The YMCA of Greater Kansas City is one of the largest Y’s in the movement, known for its commitment to diversity and inclusion, volunteerism, community integrated health and community partnerships.  With 14 membership facilities and over 100 program sites serving 9 counties in the metropolitan area, the YMCA of Greater Kansas City impacts the lives of over 200,000 individuals annually. 

 

Responsibilities

  • In partnership with the YMCA Senior Leadership, develops the strategy for cause-driven membership.
  • Co-leads the association Member Engagement Team.
  • Drives association wide implementation of strategies, systems and resources.
  • Establish and implement on-boarding process for all new Member Engagement Directors and assigned center associates. 
  • Directs the Membership, Engagement and Enrollment program to promote recruitment of new members and retention of existing members. 
  • Organizes assigned associates to support membership sales, development and retention goals.
  • Identifies and resolves problem areas to ensure member satisfaction.  Implement process for handling membership inquiries via telephone, mail and email.
  • Recruits, hires and leads welcome center team and volunteers.  Reviews and evaluates associates performance and develops strategies to motivate associates and achieve goals. Establish tour coverage on all shifts and train associates on tour process.
  • Train all associates on expected engagement, cause-driven tour and enrollment expectations and on policies and procedures.
  • Train and coach all associates (center-wide) on relationship building/membership service skills to ensure consistent excellence in service through daily care of members, program participants and volunteers.
  • Reviews, tracks and evaluates membership and participant statistics including but not limited to phone calls, tours, sales and registrations. Creates and continually monitors systems that enable associates to successfully respond to the wants, needs and interests of members and participants.
  • Promotes membership and program enrollment in interactions with existing and potential members. Coordinates program registration, including logistics to support phone, walk-in and web registration.  Conducts new member prospect tours.
  • Manages new member prospects through: leads, tours, walk-ups, no joins, telephone inquiries, referrals, corporate wellness partners, guest passes, terminations, and prospects from campaigns.  Achieve daily and weekly prospecting goals.
  • Leads and ensures the creation of a culture of exceptional member and program participant service. Works with center teams to continually improve member and participant engagement and experience.
  • Conduct member exit surveys. Review and report results.
  • Partners with program directors to develop or enhance programs that meet the needs of members.
  • Develops effective medium to communicate information to members. Maintains and updates information presented to the membership community within the facility.  This includes but is not limited to, bulletin boards, newsletters, flyers, posters, banners, and calendars. Monitor and update the website in conjunction with the association office.
  • Serves as liaison to Brand Advancement to insure association marketing and public relations campaigns are coordinated.  Assist in the planning and execution of special events and services such as health fairs, open houses, media events, membership drives and the annual Healthy Kids Day.
  • Develops, manages, and monitors the membership operating budget to meet or exceed budget targets
  • Establishes a high-profile recognition plan that celebrates efforts and ability to engage, connect with, involve and support members/participants.
  • Ensure attendance at community functions and events to promote the Y, including mission, programs and services.
  • Participate in the association’s Annual Mission Campaign, Membership & Sales Team, Community Mission Board meetings, Association Staff Retreat and various center and association meetings and/or trainings.
  • Work Welcome Center as required including evenings and weekends.

Qualifications

  • Bachelor’s degree from an accredited college or university or equivalent combination of education and experience is required.
  • Three years’ experience in customer service, sales and marketing preferably in a membership setting.
  • Two years’ experience with hiring, training, mentoring, coaching and supervising associates as well as guiding and monitoring associate’s teams.
  • Demonstrated oral and written communication skills including negotiation, presentation skills and the ability to work effectively with a wide range of constituencies in a diverse community.
  • Be an ambassador for the YMCA of Greater Kansas City when engaging members and community.  Effectively articulate the mission, goals, values and community impact of the YMCA.
  • Intermediate computer skills including experience utilizing email, Microsoft Office (Excel and Word) and a membership tracking system (preferably ActiveNet)
  • Able to work with diverse groups of people in an inclusive and effective manner.
  • Ability to create a cause-driven culture of serving the members and associates within the center.
  • Ability to analyze complex information and define and solve problems.
  • Ability to inspire and motivate team members.
  • Passion, enthusiasm and support for mission and values of the YMCA of Greater Kansas City.
  • Ability to make administrative and procedural decisions and judgments on sensitive, confidential issues.

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