YMCA of Greater Kansas City

Member Engagement Director

US-KS-Prairie Village
Req No.
2018-2994
Paul Henson Family YMCA
Category
Membership
Type
Full-Time
Minimum Salary
USD $32,995.00/Yr.
Midpoint Salary
USD $37,740.00/Yr.
Position Hours
Full Time Exempt
US-KS-Prairie Village

Overview

YMCA of Greater Kansas City has an opening for a Member Engagement Director at our Paul Henson Family YMCA.  This leader focuses on the satisfaction of both member and community participants' overall experience from initial engagement and enrollment to continual connection with the appropriate staff, programs, services, and/or small communities. Build a relationship-based membership that moves members and participants along a continuum from a casual connection to a committed level through increased involvement. 

 

The Member Engagement Director is responsible for membership sales and service at their center; including training and supervision of membership associates. Create, implement, manage, and model both systems and practices that support extraordinary member and participant experiences.

 

 

The Paul Henson Family YMCA is located in Prairie Village, Kansas and is 38,000 square feet facility, impacting nearly 1,700 membership units, and has a potential budget size of $1.7 million.  

 

 

A few Amenities at the Paul Henson Family YMCA include:

  • Cardio and strength-training equipment
  • Indoor pool and outdoor pool
  • Dedicated group exercise studio
  • Kids Zone, offering free child care while you workout

 

 

 

Responsibilities

 

  • 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.
  • Establish and implement on-boarding process for all new membership, engagement and enrollment associates.  Train all associates on expected engagement, 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 and supervising associates as well as guiding and monitoring associates teams.
  • Proven track record with selling a product or service and meeting or exceeding sales goals.
  • 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.
  • Intermediate computer skills including experience utilizing email and working in a windows environment.      
  • Ability to create a 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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