Director Of Membership Operations And Support

Job Description

The Director of Membership Operations and Support will play a pivotal role in ensuring a positive and enriching experience for all members and guests visiting our health and wellness centers. This role focuses on the delivery and adherence of training standards that ensure a high quality customer service culture for all. This role is also responsible for producing and analyzing a variety of membership data for errors and trends, and will create and manage systems, programs and promotions related to healthy living and the member experience across our various health and wellness locations within the YMCA of Central Ohio.

Qualifications

• Bachelor’s degree in communication, business, data analytics or related fields and at least two years of training and/or management experience or a combination of relevant education and experience.
• Three or more years of YMCA or other membership-based organization experience preferred.
• YMCA Team Leader certification preferred; if not certified, should obtain certification within 2 years.
• Passion for promoting community well- being and inclusivity.
• Exhibit high standards of professionalism, integrity, and an ability to interact effectively to all working styles, levels, and diverse cultures both internal and external to the organization.
• High proficiency in CRM database management, Google Suite and Microsoft Office applications; demonstrated proficiency in data formatting & analyzing sample required for consideration of position.
• Possess top- tier customer service, planning, and organizational skills with high attention to detail.
• Strong and engaging verbal, written, digital communication and presentation skills.
• Ability to think analytically, independently, and apply problem- solving skills to identify relevant questions and potential solutions.
• Results-driven with a progressive approach to change and standard operating procedures.
• Ability to travel locally on a consistent basis including occasional evenings and weekends.

Essential Functions

• Thinks, communicates and behaves as a cause-driven leader and role model for other staff and members when it comes to desired staff behaviors; promotes youth development, healthy living, and social responsibility in all job-related functions.
• Responsible for initial and ongoing staff training related to customer relationship management (CRM) software solutions and the Member Experience, and lead in the creation of new trainings.
• Lead implementation efforts of new membership software integrations and updates and ongoing support post-implementation.
• Collaborate with a team of staff leaders to implement audit processes that ensure that quality standards are met across all YMCA of Central Ohio health and wellness centers.
• Facilitate community event presence to ensure consistency in presentation and representation across all communities.
• Drive positive sales & retention outcomes through presentation of key metrics such as: usage, annual renewals, terminations, conversions, NPS, and post-join involvement in health and wellness engagement initiatives.
• Work on special projects and promotions, and regularly monitors branch feedback to ensure SOPs are high quality and meeting the needs of members and program participants.
• Serve as a Membership Experience expert and provide structured feedback and coaching for branch Membership Experience Team members.
• Convene and lead small group initiatives related to operational oo process improvements, innovation, and experience development.
• Ensure compliance for YMCA Nationwide Membership protocols. This position will also respond accordingly to any inquiries from YUSA regarding the membership requirements.
• Responds seriously and confidently to reports of suspicious and inappropriate behaviors. Responds quickly to policy and procedure violations using the organization’s progressive disciplinary procedures. Follows mandated reporting requirements and communicates to all staff the organization’s commitment to protecting their youth from abuse.
• Ability to work effectively with diverse groups and viewpoints from all social and economic segments of the organization and community.

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