Member Engagement Director Job at YMCA
The South Wood County YMCA is looking for a dynamic, inclusive, and forward thinking leader.
Job Description
This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. The Member Engagement Director will oversee the day-to-day operations of Membership Services for the association, as well as participate in community engagement at the South Wood County YMCA; ensuring a welcoming environment for all.
Qualifications
- Minimum Associates Degree in related field, and/or equivalent experience.
- 3-5 years of YMCA experience or in a customer service field.
- Minimum 3-5 years supervisory experience.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community while articulating the YMCA's purpose and mission and demonstrating the YMCA's character values.
- Listen First Training.
- Excellent cash handling skills.
- Excellent human relation skills and an ability to maintain positive communication with staff and members.
- Ability to address and make solid decisions in emergency situations.
- Maintain a high level of confidentiality.
- Excellent verbal and written communication skills including telephone etiquette.
- CPR/First Aid Certification within 6 months.
- Ability to respond to safety and emergency situations.
Essential Functions
- Perform excellent service to all members, staff, volunteers and guests.
- Build relationships by using names and initiating conversations with all members, staff, volunteers and guests.
- Communicate with supervisor, staff, members, guests, and volunteers in a clear, concise and positive manner while using Listen First skills.
- Understands, supports and is committed to the YMCA cause and our role in the community as a leader in Youth Development, Healthy Living and Social Responsibility.
- Develop and implement cause-driven programming that promotes Youth Development, Healthy Living and Social Responsibility.
- Actively participates in management team meetings and committees as assigned.
- Understands, follows and demonstrates the Y Competencies listed below.
- Play an active role in the annual campaign, recruiting campaigners and serving where needed on planning committees.
- Work closely with the Marketing Director on marketing/promotions to ensure consistent messaging around the Y as a cause-driven charitable organization.
- Build a culture of philanthropy within your department by building Y ambassadors within your staff/volunteer team, building relationships, and creating a case for support (need/response/impact).
- Work to ensure a diverse and inclusive culture at the Y.
- Know and follow the established Human Resources and Business Services procedures of the association.
- Follow all policies and procedures as set forth in the employee handbook, director handbook, department handbook and the emergency response plan manual.
- Recruit, hire, train, supervise, develop and schedule all employees and volunteers within your department.
- Motivate and engage your employees and volunteers to increase retention and understanding of our Cause through regular staff meetings.
- Develop your department’s annual budget; monitor and make adjustments as needed.
- Complete and approve payroll for your department as outlined in the payroll guidelines.
- Conduct annual performance reviews on all employees within your department.
- Collaborate with other directors, Y’s and community groups.
- A ssure your own self-development through reading, research, and conference or training attendance.
- Act as a positive role model while implementing YMCA character development and following the four core values of Caring, Honesty, Responsibility, and Respect.
- Work Director on Dutyas scheduled and annual Y special events as needed.
- Perform other related duties as assigned by your supervisor or CEO.
- Lead staff meetings to keep Member Services staff advised and informed of all program offerings, class scheduling, membership changes, policies, etc.
- Assist as necessary at the Member Services Desk in the event of a shortage of staff.
- Must be knowledgeable in all functions of the Member Services Desk and be able to complete program enrollments, membership enrollments, membership cancellations and all other member service duties with an ongoing focus on improvement.
- Work with local business partners and the Director of Healthy Living to foster and grow the corporate membership program.
- Assists staff and board members in establishing membership policies for the association.
- Closely monitor monthly and annual membership statistics and produce reports needed for staff and volunteer boards and committees.
- Continually focus on the enhancement and improvement of member services.
- Coordinates the monthly “Member Appreciation Days” in conjunction with dates that work best for the association.
- Maintains records essential for control and evaluation, and reports information to Associate Center Executive and/or the CEO and appropriate committees.
- Works with the Business Administratorin the processing of all membership paperwork including applications, bank drafts, change forms, cancellations, NSF’s, refunds, renewals letters and expired credit card letters and filing.
- Manage group rentals for facility.
- Take any necessary actions in relation to accidents and incidents that occur within the Wisconsin Rapids & Port Edwards Facilities.
- Oversee our key fob systems for Wisconsin Rapid’s and Port Edward’s branches.
- Create new, innovative member retention strategies that lines up with the strategic plan.
Cause-Driven Leadership Competencies
- Change Leadership : Facilitates, co-creates, and implements equitable change for the good of the organization and/or community.
- Engaging Community : Builds bridges with others in the community to ensure the Y’s work is community-focused and welcoming of all, providing community benefit.
- Philanthropy : Secures resources and support to advance the Y’s work.
- Volunteerism : Engages volunteers and promotes social responsibility at all levels of the organization.
- Collaboration : Creates sustainable relationships within the Y and with other organizations in service to the community.
- Communication & Influence : Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y’s cause.
- Inclusion : Values all people for their unique talents, and takes an active role in promoting practices that support diversity, inclusion, and global work, as well as cultural competence.
- Critical Thinking & Decision Making : Makes informed decisions based on logic, data, and sound judgment.
- Fiscal Management : Manages the Y’s resources responsibly and sustains the Y’s nonprofit business model.
- Functional Expertise : Executes superior technical skills for the role.
- Innovation : Creates and implements new and relevant approaches and activities that improve and expand the Y’s work and impact in the community.
- Program/Project Management : Ensures program or project goals are met and intended impact occurs.
- Developing Self & Others : Develops self and supports others (e.g., staff, volunteers, members, program participants), both formally and informally, to achieve their highest potential.
- Emotional Maturity : Demonstrates ability to understand and manage emotions effectively in all situations.
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