POSITION SUMMARY:

The Metro Membership and Communications Director is a transformative, service-oriented role responsible for ensuring outstanding member, guest, and community partner experience. This dynamic role acts as the point person for leading strategic goals and implementation for membership recruitment and retention, together with providing exceptional quality assurance of membership services and resource desk standard operating procedures. With an aim to orchestrate outreach to underserved populations in our community, the Membership Director’s accountabilities are aligned to be relationship driven, community focused and aware of YMCA programs and community partner resources. As a YMCA employee, it is your responsibility to help people enjoy and feel good about their relationship with the YMCA and to encourage and motivate them to maintain or expand that relationship.

OUR CULTURE:

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. 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.

Entry Requirements:

• Bachelor's degree in human services, social services, business or equivalent preferred.
• Two or more years of management experience, preferably in a YMCA or other nonprofit agency.
• Experience in management and development of volunteer involvement.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Proven track record of developing authentic relationships with others.
• Ability to establish and maintain collaborations with community organizations.

CPR and First Aid certifications required within 30 days of hire.

Essential Functions:

MEMBERSHIP AND CULTURE:

• Implements membership strategies that support recruitment of new members and retention of existing members. The YMCA is a low barrier organization for members, turning no one away for their inability to pay.
• Creates a member-focused culture and models relationship-building skills in all interactions.
• Fosters a climate of innovation and resolves problems to ensure member satisfaction.
• Ensures a level of service and engagement that fosters loyalty among those we serve.
• Organizes membership events at the YMCA and represents the YMCA at community events. Facilitates New Member Orientation.
• Promotes program and membership enrollment in interactions with existing and potential members. Coordinates program registration, including logistics to support phone, walk-in, and web registration.

PROGRAM ADMINISTRATION:

• Ensures proper implementation of front desk procedures and trains staff in emergency procedures, operating procedures, and customer service skills. Reviews and updates desk procedures and communicates changes to staff in a clear, concise way.
• Assist in the development and implementation of a membership retention plan to include a membership survey at least once a year.
• Recruits, hires, trains, develops, schedules, and directs personnel and volunteers as needed. Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals.
• Participates in the planning of the annual budget; manages and implements the approved budget for membership and takes appropriate action to correct variances
• Coordinates with the financial office, ensuring that all billing, transactions and accounting is processed in a fiscally sound manner.
• Maintains master file on all standardized forms, reports, etc. and keeps it up to date.

OUTREACH & NETWORKING:

• Identifies and builds relationships with external partners and key stakeholders to support corporate memberships. Develops and maintains YMCA corporate membership program.
• Coordinates with marketing efforts to maximize enrollments.

MARKETING:

• Work with Resource Development Director to create a unified voice across the organization, through both traditional and digital media for our members, stakeholders, and donor audiences.
• Develop tools for current and new programs within the organization.
• Maintain and update website as needed.
• Create and coordinate all documents in support of events including promotional materials, sponsorship packages, and case statements.

PUBLICATIONS:

• Coordinate all types of communication and messaging about the Family YMCA of Marion and Polk Counties including but not limited to quarterly newsletters, bi-monthly donor newsletters and brochures, event documents, and donor appreciation communications.
• Support events with Power Point presentations, programs, and signage as needed.
• Support social media in collaboration with Resource Development and Leadership team.
• Act as a liaison between graphic and production vendors when necessary.

This job description may not be all inclusive and employees are expected to perform all other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.