Director of Membership Operations and Support

YMCA of the USA; Columbus (OH); On-site; USD 45,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic Director of Membership Operations to enhance member experiences across its wellness centers. This pivotal role involves leading training initiatives, analyzing membership data, and implementing innovative programs to promote healthy living. The ideal candidate will exhibit strong leadership qualities and a passion for community well-being, ensuring high standards of customer service and operational excellence. Join a forward-thinking organization dedicated to making a positive impact in the community and fostering inclusivity among its members.

Qualifications

• Bachelor’s degree required with 2+ years of experience in training or management.
• Experience in membership-based organizations preferred.

Responsibilities

• Lead training for staff on CRM software and member experience.
• Drive sales and retention outcomes through key metrics.

Skills

CRM database management

Data analysis

Customer service

Communication skills

Organizational skills

Problem-solving skills

Education

Bachelor’s degree in communication, business, or data analytics

Tools

Google Suite

Microsoft Office

Job description

Join Central Ohio to lead training, use data-driven strategies, and enhance member experiences in our wellness centers.

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 with 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 samples 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

• Think, communicate, and behave as a cause-driven leader and role model for staff and members, promoting youth development, healthy living, and social responsibility.
• Responsible for initial and ongoing staff training related to CRM software solutions and the Member Experience, and lead in creating new trainings.
• Lead implementation efforts of new membership software integrations and updates, and provide ongoing support post-implementation.
• Collaborate with staff leaders to implement audit processes ensuring 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 key metrics such as usage, renewals, terminations, conversions, NPS, and post-join engagement initiatives.
• Work on special projects and promotions, and monitor branch feedback to ensure SOPs are high quality and meet member and program participant needs.
• Serve as a Membership Experience expert, providing feedback and coaching to branch Membership Experience Team members.
• Lead small group initiatives related to operational process improvements, innovation, and experience development.
• Ensure compliance with YMCA Nationwide Membership protocols and respond to inquiries from YUSA regarding membership requirements.
• Respond promptly and confidently to reports of suspicious or inappropriate behaviors, following disciplinary procedures and mandated reporting requirements.
• Work effectively with diverse groups and viewpoints from all social and economic segments of the organization and community.