Director of Membership & Retention

YMCA of the USA; Wichita (KS); On-site; USD 90,000 - 120,000; Full time

Job summary

The YMCA of the USA is seeking a Director of Membership & Retention to lead strategies that boost member retention by engaging frontline staff through our Culture of Excellence model. You will model exemplary behavior in branches, train staff, and collaborate with the Metro office to strengthen systems.

The role anticipates a 50-hour work week and travel to multiple branches as needed. Ideal candidates hold a Bachelor’s degree (Master’s preferred) with at least 7 years in customer

Qualifications

• Bachelor’s degree required, master’s degree preferred.
• A minimum of 7 years of relevant work experience in customer service and/or hospitality senior-level management.
• Minimum 5 years’ experience implementing and managing culture-defining standards.

Responsibilities

• Routinely work in all association branches to evaluate service quality of branch-level Membership Service Associates and Membership Directors. Ensuring standards are in place and adhered to while observing trends among staff and members.
• Work alongside Marketing to support the development of membership recruitment strategies that align with current member engagement.
• Continuous development and implementation of relevant, high-quality member engagement strategies through modeling and training staff.
• Lead Membership Cabinet to support, direct and maintain consistency among branch-level Membership Department Directors and Metro support services.
• Provide ongoing development of Membership Directors for sustainable training and management of frontline staff.
• Maintain the Membership Operations Manual with current and new processes and procedures for use by branch staff.
• Accountable for annual budget development, monthly budget monitoring, and achievement of budget.
• Actively participate in the Annual Campaign and events to help attain association goal.
• Child Abuse Prevention - Responsible for adhering to boundary policies, attending required training, reporting concerns, following mandated reporting policy, fulfilling job-specific responsibilities such as maintaining and securing unused areas, and ensuring proper sign-in/out procedures.

Education

Bachelor’s degree

Master’s degree

7+ years customer service/hospitality senior-level management

5+ years culture-defining standards

Job description

GENERAL FUNCTION

The Director of Membership & Retention will have the responsibility of developing and implementing strategies for increasing membership retention through engagement by our frontline staff using our Culture of Excellence model. Critical pieces for success will be modeling culture of excellence behavior directly with staff in the branch setting, developing and leading training/continuous improvements for staff, and working with the Metro office to develop support through our systems. It is anticipated an average work week will consist of 50 hours to complete duties.

GENERAL FUNCTION

The Director of Membership & Retention will have the responsibility of developing and implementing strategies for increasing membership retention through engagement by our frontline staff using our Culture of Excellence model. Critical pieces for success will be modeling culture of excellence behavior directly with staff in the branch setting, developing and leading training/continuous improvements for staff, and working with the Metro office to develop support through our systems. It is anticipated an average work week will consist of 50 hours to complete duties.

Job Responsibilities

• Routinely work in all association branches to evaluate service quality of branch-level Membership Service Associates and Membership Directors. Ensuring standards are in place and adhered to while observing trends among staff and members.
• Work alongside Marketing to support the development of membership recruitment strategies that align with current member engagement.
• Continuous development and implementation of relevant, high-quality member engagement strategies through modeling and training staff.
• Lead Membership Cabinet to support, direct and maintain consistency among branch-level Membership Department Directors and Metro support services.
• Provide ongoing development of Membership Directors for sustainable training and management of frontline staff.
• Maintain the Membership Operations Manual with current and new processes and procedures for use by branch staff.
• Accountable for annual budget development, monthly budget monitoring, and achievement of budget.
• Actively participate in the Annual Campaign and events to help attain association goal.
• Child Abuse Prevention - Responsible for adhering to boundary policies, attending required training, reporting concerns, following mandated reporting policy, fulfilling job-specific responsibilities such as maintaining and securing unused areas, and ensuring proper sign-in/out procedures.

EFFECT ON END RESULT

Membership retention increases through authentic engagement with staff, leading to increased usage and sustained revenue.

Minimum Entry Requirements

Education/Experience Requirements

• Bachelor’s degree required, master’s degree preferred
• A minimum of 7 years of relevant work experience in customer service and/or hospitality senior-level management required
• Minimum 5 years’ experience implementing and managing culture-defining standards

Job Requirements

• Commitment to the YMCA mission, vision and values
• Be an example of bringing energy and engagement to members
• Must be willing to travel to all branch locations
• Must attend New Employee Orientation within 30 days of hire
• Learn all emergency procedures and action plans that apply to branches
• Understand and abide by all policies and procedures set forth by the association
• Work a schedule that reflects the needs of the association, including weekends and evenings