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Membership Director - Toledo

Sports and Fitness

Location: Toledo, OH
Job Status: Full Time
Posted/Updated: 03-15-2017

Job Description:

Under the supervision of the Branch Executive, the Membership Director is responsible for member attraction and retention, communications, and training components for the member service associates. Additionally, the Membership Director will supervise the Member Service Director at the branch. The Membership Director is also responsible for membership policies and procedures, assisting in staffing and schedules and membership attraction and retention. In addition responsibilities entail membership campaigns, member engagement with new and existing members along with community relationships.


College degree preferred,The Membership Director should have a minimum of 3 years of experience in customer service systems, procedures, and guidelines; customer service and sales experience strongly desired. Additional experience must include a minimum of 2 years of staff supervision/development.

Essential Functions

Motivate and assist in training staff to improve membership and member retention.
Meet and exceed monthly and yearly branch goals for new membership, retention, cancelations and renewals.
Build relationship with members, program participants and community partners.
Implement and evaluates all aspects of the membership function of the Branch, in accordance with the YMCA/JCC of Greater Toledo guidelines.
Ensure daily member questions and requests are handled in efficient and timely manner.
Work closely with Branch Administrator and Member Service Director to ensure membership paperwork is obtained and processed accurately to meet the organizations goal.
Maintains a working knowledge of membership types and rate structures; including short-term membership and membership payment.
Maintain confidentiality of sensitive personal and financial data for each member.
Maintain the filing system that meets the organization standards.
Monitoring and enforcing membership policies and procedures.
Manage the accuracy and productivity of day-to-day activities of the membership process i.e. cancelation, associate renewals, on-hold request, existing member changes, and new member application/bank draft and suspending bank draft.
Assist in selling memberships and programs by proactively engaging in conversations on the benefits of YMCA/JCC memberships and programs.
Understands and fully participates in the Y-Improvement model for his/her branch as well as any assigned Association initiatives. Will ensure data within the Y-Improvement model is accurate and up to date. Will be accountable for meeting or exceeding target conditions related to his/her areas of responsibility.
Maintain an active role in the implementation of the Engagemore program.
Serve as direct supervisor of Member Service Director at the branch and assist in hiring and training, and coverage.
Accurately process new program registrations including cash transactions and maintenance of member records. Respond to inquiries both in person, phone and email.
Practice strong fiscal stewardship in the execution of financial and membership policies and procedures.
Actively participate in the Annual Campaign by helping to raise dollars toward the branch goal.
Respond to emergency situations by adhering to the safety policies and procedures set for the Association.

Perform other duties assigned.


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