Senior Membership Director

Description

The Senior Membership Experience Director provides critical leadership to the Center Membership and Family Experience teams. This role assists the Executive Director in supervising Membership Experience Leaders, the Family Experience Coordinator, and the Family Experience Leaders.

The Senior Membership Experience Director is responsible for membership revenue achievement, membership sales, renewals, and prospect follow-up as directed, the administration and management of Family Programs, Stay ‘N Play, Interactive Zone, and Birthday Party rentals. They provide operational leadership in the development of new programs and ensure high standards of quality across all offerings, delivering excellent service to members, guests, and program participants.

This role also involves responding to member and guest needs, promoting memberships and programs, and maintaining the cleanliness and organization of the facility.

• Supports the Executive Director by managing and providing leadership to the Membership, Youth Programs, Family Programs, Stay ‘N Play, and Interactive Zone areas.
• Provides direct service in Membership, Youth Programs, Family Programs, Stay ‘N Play, and Interactive Zone areas as needed.
• Supervises the Membership Experience Leader, Family Programs, Stay Play, Interactive Zone, and Birthday Party rentals teams, as well as the Family Experience Coordinator, to ensure members and prospects receive exemplary customer service during all interactions.
• Schedules personnel as needed to uphold excellent sales and service standards.
• Works a flexible schedule, including covering staff shortages, to ensure centers are adequately staffed.
• Problem‑solves challenging situations and develops creative solutions to address issues effectively.
• Suggests innovative strategies to meet sales goals.
• Promotes program and membership enrollment during interactions with existing and potential members, in conjunction with marketing efforts, to maximize sales.
• Co‑ordinates program registration, including logistics to support phone, walk‑in, and web registration.
• Ensures proper implementation of member service procedures. Reviews and updates membership procedures, communicating changes to staff. Coordinates with the Resource Operations Center (ROC) as necessary on financial transactions.
• Organises membership events at the YMCA and represents the YMCA at community events to promote its mission.
• Plans, develops, and implements programming for Stay ‘N Play, Interactive Zone, Youth and Family Programs, and related programs.
• Manages the purchase, inventory, and delivery of all program‑related supplies.
• Oversees program promotion and strives to increase enrollment numbers in all youth development and family programs, which includes the distribution of marketing materials.
• Ensures adherence to the YMCA of South Hampton Roads quality program guidelines.
• Participates in association Design Teams and training, as well as family center staff, program, and department meetings.
• Conducts staff training and evaluations, and assists in the recruitment and supervision of all staff and volunteers in related programs.
• Responsible for the overall safety, cleanliness, and functionality of all related facilities and equipment.
• Ensures all program operations are consistent with association procedures, including emergency, insurance, accident, purchasing, personnel, accounting, and other…