Member Service & Engagement Director

POSITION SUMMARY: This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. The Membership & Health Living Engagement Director shall be responsible for developing, implementing and sustaining all membership and wellness programming for members and community participants, specially focused at the Sampson County YMCA.

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.

ESSENTIAL FUNCTIONS:

1. Perform excellent service to all members, staff, volunteers and guests.
2. Build relationships by using names and initiating conversations with all members, staff, volunteers and guests.
3. Communicate with supervisors, staff, members, guests, and volunteers in a clear, concise and positive manner while using Listen First skills.
4. Understands, supports and is committed to the YMCA cause and our role in the community as a leader in Youth Development, Healthy Living and Social Responsibility.
5. Manage and support all aspects of the corporate membership program, including onboarding, account management, renewals, communications, event coordination, and member engagement, while maintaining strong relationships, ensuring data accuracy, and collaborating with internal teams to enhance the overall member experience.
6. Develop and implement cause-driven programming that promotes Youth Development, Healthy Living and Social Responsibility.
7. Actively participates in management team meetings and committees as assigned.
8. Play an active role in the annual campaign, recruiting campaigners and serving where needed on planning committees.
9. 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. Coordinates marketing efforts to maximize enrollments and provides ongoing support to Program Directors on related issues.
10. Ensures proper implementation of front desk procedures. Reviews and updates desk procedures and communicates changes to staff in a clear, concise way. Coordinates with the business office as necessary on financial transactions.
11. Build a culture of philanthropy within your department by building Y ambassadors within your staff/volunteer team, building relationships, and creating a case for support (need/response/impact).
12. Know and follow the established Human Resources and Finance procedures of the association.
13. Responsible for assuring high standards of program quality and safety in accordance with YMCA safety and risk management policies.
14. Works with Facilities Coordinator to ensure daily cleanliness and assists with preventative maintenance on equipment and quarterly deep cleans.
15. Follow all policies and procedures as set forth in the employee handbook, director handbook, department handbook and the emergency response plan manual.
16. Recruit, hire, train, supervise, develop and schedule all employees and volunteers within your departments.
17. Motivate and engage your employees and volunteers to increase retention and understanding of our Cause through regular staff meetings.
18. Assist in developing your department’s annual budget; monitor and adjust as needed.
19. Assist in approving payroll for your department as outlined in the payroll guidelines.
20. Conduct performance reviews of all employees within your department.
21. Collaborate with other directors, Y’s and community groups.
22. Assure your own self-development through reading, research, and conference or training attendance.
23. Act as a positive role model while implementing YMCA character development and following the four core values of Caring, Honesty, Responsibility, and Respect.
24. Compile program statistics. Monitor and evaluate the effectiveness of and participation in programs.
25. Purchase parts and supplies for department as needed and assist with coordination of equipment maintenance and repairs.
26. Develop and maintain collaborative relationships with community organizations and internship opportunities.
27. Perform other related duties as assigned by your supervisor.

LEADERSHIP COMPETENCIES:

• Change Leadership: Facilitates, co-creates, and implements equitable change for the good of the organization and/or community.
• Engaging Community: Builds bridges with others in the community to ensure the Y’s work is community-focused and welcoming of all, providing community benefit.
• Philanthropy: Secures resources and support to advance the Y’s work.
• Volunteerism: Engages volunteers and promotes social responsibility at all levels of the organization.
• Collaboration: Creates sustainable relationships within the Y and with other organizations in service to the community.
• Communication & Influence: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y’s cause.
• Inclusion: Values all people for their unique talents, and takes an active role in promoting practices that support diversity, inclusion, and global work, as well as cultural competence.
• Critical Thinking & Decision Making: Makes informed decisions based on logic, data, and sound judgment.
• Fiscal Management: Manages the Y’s resources responsibly and sustains the Y’s nonprofit business model.
• Functional Expertise: Executes superior technical skills for the role.
• Innovation: Creates and implements new and relevant approaches and activities that improve and expand the Y’s work and impact in the community.
• Program/Project Management: Ensures program or project goals are met and intended impact occurs.
• Developing Self & Others: Develops self and supports others (e.g., staff, volunteers, members, program participants), both formally and informally, to achieve their highest potential.
• Emotional Maturity: Demonstrates ability to understand and manage emotions effectively in all situations.

QUALIFICATIONS:

• High School Diploma/GED or equivalent, Bachelors degree preferred. 
• Excellent oral and written communication skills
• Interpersonal & coaching skills
• Supervisory Experience a plus
• CPR/First Aid Certification within 30 days of hire
• Ability to respond to safety and emergency situations

EQUIPMENT & APPLICATIONS:

• Microsoft Office
• Daxko Accounting, Operations and Engage is a plus

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Frequently required to stand, walk, sit use hands to manipulate objects, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, talk, hear and see.
• The ability to demonstrate exercises and fitness-related movements. This includes but is not limited to: lifting dumbbells, pressing weight overhead, pressing weight with legs, sitting/laying on the floor, standing, jumping, and running.
• The ability to hear and speak to be heard by class participants.
• Ability to lift equipment weighing up to 50 pounds.

JOB TITLE: Membership & Healthy Living Engagement Director

FLSA STATUS: Non-Exempt 

JOB CODE: H&W ENGAGE DIRECTOR

JOB GRADE: Grade 9 (SAP 2024)

REPORTS TO: Associate Executive Director

LEADERSHIP LEVEL: TEAM LEADER

REVISION DATE: 07/25

PRIMARY FUNCTION/DEPARTMENT: Healthy Living