TEST POSTING - Membership Services Director

TEST POSTING

POSITION SUMMARY: 

Ensure exceptional customer service for all members and guests through oversight of Membership Services, Welcome Center operations, and Child Watch. Assist with and often lead membership recruitment and retention efforts, manage membership software & data, and produce all related reports. 

KNOWLEDGE/EDUCATION/CERTIFICATION:

• High School Diploma or GED required.
• An associate or bachelor’s degree in business, administration, or hospitality, or experience commensurate with such, is preferred.
• Obtain fingerprinting certification.

EXPERIENCE:

• Minimum of 1 year prior experience as a team lead or coordinator over customer service functions is required. 
• Minimum of 2 years direct supervisory experience or additional years of experience in lead or coordinator role. 
• Knowledge of computers, databases, and software, including Microsoft Office Suite is expected. 

ESSENTIAL FUNCTIONS:

• Provide oversight for Membership Services and the Welcome Center. Perform all tasks and duties associated with Welcome Center services.
• Provide leadership and supervision to the Welcome Center Coordinator, Team Leaders, and Representatives. 
• Lead membership recruitment and retention efforts. Promote and process new memberships and provide on-boarding services and follow-up.
• Develop and manage member engagement tasks and projects such as special events, open houses, promotional campaigns, etc. 
• Manage membership software & data and produce all related reports in a timely fashion. 
• Process scholarship/financial aid applications, credits, refunds, and other financial needs according to AYCC financial policies.
• Ensure facility schedules, membership, registrations, and marketing materials are accurate and available.
• Train and assist staff with tasks including program set up and registration, data entry, answering telephones, member registration, handling receipts and other needs. 
• Select and manage inventory and sales for AYCC merchandise. 
• Oversee and supervise fingerprinting services at the AYCC, to include producing reports. 
• Monitor performance and analyze data to ensure operational requirements and metrics are being met. Implement process improvements as needed.
• Utilize all available communication options (Daxko Engage, Mobile App, Email, and Phone) to effectively communicate with active and potential members. 
• Provide direct supervision and leadership for the Child Watch staff. Perform duties of Child Watch Attendant when needed.
• Ensure the Child Watch space is clean, organized, safe, and fun. 
• Manage Child Watch registrations, develop reports, and provide attendance and usage data as requested. 
• Manage birthday party rentals & contracts. Coordinate party needs including set up and break down. Work closely with housekeeping, kitchen, aquatics, and wellness staff members to provide seamless services on the day of the party. 
• Delegate tasks and duties to the Welcome Center Supervisor and Team Leaders. 
• Work collaboratively with the Finance department to develop an annual budget and oversee its implementation. Design effective budget models, complete analysis of department financials, and share information with designated committees. 
• Review, allocate and code revenue and expenses in accordance with the approved chart of accounts. Comply with internal controls.
• Accomplish department and organizational objectives by managing staff and their performance, planning, scheduling, and evaluating staff, recruiting, selecting, orienting, and training staff, coaching employees to foster growth opportunities and completing required paperwork in a timely manner.
• Maintain consistency of brand in materials produced by all departments before dissemination.
• Ensure compliance with all AYCC policies and procedures.
• Foster a work environment that’s inclusive, as well as diverse, where people can be themselves. 
• Any other tasks that may be assigned.

INTERNAL/EXTERNAL RELATIONSHIPS:

• Interact regularly with new, existing, and potential members including providing tours as necessary.
• Provide a positive first impression of the AYCC and communicate effectively with a variety of stakeholders, including Board Members and other key partners of the AYCC.
• Hold regular staff meetings, attend management meetings and work effectively with other departments to ensure member satisfaction.

SKILLS & COMPETENCIES:

• Solid leadership skills
• Create and maintain professional relationships with patrons and staff members. 
• Inspirational to others
• Ability to work independently and as part of a team
• Accurate and timely in work results
• Ability to research and identify issues and work toward a solution
• Exhibit a positive, professional, and collaborative attitude with all internal and external customers, supervisors, board members and co-workers. 
• Maintain confidentiality.
• Understand, interpret, articulate, and be committed to the AYCC’s mission and programs.
• Help ensure a healthy and safe working and visiting environment. 
• Maintain a professional manner & appearance.

ESSENTIAL PHYSICAL REQUIREMENTS/MENTAL DEMANDS:

• Prolonged periods of standing/sitting with extended periods of keyboarding/data entry/phone interactions (manual dexterity and moderate eye strain)
• Bending, reaching and ability to lift items 50lbs or less
• Ability to think critically, independently, and with safety in mind.
• Flexibility
• Meet deadlines
• Ability to work well with various personalities and handle stress

WORK SCEHDULE: Daytime, evening, and weekend work hours and special events as needed

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and requirements of this job, change. 

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Employee Signature Date