Member Services Director jobs in Johnstown, PA

The Director of Member Services is responsible of overall supervision and leadership of membership operations for the YMCA of Indiana County. The Director of Member Services is responsible for revenue and membership growth/retention, fiscal management, hiring, training and supervision of the member service staff. The position is responsible for demonstration of YMCA leadership competencies to ensure the mission, purpose, image and core values of the YMCA is conveyed. In addition, responsibilities entail membership campaigns, member engagement with new and existing members along with community relationship.

The Membership Director should have a minimum of 5 years of experience in customer service systems, procedures, and guidelines; customer service and sales experience strongly desired. A minimum of 2 years of supervisory experience is preferred.

• Motivate and train staff to improve membership and member retention.
• Meet and exceed monthly and yearly branch goals for new membership, retention cancelations and renewals.
• Build relationships with members, program participants and community partners.
• Implement and evaluate all aspects of the membership function in accordance with the YMCA of Indiana County guidelines.
• Ensure daily member questions and requests are handled in an efficient and timely manner.
• Work closely with Member Service Representatives to ensure membership paperwork is obtained and processed accurately to meet the organization's 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's standards.
• Utilize the Y Improvement Model to effectively carry out tasks by using SMART goals
• Monitoring and enforcing membership policies and procedures.
• Ensure all staff are properly trained and on an ongoing basis.
• Manage the accuracy and productivity of day-to-day activities of the membership process.
• Assist in selling memberships and programs by proactively engaging in conversations on the benefits of YMCA memberships and programs.
• Develops effective working relationships with service groups, community organizations, and companies, including making presentations.
• Serve as direct supervisor of the Welcome Center Coordinator at the branch. Ensure proper coverage and hiring of Member Service Representatives.
• Practice strong fiscal stewardship in the execution of financial and membership policies and procedures.
• Respond to emergency situations by adhering to the safety policies and procedures set for the Association.
• Perform other duties assigned.