Member Services Director jobs in Raleigh, NC

HARRISON FAMILY YMCA

Job Title: Member Services Director

Status: F/T, exempt Department: Member Services

Reports to: Senior Engagement Director Pay Range: $40,000-$46,000

Leadership Level: Team Leader Revision Date: 09/01/2022

POSITION SUMMARY:

Ensures successful operation of the Member Services Department including staff supervision and development, superior customer service, community relationships, collaborations, budgeting, and financial success. Assesses current processes and procedures, implementing change and improving efficiency and member and employee experience as needed, while facilitating the achievement of association membership goals.

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:

Ensures programs and services meet community needs.

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 in membership and programs and provides ongoing support to Program Directors on related issues.

Ensures a level of service and engagement that fosters loyalty among those we serve.

Assists in organizing membership events at the YMCA and represents the YMCA at community events to promote the YMCA.

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.

Participates in the planning of the annual budget; assists in managing and implementing the approved budget for membership and takes appropriate action to correct variances.

Leads membership staff and volunteers effectively; assists in recruiting and hiring diverse staff and volunteer teams; onboards and develops them for success; creates and coordinates Front Desk and Child Watch staff schedules.

Completes first-of-the-month tasks that include, but are not limited to, pre-pay invoices, corporate invoices, pulling and submitting monthly reports for insurance-based memberships, and Raptor scanning database.

Other duties as assigned or needed.

LEADERSHIP COMPETENCIES:

Engaging Community: Builds bridges with others in the community to ensure the Ys work is community-focused and welcoming of all, providing community benefit

Communication & Influence: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Ys cause

Critical Thinking & Decision Making: Makes informed decisions based on logic, data, and sound judgement

Developing Self & Others: Develops self and supports others (e.g., staff, volunteers, members, program participants), both formally and informally, to achieve their highest potential

Qualifications

QUALIFICATIONS:

Certifications required within 30 days of hire: American Red Cross CPR/AED and First Aid; other training as provided by the Y.

Bachelor's degree in a related field preferred or equivalent combination of education and experience.

YMCA Team Leader certification preferred. Achieve Team Leader certification within 3 years of accepting the role.

Previous supervisory experience in customer service preferred.

Excellent personal computer skills and experience with standard business software.

Ability to relate effectively to diverse groups of people from all social and economic segments
of the community.

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 essential functions.
• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.
• The employee frequently is required to sit and reach and must be able to move around the work environment.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
• The noise level in the work environment is usually moderate.

Job Type: Full-time

Pay: $40,000.00 - $46,000.00 per year

Benefits:

• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Ability to commute/relocate:

• Rocky Mount, NC 27804: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Office: 1 year (Preferred)
• Sales: 1 year (Preferred)

Work Location: In person