Membership Manager- West Suburban

GENERAL FUNCTIONS:

Under the direction of the Membership Director and in accordance with Association policies, the Membership Manager is responsible for overall day-to-day operations of the membership department, including scheduling and managing staff, ensuring a high level of customer service, upholding association policy and procedures, and providing accurate information to members and guests. This role also is responsible for safety as it relates to building entry. Hours for this position may vary to include evenings and weekends.  

ESSENTIAL DUTIES & RESPONSIBILITIES:

1. Oversee all aspects of the day-to-day operations of the membership department.
2. Ensure that membership staff are trained and scheduled to support the needs of the branch. Find substitutes or fill in on the schedule if there are gaps.
3. Ensures proper implementation of front desk procedures. Reviews and updates desk procedures and communicates changes to staff. Coordinates with the business office as necessary on financial transactions.
4. Display proper cash handling practices and balance cash receipts at the end of each shift.
5. Learn and correctly utilize Daxko to accurately process member applications, terminations, renewals, class registrations, payment, and all other necessary membership and program forms.
6. Collaborate with the Membership Director to implement membership strategies that support recruitment of new members and retention of existing members.
7. Create a member-focused culture and role model relationship-building skills in all interactions. Foster a climate of innovation and resolve problems to ensure member satisfaction.
8. Answer member inquiries in-person, and via phone and email, in a timely and professional manner, resolving issues and ensuring accurate information.
9. Function as Membership Director in the absence of the Membership Director.
10. Train, schedule, and manage membership staff as directed.
11. In collaboration with the Membership Director, review and evaluate staff performance as directed. Develop strategies to motivate staff and achieve goals.
12. Provide ongoing training for membership staff as needed to improve member service and member retention.
13. Model high quality customer service and coach staff to enhance the member experience.
14. Possess knowledge of emergency procedures as they relate to calling 911, informing building supervisor and/or Manger on Duty of weather, medical, or facility emergencies, and performing related functions as required by emergency staff.
15. Uphold the core values of the YMCA when working with people within the YMCA facilities and community.
16. Responsible for strict adherence to all YMCA of Greater Waukesha County department policies and procedures related to safety, rules, and other regulations.
17. Assist with fundraising and community events as directed.
18. Other duties as assigned.

EDUCATION AND EXPERIENCE:

1. Must have high school diploma or equivalent, bachelor’s degree preferred.
2. Must have a minimum of 2 years of customer service experience.
3. Prior supervisory experience preferred.
4. Must be able to relate well to members and program participants to resolve issues and conflict.
5. The position requires good organizational, oral, and written skills.
6. Must be self-motivated, demonstrate decision-making skills, require minimal supervision, and work well with members and staff.
7. Must be able to stand and walk for extended periods of time on a frequent basis.
8. Must be able to exhibit the core values of caring, honesty, responsibility, and respect in all aspects of work with the YMCA.

EQUAL OPPORTUNITY EMPLOYER

THE YMCA WELCOMES A DIVERSE WORKFORCE

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