<p>POSITION SUMMARY:</p> <p>Under immediate supervision of the Branch Executive, the Member Services Director oversees all aspects of member engagement, including recruitment, retention, and customer service excellence. This role leads the front desk and child watch teams, ensuring a welcoming and inclusive environment that reflects the YMCA's core values. The Director develops and implements strategies to enhance member satisfaction and drive growth, while maintaining high standards of operational efficiency. Strong leadership, communication, and problem-solving skills are essential to success in this role.</p> <p>This position oversees Broadview YMCA and The Ridge YMCA at Capital Credit Union.</p> <p>OUR CULTURE</p> <p>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.</p> <p>ESSENTIAL FUNCTIONS:</p> <ul> <li>Develop and implement strategies to recruit new members, retain existing ones, and enhance overall member satisfaction. </li><li>Hire, train, schedule, and evaluate front desk and child watch personnel to ensure high-quality service and performance. </li><li>Ensure proper implementation of desk procedures, registration systems, and financial transactions in coordination with the business office. </li><li>Actively promote program enrollment and cross-sell services to members and guests through personalized interactions and outreach. </li><li>Foster a welcoming, inclusive environment by modeling relationship-building skills and ensuring staff consistently exceeds member expectations. </li><li>Participate in budget planning, monitor financial performance, and prepare membership reports for leadership and board review. </li><li>Collaborate with branch leadership to promote and participate in fundraising initiatives, including the YMCA's Annual Campaign, by cultivating relationships with members, sharing impact stories, and encouraging community support. </li><li>Organize member appreciation events and represent the YMCA at community functions to build visibility and engagement. </li></ul> <p>SKILLS AND TRAINING:</p> <ul> <li> <p>Education and experience:</p> </li><li> <p>Completed course work (e.g. 2-year degree) or equivalent experience and education/certification in sales and service or related field required.</p> </li><li> <p>3-5 years' experience in sales and/or customer service leadership and a proven track record in achieving results in a sales environment is required.</p> </li><li> <p>Or an equivalent combination of education and experience.</p> </li><li> <p>Experience developing and delivering effective training programs is preferred.</p> </li><li> <p>CPR and First Aid certifications are required within the first 60 days of employment.</p> </li><li> <p>Strong administrative, organizational, math, and computer skills with attention to details required.</p> </li><li> <p>Ability to prioritize workloads to meet timelines and maintain confidentially of records required.</p> </li><li> <p>Ability to work a flexible schedule that includes weekends and evenings required.</p> </li><li> <p>Excellent telephone, face to face, and written communication skills tailored to the appropriate audience.</p> </li></ul> <p>COMPETENCIES:</p> <ul> <li>Building Relationships: Building meaningful, trusting, collaborative relationships and upholding the SMART pledge in all interactions is the core of our work. Create sustainable relationships within the Y and with other organizations in service to the community. Value all people for their unique talents and take an active role in promoting practices that support diversity and inclusion. </li><li>Communication and Influence: Listen and express self effectively and in a way that engages, inspires, and builds commitment to the Y's cause. Values all people for their unique talents and takes an active role in promoting practices that support diversity, inclusion and cultural competence </li><li>Developing and Inspiring People: Support the holistic development of self and others so that everyone can embrace the Y's cause, sustain the Y's culture, and inspire others to take individual and collective action to further our impact. Demonstrate the ability to understand and manage emotions effectively in all situations. </li><li>Leading Operations: Manages the Y's resources responsibly and sustains the Y's nonprofit business model. Ensures program or project goals are met and intended impact occurs. Executes superior sales and customer service technical skills. </li><li>Change Capacity: Facilitates, co-creates, and implements equitable change for the good of the organization and/or our community. </li><li>Philanthropy: As charitable organization, they Y depends heavily on financial support of the community. You are responsible for securing resources and support to advance the Y's work. </li><li>Critical Thinking and Decision making: Since there isn't a prescription for every circumstance, you will need make informed decisions based on experience, logic, professional standards, data and sound judgement; transfer learning to situations; and provide others, including corporate partners, with framework for making decisions. </li><li>Advancing our Mission and Cause: As a cause driven leader you will support the Y, its members, participants, and staff by living the Y's values of CARING, HONESTY, RESPECT, and RESPONSIBILITY in all interactions and aspects of job performance and demonstrate the desire to serve others and fulfill community needs. </li><li>Safety: Adhere to and enforce safety policies and procedures for the Association. You will also participate in the coverage rotation (weekends and evenings as needed), ensuring the safety of the building and the people within it. You must be able to respond in a leadership role to a crisis situation as outlined in the Crisis Communication binder. </li><li>Physical requirements: This position requires flexibility to work schedules that meet the needs of the corporate clients, community events, evening /weekend coverage rotations. Office work is also required, including telephone, meeting, and computer work. Frequent local travel between the centers and/or the local community is required. As a safety responder, the ability to crouch, stoop, kneel, move quickly, and/or lift at least 30 pounds will be necessary. </li></ul> <p>This job description represents the major functions of the job but is not intended to be all inclusive. The incumbent is also responsible for performing other duties as necessary for Association success.</p>