YMCA of Greater Grand Rapids
Member Engagement Director
YMCA of Greater Grand Rapids, Lowell, Michigan, United States, 49331
OUR CULTURE:
Guiding Principles describe our behaviors to support our organization’s work throughout its life in all circumstances, irrespective of changes in goals, strategies, and leadership. Our Guiding Principles are as follows: We
CULTIVATE -We grow staff and volunteer leaders who will be stewards of the Y mission, resources, and opportunities. We
OWN -We think long-term and act on behalf of the organization, beyond our own team. We
WELCOME -We are inclusive of all people and all communities. We
SERVE -We provide timely and excellent service to members, volunteers, community, and each other. We
LEARN -We are never done learning and always seek to improve. We are curious about new possibilities and act to explore them. We
UNITE -We work together to achieve big goals and speak as one voice. We
RESPECT -We treat others with kindness and speak positively about other people in all situations. We
PLAY -We celebrate, appreciate, and have fun!
The YMCA of Great Grand Rapids utilizes a Membership By Design framework, which is a member involvement and community building model for YMCAs across the country. All staff members—front-line, management, full- and part-time—and volunteers have a role to play in member engagement. These responsibilities can be broken into six steps:
Enrollment : Staff and volunteers encourage potential members to enroll in programs and activities that meet their needs.
Satisfaction : Staff and volunteers ask members continually about their satisfaction with a program or activity, track responses, listen to suggestions, and respond promptly in a manner consistent with the values of caring, honesty, respect, and responsibility.
Relationship Building : Staff and volunteers are open, friendly, and approachable to all YMCA members and participants. Staff and volunteers initiate interaction with and between members.
Education and Conversion : Staff and volunteers know about and share their knowledge of the YMCA, its programs, its policies, its mission, its values, and how it benefits members and the community.
Volunteerism and Leadership : Staff and volunteers create opportunities for members to volunteer in their areas of interest, and they ask members to do so whenever appropriate.
Ownership : Staff and volunteers encourage members to “own” the YMCA, using words such as “we,” “us,” and “our association” (and actions that match those words) to include members as well as staff and volunteers.
POSITION SUMMARY:
The Member Engagement Director provides leadership and direction for all aspects of the member experience within the YMCA. The incumbent supervises all membership, wellness floor, LODs, and supporting group exercise team members ensuring that a quality experience is delivered across all areas within the Y and is responsible for budget development, program plans, program and membership development, and implementation, evaluation, and expansion of these areas. This position requires front facing member interactions via the Membership Desk and Health & Wellness floor.
This position requires flexible availability Monday-Sunday and may involve early morning, evening, and weekend responsibilities.
This position reports directly to the Branch Executive and will help support the day-to-day operations of all program areas.
ESSENTIAL FUNCTIONS:
Creates a member-focused culture and models relationship-building skills in all interactions. Implements membership strategies that support retention of existing members. Fosters a climate of innovation and resolves problems to ensure member satisfaction.
Supervises all front-facing staff within the membership and wellness floor staff. Also supports the association leadership in the delivery of quality programs in health and wellness. Schedules team members to fulfill department objectives and maintain high customer satisfaction while keeping within the budgeted guidelines. Manage bi-weekly payroll.
Works with Association leadership to ensure group exercise schedules meet attendance guidelines and satisfy member expectations.
Collaborate with Program Directors to support the member experience for acquiring program information along with creating a positive registration process.
Organizes membership events at the Y and represents the Y at community events to promote the Y.
Works with Association leadership to develop the annual membership budget. Sets annual new member sales and termination goals, with assistance from Operational leadership. Manages and implements the approved budget and takes appropriate action to correct variances.
Performs any other functions deemed to be necessary for the smooth and efficient operation of the YMCA of Greater Grand Rapids Association.
COMPENSATION
$20/hr - $24/hr ; Full Time; Non Exempt; 40 hours per week
BENEFITS
Free YMCA Family Membership and discounted program fees
Health/Dental/Vision Insurance
Paid Time Off, beginning at 3 weeks per year
9 Paid Holidays per year
10% retirement contribution upon eligibility, learn more here.
403(b) retirement savings account
The YMCA of Greater Grand Rapids is a qualifying employer for the Public Service Loan Forgiveness (PSLF) program. More information can be found here.
Paid Parental Leave
Discounted childcare
Long term disability, basic life insurance and other voluntary benefits
Ongoing training and development opportunities
Access to the Employee Assistance Program and resources for you and your family
Community Discounts, and more!
QUALIFICATIONS:
Bachelor's Degree (BA, BBA, BS) from four-year college or university; two to four years related experience in marketing, customer service, and/or sales; or equivalent combination of education, training, and experience required. Previous experience in health & wellness required. Prior supervisory experience required. Demonstrated ability to build and sustain positive working relationships at all levels and fundraise in the community. Must possess a strong working knowledge of Windows, Word, Excel, and PowerPoint. Position also requires exceptional critical thinking and decision making capabilities as well as excellent oral and written communication skills. Diplomacy, tact, and the ability to achieve results through the use of influence. Must be able to work with deadlines and manage interruptions and staff requests efficiently.
CERTIFICATES, LICENSES, REGISTRATION
Blood Borne Pathogen training
Cardiopulmonary Resuscitation (CPR) Certification required within the first 60 days
First Aid Certification required within the first 60 days
AED-Oxygen Certification required within the first 60 days
State of Michigan criminal background clearance (ICHAT)
YMCA LEADERSHIP COMPETENCIES:
Communication & Influence
Interprets messages and body language effectively.
Listens with the intent to understand the perspective of others by using appropriate communication methods, including open-ended questions.
Responds to the individual needs of the other person.
Engaging Community
Recognizes and articulates that the Y is a not-for-profit, charitable organization committed to serving the entire community.
Serves others by intentionally welcoming, connecting, and supporting them, and inviting them to get involved and give back to the community.
Critical Thinking & Decision Making
Recognizes own biases and suspends judgmental thinking.
Responds to challenges with possible solutions in a timely manner.
WORK ENVIRONMENT AND PHYSICAL DEMANDS:
The work environment and 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 the essential functions.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of members, board members, volunteers, and staff.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
Ability to apply concepts of basic algebra and geometry.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
TRAVEL:
0 - 5% of local travel within the state of Michigan; occasional out-of-state travel may be required for educational conferences or training.
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Guiding Principles describe our behaviors to support our organization’s work throughout its life in all circumstances, irrespective of changes in goals, strategies, and leadership. Our Guiding Principles are as follows: We
CULTIVATE -We grow staff and volunteer leaders who will be stewards of the Y mission, resources, and opportunities. We
OWN -We think long-term and act on behalf of the organization, beyond our own team. We
WELCOME -We are inclusive of all people and all communities. We
SERVE -We provide timely and excellent service to members, volunteers, community, and each other. We
LEARN -We are never done learning and always seek to improve. We are curious about new possibilities and act to explore them. We
UNITE -We work together to achieve big goals and speak as one voice. We
RESPECT -We treat others with kindness and speak positively about other people in all situations. We
PLAY -We celebrate, appreciate, and have fun!
The YMCA of Great Grand Rapids utilizes a Membership By Design framework, which is a member involvement and community building model for YMCAs across the country. All staff members—front-line, management, full- and part-time—and volunteers have a role to play in member engagement. These responsibilities can be broken into six steps:
Enrollment : Staff and volunteers encourage potential members to enroll in programs and activities that meet their needs.
Satisfaction : Staff and volunteers ask members continually about their satisfaction with a program or activity, track responses, listen to suggestions, and respond promptly in a manner consistent with the values of caring, honesty, respect, and responsibility.
Relationship Building : Staff and volunteers are open, friendly, and approachable to all YMCA members and participants. Staff and volunteers initiate interaction with and between members.
Education and Conversion : Staff and volunteers know about and share their knowledge of the YMCA, its programs, its policies, its mission, its values, and how it benefits members and the community.
Volunteerism and Leadership : Staff and volunteers create opportunities for members to volunteer in their areas of interest, and they ask members to do so whenever appropriate.
Ownership : Staff and volunteers encourage members to “own” the YMCA, using words such as “we,” “us,” and “our association” (and actions that match those words) to include members as well as staff and volunteers.
POSITION SUMMARY:
The Member Engagement Director provides leadership and direction for all aspects of the member experience within the YMCA. The incumbent supervises all membership, wellness floor, LODs, and supporting group exercise team members ensuring that a quality experience is delivered across all areas within the Y and is responsible for budget development, program plans, program and membership development, and implementation, evaluation, and expansion of these areas. This position requires front facing member interactions via the Membership Desk and Health & Wellness floor.
This position requires flexible availability Monday-Sunday and may involve early morning, evening, and weekend responsibilities.
This position reports directly to the Branch Executive and will help support the day-to-day operations of all program areas.
ESSENTIAL FUNCTIONS:
Creates a member-focused culture and models relationship-building skills in all interactions. Implements membership strategies that support retention of existing members. Fosters a climate of innovation and resolves problems to ensure member satisfaction.
Supervises all front-facing staff within the membership and wellness floor staff. Also supports the association leadership in the delivery of quality programs in health and wellness. Schedules team members to fulfill department objectives and maintain high customer satisfaction while keeping within the budgeted guidelines. Manage bi-weekly payroll.
Works with Association leadership to ensure group exercise schedules meet attendance guidelines and satisfy member expectations.
Collaborate with Program Directors to support the member experience for acquiring program information along with creating a positive registration process.
Organizes membership events at the Y and represents the Y at community events to promote the Y.
Works with Association leadership to develop the annual membership budget. Sets annual new member sales and termination goals, with assistance from Operational leadership. Manages and implements the approved budget and takes appropriate action to correct variances.
Performs any other functions deemed to be necessary for the smooth and efficient operation of the YMCA of Greater Grand Rapids Association.
COMPENSATION
$20/hr - $24/hr ; Full Time; Non Exempt; 40 hours per week
BENEFITS
Free YMCA Family Membership and discounted program fees
Health/Dental/Vision Insurance
Paid Time Off, beginning at 3 weeks per year
9 Paid Holidays per year
10% retirement contribution upon eligibility, learn more here.
403(b) retirement savings account
The YMCA of Greater Grand Rapids is a qualifying employer for the Public Service Loan Forgiveness (PSLF) program. More information can be found here.
Paid Parental Leave
Discounted childcare
Long term disability, basic life insurance and other voluntary benefits
Ongoing training and development opportunities
Access to the Employee Assistance Program and resources for you and your family
Community Discounts, and more!
QUALIFICATIONS:
Bachelor's Degree (BA, BBA, BS) from four-year college or university; two to four years related experience in marketing, customer service, and/or sales; or equivalent combination of education, training, and experience required. Previous experience in health & wellness required. Prior supervisory experience required. Demonstrated ability to build and sustain positive working relationships at all levels and fundraise in the community. Must possess a strong working knowledge of Windows, Word, Excel, and PowerPoint. Position also requires exceptional critical thinking and decision making capabilities as well as excellent oral and written communication skills. Diplomacy, tact, and the ability to achieve results through the use of influence. Must be able to work with deadlines and manage interruptions and staff requests efficiently.
CERTIFICATES, LICENSES, REGISTRATION
Blood Borne Pathogen training
Cardiopulmonary Resuscitation (CPR) Certification required within the first 60 days
First Aid Certification required within the first 60 days
AED-Oxygen Certification required within the first 60 days
State of Michigan criminal background clearance (ICHAT)
YMCA LEADERSHIP COMPETENCIES:
Communication & Influence
Interprets messages and body language effectively.
Listens with the intent to understand the perspective of others by using appropriate communication methods, including open-ended questions.
Responds to the individual needs of the other person.
Engaging Community
Recognizes and articulates that the Y is a not-for-profit, charitable organization committed to serving the entire community.
Serves others by intentionally welcoming, connecting, and supporting them, and inviting them to get involved and give back to the community.
Critical Thinking & Decision Making
Recognizes own biases and suspends judgmental thinking.
Responds to challenges with possible solutions in a timely manner.
WORK ENVIRONMENT AND PHYSICAL DEMANDS:
The work environment and 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 the essential functions.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of members, board members, volunteers, and staff.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
Ability to apply concepts of basic algebra and geometry.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
TRAVEL:
0 - 5% of local travel within the state of Michigan; occasional out-of-state travel may be required for educational conferences or training.
#J-18808-Ljbffr