Assistant Director of Membership

About the role

The YMCA is seeking a highly motivated and enthusiastic Assistant Director of Membership to assist in leading and inspiring our front desk and membership team. This is a customer-facing role where your energy, positivity, and commitment to service will directly impact the member experience and our welcoming YMCA environment.

Responsibilities

• Implements membership strategies that support recruitment of new members and retention of existing members.
• Create a member-focused culture and models relationship-building skills (including Listen First) in all interactions.
• Foster a climate of innovation and resolve problems to ensure member satisfaction.
• Assists the director to recruit, hire, train, develop, schedule and direct Welcome Center personnel and volunteers as needed.
• Aids in reviews and evaluations of staff performance.
• Develops strategies to motivate staff and achieve goals.
• Promote program and membership enrollment in interactions with existing and potential members.
• Coordinate program registration, including logistics to support phone, walk-in and web registration.
• Coordinate with marketing efforts to maximize enrollments and provide ongoing support to Program Directors on related issues.
• Maintain staff scheduling for Member Service Representatives.
• Backup for front desk staff.
• Actively supports the organization’s DEIB commitments by modeling equity, diversity, inclusion, and belonging in daily work.
• Recommend and help implement strategies and initiatives that advance the organization’s diversity goals.
• Update and maintain a Customer Service Operational Training Manual.
• Train on specific job functions (telephone etiquette, meeting and greeting members and others whom visit the West Suburban YMCA).
• Train on the history of the West Suburban YMCA and the facility.
• Keep the customer service area adequately supplied with informational materials, schedules and forms.
• (Order supplies as needed)
• Clearly communicate with the customer service and member services staff regarding daily events, policy changes, promotions and other issues concerning the staff.
• Ensures proper implementation of Welcome Center procedures.
• Reviews and updates desk procedures and communicates changes to staff.
• Coordinates with the business office as necessary on financial transactions.
• Participates in staff meetings and/or related meetings.
• Motivate and energize the Membership Staff to be Cause-driven Leaders.
• Lead by example.
• Organize trainings including but not limited to sales, customer service, Listen First and Cause-Driven Leader.
• Provide tours of the facility highlighting all areas of interest.
• Develop a script for new employees to learn that highlights the Y's programming and mission.
• Help Membership Staff understand the YMCA's mission and cause.
• Model and teach cause-driven leadership characteristics for the Welcome Center to possess the level of customer service that is critical to the success of the WSYMCA.
• Aid in mentoring and training any volunteers or interns in the membership department.
• Must be flexible and adaptable. Weekly schedule includes one weekend day and some evening or early morning hours. Opening and Closing responsibilities included. May assist in approving timecards payroll.
• Help organize monthly membership events at the YMCA and in the community (Member Appreciation, Open Houses, staffing tables at community events, etc.) and coordinate registration, staffing and promotional items for community festivals/events and represent the YMCA at these events.
• Assist with, regularly run membership reports including reciprocity reports, to ensure that trends are being noted and our numbers are accurately documented.

Qualifications

• High school diploma or equivalent required; additional college coursework and/or experience in membership, customer service, sales, or community engagement preferred.
• One to two years of supervisory experience in customer service preferred.
• Excellent personal computer skills and experience with standard business software.
• Commitment to support and further our equity-centered work as an organization.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Able to analyze information, identify problems and trends, and solve complex problems.
• Strong time-management skills.
• Strong organizational and project management skills, with the ability to manage multiple priorities and deadlines.
• Dynamic personality with a skill-set that is able to educate and motivate the Welcome Center Staff to be passionate about their job and the WSYMCA.
• Reliable, visible, consistent and professional.
• Y USA Team Leader Certificate preferred.

Physical Demands

• Ability to remain in a stationary position (sitting or standing) for extended periods during meetings, administrative work, and events.
• Frequent use of a computer, including typing, viewing screens, and using standard office equipment.
• Communicate effectively with members, staff, and the public, both in person and via phone or virtual platforms.
• Occasional movement throughout the facility to attend meetings, support staff, and engage with members.
• Occasional evening or weekend work for events or membership activities.
• Ability to lift and carry materials up to approximately 15–25 pounds (e.g., event supplies, promotional materials).
• Ability to set up and break down for events, which may include arranging tables, displays, and materials.

Benefits

• Paid vacation & holidays
• Group health with vision & drug prescription, dental & life insurance
• Paid retirement once vested
• YMCA membership
• Access to child care services
• Tuition reimbursement and professional development opportunities

West Suburban YMCA

• Charitable organization that welcomes all by creating a community that hires individuals of any age, race, gender, religion, heritage, economic circumstance, or physical ability.
• Focuses on youth development, healthy living and social responsibility to ensure all children, adults and families are healthy, confident and connected.

Abuse Risk Management

• Follow employee/volunteer screening requirements and use screening instruments to screen for abuse risk.
• Provide employee/volunteer with on-going supervision and training related to abuse risk.
• Provide employee/volunteer with regular feedback regarding their boundaries with youth.
• Require employee/volunteer to adhere to policies and procedures related to abuse risk.
• Respond quickly to policy and procedure violations using the organization’s progressive disciplinary procedures.
• Respond seriously and confidentially to reports of suspicious and inappropriate behaviors.
• Follow mandated reporting requirements.
• Communicate to all employees/volunteers the organization’s commitment to protect youth from abuse.
• Report essential abuse risk management information appropriately and timely so it can be escalated as necessary.