The Membership Sales & Service Director is responsible for leading membership growth including marketing and lead generation, prospect management, conversion to membership, and in cooperation with the Healthy Living Director, membership retention. The Membership Sales & Service Director will empower others by sharing insights and modeling behavior, specifically as it relates to creating a warm and welcoming atmosphere, providing excellent customer service, identifying and actively problem-solving to overcome objections/obstacles to joining and ensuring seamless new member on-boarding. The Membership Sales & Service Director will set, monitor and work to exceed sales goals, coach team members accordingly, holding them accountable and strategically manage the acquisition and retention/engagement promotional budget to a positive ROI. Other key functions include grass roots marketing, promotional event planning and execution, staff development/training, annual campaign support, budget development and fiscal management.

MINIMUM QUALIFICATIONS

EDUCATION: High school diploma or equivalent required; 4-year degree preferred

SPECIALIZED SKILLS: Strong character values; written & verbal communication skills; basic computer skills and working knowledge of M/S Office, including Excel and PowerPoint; trained in Listen First, preferred;

RELATED EXPERIENCE: 2-5 years marketing and sales experience; 1-2 years of supervisory experience

WORK ENVIRONMENT/MINIMUM PHYSICAL REQUIREMENTS

You must have the physical, visual, and auditory ability to perform the essential functions of the job with or without reasonable accommodations.

ESSENTIAL FUNCTIONS

COMMUNITY OUTREACH AND MEMBERSHIP MARKETING

1. Develop strategies to drive potential members through marketing initiatives including: social media, word of mouth, referrals, acquisition events, grass roots efforts, etc.

2. Manage all membership promotional campaigns, events and initiatives; include contact data collection for prospects; follow up for promotional activities; support program initiatives, etc.

3. Measure the effectiveness of all promotional activities to acquire or retain members; evaluate the use of resources (staffing costs, marketing expenses, discounting/programming costs, etc.) to ensure positive ROI for all membership promotions, including campaigns, events and initiatives; adjust promotional strategies based on successes and learnings to maximize membership growth.

MEMBERSHIP SALES MANAGEMENT

4. Obtain sales leads via walk-ins, telephone inquiries and membership marketing efforts

5. Conduct all phone and in-person prospective member interviews (during hours worked), and provide welcoming and thorough tours; Close all interviews/tours with an invitation to join the YMCA.

6. Follow up with all prospects in an effort to convert prospects to membership; meet or exceed monthly prospecting goals.

JOB DESCRIPTION

Membership Sales & Service Director, Rev 2015 pg. 2

7. Respond to inquiries by providing accurate and thorough information at all times while on the phone or conducting an interview; understand and be able to discuss and promote all YMCA programs.

8. Meet or exceed individual monthly sales goals.

9. Manage reporting and analysis as it relates to new member growth, including data management and report analysis (e.g. weekly tour/pass reports and conversion rates, Percent of new member/prospect records with email/phone, etc.).

10. Intervene in all membership cancellations and conduct all associated exit interviews; strive to save relationships.

a. Track issues to look for patterns in cancellation issues; actively work to resolve recurring issues.

MEMBERSHIP ENGAGEMENT AND RENTENTION

Create a welcoming environment through the management of Welcome Center staff; In addition to modeling outstanding customer service to members, guests, and program participants, ensure your team has the skills, knowledge and tools to:

a. Respond to inquiries by providing accurate and thorough information at all times while on the phone or conducting a tour.

b. React promptly and courteously to all member complaints, compliments and inquiries while following the appropriate procedures at all times.

12. Track and monitor data quality; ensure all membership and program enrollments are accurately processed and all member information is current, including phone number and email address.

13. Ensure daily cash handling procedures are followed when processing payments and end of day reconciliation.

14. Comply with and enforce Code of Conduct, Dress Code, Cell Phone, AWAY, Member Guest and Guest Pass procedures, positively interpret these procedures to members.

STAFF ENGAGEMENT AND DEVELOPMENT

15. Recruit and hire staff using screening tools and panel interviews to gain the best possible fit with each opening.

16. Provide direct supervision to staff, assuring that all staff are qualified, certified and meeting or exceeding the minimum performance standard for their position.

17. Set sales and customer service goals for team members according to their position. Regularly review progress, celebrate successes and coach where there are opportunities for improvement.

18. Provide training for staff and volunteers on an ongoing basis through staff meetings, special courses and workshops.

19. Regularly provide staff updates on branch goals and corresponding metrics that support goals, including but not limited

YMCA LEADERSHIP COMPETENCIES

The Y’s Leadership Competency Model is comprised of 18 leadership competencies (leadership knowledge, skills, and behaviors required for success in the Y), organized by the four disciplines of cause-driven leadership:

Mission Advancement: advancing the Y’s promise to strengthen community

Competencies include: Values, Community, Volunteerism, Philanthropy

Collaboration: working with, understanding and developing others

Competencies Include: Inclusion, Relationships, Influence, Communication, Developing Others

Operational Effectiveness: ensuring relevance, effectiveness, and sustainability

Competencies include: Decision Making, Innovation, Project Management, Finance, Quality Results

Personal Growth: developing continually to adapt to new challenges

Competencies include: Self Development, Change Capacity, Emotional Maturity, Functional Expertise

While all competencies are significant the following are critical to success in this position:

Community

Influence

Communication

Project Management

Quality Results

 QUALIFICATIONS:

1. Current job-specific certifications, Reformer Certified
2. Two years related experience preferred.
3. Physical ability to lead and interact in fitness activities and perform related physical fitness skills.
4. Certification requirements include, within 30 days of hire, CPR/AED and First Aid; Child Abuse Prevention (for Youth and Family Fitness programs).

PHYSICAL DEMANDS:

Sufficient strength, agility and mobility to perform essential functions and to supervise program activities; ability to tolerate moderate to high noise levels; verbal, visual and auditory ability to act swiftly in an emergency situation.

ESSENTIAL FUNCTIONS:

1. Arrives at work consistently on time, in proper uniform, and prepared to perform the essential functions of your job.
2. Learns members' names and unique individual goals each shift.
3. Effectively plan, organize and present class curriculum for optimal skill development.
4. Adheres to the substitution policy: instructors are responsible for finding their own substitutes for any planned time off, ensuring that shifts are covered, and informing the Director of substitutions.
5. Maintains a neat and orderly environment by ensuring equipment is returned to its proper location after use.
6. Maintains awareness of changes in schedules, staffing, procedures and environment that can affect a member's YMCA experience, and leads members through the changes in an informative, supportive manner.
7. Models consistently the Y's values of caring, respect, responsibility and citizenship, thereby encouraging and supporting the development of these values within our members.

QUALIFICATIONS:

1.    Current certification in Personal Training from an approved organization, i.e. ACE, AFFA, etc.

2.    Thorough knowledge of strength and cardiovascular equipment and their appropriate use.

3.    Ability to assess individual fitness and effectively build a customized fitness program.

4.    Physical ability to lead and interact in fitness activities and perform related physical fitness skills.

5.    Certification requirements include, within 30 days of hire, CPR/AED and First Aid; Child Abuse Prevention (for Youth and Family Fitness programs).

ESSENTIAL FUNCTIONS:

1.    Arrives at work consistently on time, in proper uniform, and prepared to perform the essential functions of your job.

2.    Learns members’ names and unique individual goals each shift.

3.    Effectively plans, organizes and presents individualized fitness program for optimal skill development.

4.    Educates members on proper exercise form and appropriate use of equipment, providing appropriate intervention and communication when necessary.

5.    Provides members with “spotting” support when safe and appropriate.

6.    Maintains a neat and orderly environment by ensuring equipment is returned to its proper location after use.

7.    Maintains awareness of changes in schedules, staffing, procedures and environment that can affect a member’s YMCA experience, and leads members through the changes in an informative, supportive manner.

8.    Models consistently the Y’s values of caring, respect, responsibility and citizenship, thereby encouraging and supporting the development of these values within our members.

9.    Attends all staff meetings and in-service trainings.

 SAFETY & RISK MANAGEMENT:

• Adheres to all safety policies, rules and standard operating procedures established by the YMCA.
• Inspects, corrects and maintains the work station/environment to ensure it is free from hazards or unsafe conditions.
• Reports all injuries and accidents, no matter how minor, immediately to the appropriate supervisor.
• Immediately reports all observed unsafe acts and conditions to the supervisor.
• Always reports to work in an acceptable condition, not under the influence of any substance that could inhibit the ability to work safety or efficiently.

job description

Job Title: Afterschool Counselor                                  Leadership Level: Counselor

Reports to: Youth and Family Director                          

POSITION SUMMARY: Help lead a group of elementary aged in meaningful, safe activities that allow for personal growth and provide for the best possible experience. This position is focused on nurturing the potential of youth using a variety of tools including the Y voice and core values. Implement activities that align with the Developmental Assets. Responsible for implementing all aspects of program activities with the assigned class.

ESSENTIAL FUNCTIONS:

·         Under the direction of the Youth and Family Director Staff will coordinate and implement both structured and unstructured programming to engage 5-12-year-old youths and provide opportunities for youth/teens to succeed, develop leadership skills, and foster healthy growth. 

·         Provide opportunities for youth/teens to develop & strengthen academic, physical, and social skills.

·         Connect youth with caring adults, consciously engage non-engaged program participants and be impactful leaders to our youth.

·         Oversee and support students with homework assistance and provide academic and enrichment/recreational activities to clusters of 15-20 children.

·         Attend staff meetings and training as scheduled and required. Support Leaders/Directors in implementation of meetings and training.

·         Adheres to YMCA program standards regarding safety and risk management.

·         Act as representative of the YMCA of the Glendale at all times. Conveys information on programs and schedules and refers members to other programs as appropriate. Articulate the mission, cause and rally cry of the YMCA of the Glendale.

·         Record and maintain daily attendance and other documentation as required in a timely manner.

·         Ensure that classroom and program spaces are clean, organized and safe.

·         Follows YMCA policies and procedures, including those related to medical and disciplinary situations, child abuse prevention, emergencies, dress guidelines and cleanliness standards.

·         Other duties as assigned.

SAFETY & RISK MANAGEMENT:

• Adheres to all safety policies, rules and standard operating procedures established by the YMCA.
• Inspects, corrects and maintains the work station/environment to ensure it is free from hazards or unsafe conditions.
• Reports all injuries and accidents, no matter how minor, immediately to the appropriate supervisor.
• Immediately reports all observed unsafe acts and conditions to the supervisor.
• Always reports to work in an acceptable condition, not under the influence of any substance that could inhibit the ability to work safety or efficiently.

  YOUTH PROTECTION STATEMENT: The YMCA of Glendale is committed to the development, health and well-being of children and youth in our care. Any form of physical, mental, emotional or sexual abuse will not be tolerated. We have instituted policies, procedures, training and supervision requirements to create an organizational culture focused on the protection of all children and youth involved in YMCA programs and activities. For more information about our Child Abuse Prevention Policy please contact your Program Director.

 QUALIFICATIONS:

1. High school graduate or equivalent; one year or more of college preferred.

2. Previous experience working with children preferably in an afterschool or day camp setting

3. Experience preferred in one or more of the following areas: homework help, arts & crafts, sports, recreational games, etc…

4. At least 18 years of age (The age minimum may be higher depending on state law and YMCA policies.)

5. CPR, First Aid, AED certifications and Child Abuse Prevention training within 30 days of hire date.

6. Previous experience with diverse populations preferred.

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 the essential functions.

• Ability to plan, lead and participate in a range of activities in a variety of outdoor/indoor settings.

Job Title: Fitness Instructor: Gymnastics Leadership Level: Leader

Reports to: Gymnastics Coordinator

POSITION SUMMARY: The Gymnastics Instructor provides instruction in gymnastics skills using age-appropriate techniques and drills. The Gymnastics Instructor will lead warm-ups for each class and instruct on basic techniques for progressive level gymnastic classes. The position is responsible for ensuring safety and providing enjoyable environment for the students at all times. Program nurtures the development of children by providing a safe place to learn foundational skills, develop healthy, trusting relationships, and build self-reliance through the Y's values of caring, respect, responsibility and citizenship.

QUALIFICATIONS:

1. Current job-specific certifications.
2. Five years gymnastics experience with at least one year experience teaching gymnastics.
3. Physical ability to lead and interact in fitness activities and perform related physical fitness skills.
4. Certification requirements include, within 30 days of hire, CPR/AED and First Aid; Child Abuse Prevention (for Youth and Family Fitness programs).
5. Ability to communicate and interact well with others required and must enjoy working with children.
6. Ability to adequately observe participant activities, enforce safety regulations and apply appropriate policies and procedures.
7. Must be personable, decisive and willing to be a leader.
8. Physical ability to lift children.
9. Ability to work independently, be organized and quality oriented.
10. Visual and auditory ability to respond to critical incidents and the physical ability to act swiftly in an emergency situation.
11. They physical ability to lead and interact in group activities and perform related physical skills.

ESSENTIAL FUNCTIONS:

1. Arrives at work consistently on time, in proper uniform, and prepared to perform the essential functions of your job.
2. Effectively plans, organizes and presents class curriculum for optimal skill development.
3. Learns members' names and unique individual goals each shift.
4. Adheres to the substitution policy: instructors are responsible for finding their own substitutes for any planned time off, ensuring that shifts are covered, and informing the Director of substitutions.
5. Records daily attendance of all students and keeps rosters organized.
6. Maintains a neat and orderly environment by ensuring equipment is returned to its proper location after use.
7. Maintains awareness of changes in schedules, staffing, procedures and environment that can affect a member's YMCA experience, and leads members through the changes in an informative, supportive manner.
8. Attends all staff meetings and in-service trainings.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

Sufficient strength, agility and mobility to perform essential functions and to supervise program activities; ability to tolerate moderate to high noise levels; verbal, visual and auditory ability to act swiftly in an emergency situation; and ability to lift up to 50 pounds.

 QUALIFICATIONS:

1. Current job-specific certifications, i.e., Pilates, yoga, TRX, Zumba, ACE, AFAA, etc.
2. Two years related experience preferred.
3. Physical ability to lead and interact in fitness activities and perform related physical fitness skills.
4. Certification requirements include, within 30 days of hire, CPR/AED and First Aid; Child Abuse Prevention (for Youth and Family Fitness programs).

PHYSICAL DEMANDS:

Sufficient strength, agility and mobility to perform essential functions and to supervise program activities; ability to tolerate moderate to high noise levels; verbal, visual and auditory ability to act swiftly in an emergency situation.

ESSENTIAL FUNCTIONS:

1. Arrives at work consistently on time, in proper uniform, and prepared to perform the essential functions of your job.
2. Learns members' names and unique individual goals each shift.
3. Effectively plan, organize and present class curriculum for optimal skill development.
4. Adheres to the substitution policy: instructors are responsible for finding their own substitutes for any planned time off, ensuring that shifts are covered, and informing the Director of substitutions.
5. Maintains a neat and orderly environment by ensuring equipment is returned to its proper location after use.
6. Maintains awareness of changes in schedules, staffing, procedures and environment that can affect a member's YMCA experience, and leads members through the changes in an informative, supportive manner.
7. Models consistently the Y's values of caring, respect, responsibility and citizenship, thereby encouraging and supporting the development of these values within our members.