POSITION SUMMARY:

The Downtown Oakland YMCA is seeking a Senior Director of Membership to join a high-performing leadership team at the heart of one of Oakland's most vital community institutions. This role is built for someone who believes that a thriving membership is the engine of community impact - and who brings the energy, creativity, and leadership to make it happen. You'll shape a membership culture, develop a team that grows under your guidance, and help drive the branch's continued membership growth. We're looking for an experienced leader in membership, hospitality, fitness, or customer-focused industries with a track record in membership development, strategic leadership, and staff supervision - ready to bring that experience to bear serving one of Oakland's most vibrant and diverse communities.

ESSENTIAL FUNCTIONS:

1. Be an advocate and key leader for exceptional customer service and communication in the branch.
2. Recruit, hire, train, develop, motivate, schedule and direct staff and volunteers as needed. Monitor and evaluate staff performance.
3. Manage front desk operations ensuring efficient adminisrative processes while employing a continuous improvement process for the front desk procedures.
4. Support new membership sales by conducting tours for potential new members.
5. Establish partnerships in the community and work with the Marketing Department to provide effective marketing and outreach to acquire new members.
6. Support and implement member engagement events and promotional activities.
7. Prepare and manage the membership budget to ensure goals are achieved.
8. May be responsible for member communication activities which may include branch newsletter and branch site as determined by branch leadership.
9. Effectively resolve member questions and complaints.
10. Assist in YMCA fund raising activities and special events.
11. Serve as a member of the branch leadership team.
12. Special projects and other duties as assigned.

MEASURE OF EFFECTIVENESS

This position has a primary impact on the YMCA's ability to provide a high quality membership program. Therefore, the effectiveness of the fulfillment of this position should be measured by:

1. Membership systems, including CRM, sales processes, and payment collection, will be managed accurately and in accordance with established policies and procedures.
2. Membership center is growing and in a dynamic state of evolution and improvement to meet the foremost health, wellness and community needs;
3. Staff and volunteers will be recruited/hired, supervised, developed and evaluated;
4. Members will be retained with a high level of satisfaction;
5. Communications related to membership will be accurate and timely;
6. Relationships will be developed with collaborating community partners.

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:

• Sufficient strength, agility and mobility to perform essential functions of position and to supervise program activities

QUALIFICATIONS:

• Bachelor's degree in related field or equivalent
• Five years sales or customer service experience
• Two years supervisory experience
• Must be self-directed, highly motivated and creative
• Excellent customer service, problem solving, interpersonal and organizational skills
• Completion of YMCA program-specific and trainer certifications must be accomplished within 60 days of hire
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community
• Proficiency in Microsoft Word, Outlook and other computer programs necessary to perform the duties of the job