Job description

We are a diverse community joined together by a shared commitment to nurture the potential of kids, promote healthy living and foster social responsibility.

With more than 60,000 members across Chester County, our programs and facilities are always based on the unique needs and interests of the communities we serve. In addition, our volunteers, staff, members and donors are all united by a deep commitment to continually strengthen Chester County.

Position Title: Director of Membership Operations - Hybrid
Branch: Association Office
Location: 1 East Chestnut Street West Chester
Shift/ Availability: Full Time Exempt Hybrid

POSITION SUMMARY:
The Senior Director of Membership Operations supports membership sales, service and retention efforts for the YGBW Association. The Senior Director designs, develops and implements processes that streamline the management of membership and customer accounts for all seven YGBW branch locations. The Director also oversees the Member Engagement Center, a staffed support center, in implementing and managing these processes on a daily basis, ensuring outstanding service to YGBW members, prospects and participants.
OUR CULTURE: 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.

ESSENTIAL FUNCTIONS:

• Centralizes and manages membership processes for seven YGBW branches that support membership/customer base, as well as membership staff team. Documents requirements (diagrams, flowcharts, staff instructions), designs processes, and builds necessary technological infrastructure in organizational CRM system in partnership with marketing team.
• Oversees hiring, management, and supervision of Member Engagement Center (MEC) Team, a centralized membership services support team, that communicates directly with members and customers, and supports their success. Establishes and supervises customer service procedures.
• Drafts member/customer service communications, and partners with marketing team to ensure alignment and a consistent and cohesive customer/member experience.
• Manages service feedback surveys and regularly reports on activities of MEC, identifying and implementing opportunities for improvement whenever possible.
• Provides regular training and support for membership and executive level staff on centralized processes and services to ensure consistent and successful operation.
• Manages YGBW Knowledge Base, an online resource center for members, identifying and adding articles and resources as needed.
• Always looking for way to improve processes, discover issues and deliver better value to our members/customers
• Supports and often lead membership initiatives such as new member onboarding and member retention projects.
• Other duties as assigned by supervisor.

QUALIFICATIONS:

• 3-5+ years of experience in customer/member service and/or operational process development/optimization
• Exemplary leadership and management abilities with a natural talent to influence others and gain buy-in. Strong desire and ability to partner with staff, members and customers in building positive and supportive relationships.
• Ability to empathize/understand pain points of staff, members, and customers and develop processes/procedures to address pain points, meet organizational needs, and exceed member/customer expectations.
• Ability to think outside the box and apply a fresh, innovative approach to established processes that drive efficiency and customer/member satisfaction.
• Advanced computer knowledge. Experience with a CRM system preferred or a strong desire/aptitude to leverage a CRM system in driving organizational efficiency.
• Excellent written and verbal communication skills required.
• Demonstrated maturity and ability to work both independently and collaboratively.
• HS diploma/GED required, bachelor’s degree preferred.
• Obtain and maintain all new hire certifications and trainings within 90 days of hire

EQUAL OPPORTUNITY - The YMCA of the Greater Brandywine considers candidates for all positions on the basis of qualifications and without regard to race, color, religion, gender, gender identity, gender expression, national origin, genetic information, age, physical or mental disability, sexual orientation, marital status, or status as a Vietnam-era or special disabled veteran or other protected classification and in accordance with applicable federal, state & local laws.

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