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POSITION SUMMARY: Under the supervision of the Associate Executive Director, the Member Engagement Director will supervise and manage the Welcome Center, Family Programs, Kid-zone and information/financial services related to membership and program registration for the Hope Valley Farms YMCA. They will work to strengthen relationships among members through family activities, coaching and creative programs that align with the YMCA of the Triangle. They are responsible for managing those functions in accordance with the stated mission, goals, and policies established by the administrative staff, governing committees, and the Board of Directors of the YMCA. ESSENTIAL FUNCTIONS: Models relationship-building skills in all interactions. Develops and maintains collaborative relationships with community organizations. Builds positive relationships with members by serving needs and concerns and taking the initiative to provide excellent customer service. Provides leadership, development, vision setting, and continual quality improvement of day-to-day and ongoing operations of the Membership Engagement Staff (MES) and Welcome Desk staff to ensure all members are greeted warmly and supported effectively during their visit. This includes regular evaluation of environment, Y voice, and member engagement. Understands all program offerings, pricing, business policies and procedures, and registration methods necessary to complete a customer transaction in the Association database. Identifies, evaluates, and assists in the implementation of process improvements and changes. Supervises all member and program participant reception, information service, program registration, and takes the initiative to provide excellent customer service. Coordinates with branch leadership team to oversee the implementation of membership processes, including retention and sales goals and responds to member feedback. Conducts regular facility checks and coordinates with the operations team on facility cleanliness, maintenance and overall branch appearance. Promotes and delivers high-quality family programs serving members and program participants with an intentional focus on families, relationships and engagement Actively accountable for Kid Zone care that includes all aspects of Kids Zone programs; program quality, budget development/management, staffing, publishing pertinent information, an explanation of programs offered and is actively updated with the member’s best interest in mind. Developing this schedule includes tracking class attendance, making changes based on need and keeping consistent/quality information on web and app. Serves on Branch and Association teams as needed that support the work and mission of the Durham Y, including membership and/or family program teams. Develops innovative programming to address identified needs in our Y and community to enhance our current offerings. Staffs and implements these programs and collects and reviews data to determine impact and sustainability. Regularly conducts scheduled audits of programs to ensure programs are being led within YMCA guidelines and to provide excellent feedback to staff for their growth. Recruits, hires and supervises membership and kid-zone staff. Plans and leads delivery of monthly staff meetings. Manages staffing requirements generating monthly staff schedules and replacement of staff in emergency situations. Personally, provides direct service as needed. Serves on the Personify Core team by working with the Association Resource Center to maintain expertise in our membership software, staying up to date with Personify process changes, and effectively communicating those changes to the appropriate staff. Assists with the YMCA Annual Campaign through development of staff team, recruiting volunteers and meeting annual fundraising goals as assigned. Performs other duties and responsibilities as assigned by supervisor. QUALIFICATIONS: Bachelor’s degree in related field preferred and/or 1-2 years of related experience. Experienced in and passionate about creating and fostering communities and relationship building through programs. Demonstrated experience in program and personnel development. Ability to effectively manage staff, programs, and department schedules. Oral, public speaking and written communication skills. Requires a positive attitude, high level of initiative and professionalism, and enjoy working in and creating a strong team environment. Demonstrate initiative, effectively prioritize, and possess strong organizational skills. Ability to relate effectively to diverse groups of people from all social and economic segments of the community. Multi-lingual desired but not required. 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. While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device. The employee frequently is required to sit and reach and must be able to move around the work environment. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust. The noise level in the work environment is usually moderate. Must obtain upon hire certifications in Basic Life Support, Basic First Aid, Emergency Oxygen and Emergency Medication Administration Training. All certifications must stay current while employed with the YMCA. Some weekend and evening and early morning hours required. Must be able to provide valid identification for employment eligibility verification. Must possess a valid driver’s license and have access to reliable transportation. A clean driving record is required to meet YMCA insurance standards. Travel between branch locations or to off-site meetings and events may be required.

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