About the Role
Under the direction of the Associate Executive Director, and in accordance with the policies of the YMCA of Greater Boston, the Membership Sales and Services Director is responsible for membership sales and service at the North Suburban YMCA. This individual handles all facets of membership including inquiries, training, prospecting, retention, and establishes and leads a culture of excellent member service throughout the Y.
Key Responsibilities
- Hire, on-board, train, supervise, and evaluate membership representatives
- Meet and exceed monthly and annual membership prospecting and sales goals
- Adhere to systems that ensure consistent prospect, new member tracking and follow-up
- Manage prospects through: leads, tours, walk-ins, phone inquiries, referrals, guest passes, terminations, and prospects from campaigns
- Demonstrate consistent excellence in sales and new member materials, presentations, closing techniques, telephone and in-person service, and prospective member engagement
- Be proficient in our member management system, YMCA app, and other technology supporting the members
- Ensure all new members are informed of Intro to Personal Training appointments, schedule as needed
- Follow and address as needed Net Promotor Score (NPS) member feedback, then act accordingly for follow-up
- Work with program directors to enhance registration and welcoming processes that meet the needs of members
- Assist in the planning and execution of special events and services such as Healthy Kids Day, 5K Road Race, health fairs, open houses, membership drives
- Role model strong fiscal stewardship by developing and managing the Membership Budget
- Be open and willing to work a shift where there is no coverage, including opening, closing and weekend shifts
- Utilizing Listen First skills, engage in active listening with members in order to build relationships, understand individual’s goals and interests and take the initiative to assist in the achievement of those goals
- Participate in staff meetings, and professional training as appropriate
- Maintain a professional image and manner consistent with the YMCA mission and goals
Skills, Knowledge & Expertise
Required Training/ Certifications:
- Child Abuse Prevention (or within 30 days of employment)
- All YGB mandatory trainings (within 30 days of employment)
- Oxygen Administration, First Aid, CPR/AED for the Professional Rescuer
- Others to be determined
Education/Experience:
- Bachelor’s degree required
- At least three – five years’ experience in sales/marketing, hospitality and/or the Health and Wellness field member services
- Proven ability to establish and maintain favorable relationships required
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