Membership Director
Position: Membership Director
Status: Full-time (40 hours per week), Exempt
Supervisor: Chief Operating Officer
Supervises: Welcome Desk Receptionists
Position Summary
The Membership Director is responsible for maintaining and growing a quality membership base for the Springfield JCC. This position develops sales plans, promotions, and membership targets, as well as manages the day-to-day activities of member recruitment and retention. The Membership Director demonstrates excellence in character and customer service, and helps build strong community relationships that align with the mission of the Springfield JCC. Include cover letter with resume for immediate consideration.
Essential Duties and Responsibilities
Membership Strategy
Develop and implement strategic approaches to new membership recruitment, retention, and and outreach to ensure they are unique and/or competitive
Work collaboratively with departments (e.g., Wellness and Recreation, Youth and Family) to maximize member engagement through well-coordinated programs and services
Design, develop, and deliver membership initiatives to attract new members, mitigate attrition, and inspire previous users to engage with the Springfield JCC
Create surveys and other feedback mechanisms to better determine how the JCC can meet community needs and expand interest in our member services and programs
Keep abreast of industry trends to identify new markets and growth opportunities
Review and suggest updates to existing membership policies, as needed
Community Outreach
Develop and expand relationships with organizations in the Jewish and greater community that will enhance the visibility of JCC membership, programs, and services
Build relationships with other JCCs to share best practices and create new opportunities for collaboration
Represent the agency at various community meetings and events to promote our mission and key programming
Build rapport with new community partners and foster deeper relationships with current partners
Member Services Management
Handle phone/email solicitation, provide facility tours, and follow up on prospective members
Manage the registration process of new members and maintain all membership records and files in proper order
Utilize the JCC’s membership management software to ensure membership data integrity and optimize the user experience
Work with program staff to develop and implement regular membership appreciation programs and events
Develop various membership materials, including applications, welcome kits, banners, certificates, and other collateral, in collaboration with Marketing staff
Track progress of member recruitment and retention; produce monthly statistical data for executive team (e.g., guest visits, reactivations, membership sales conversion ratios, etc.)
Ensure accurate financial tracking of renewals and cancellations, and provide timely outreach to members regarding delinquent accounts
Work with COO to coordinate financial assistance process for new and current members
Respectfully communicate and enforce rules with members; address member complaints and issues in a timely and professional manner
Oversee the JCC’s membership incentive programs, including SilverSneakers and Renew Active
Attend all scheduled meetings and trainings, as required
Welcome Desk Supervision
Supervise the Welcome Desk receptionists, including staff onboarding, ongoing learning opportunities, and regular evaluative practices
Manage the Welcome Desk scheduling to ensure consistent coverage during the JCC's hours of operations and arrange for substitute coverage, as needed
Implement Welcome Desk processes and protocols to enhance the member experience and ensure professional, efficient operations
Maintain the Welcome Desk Google calendar to ensure that staff shifts are reflected clearly and accurately
Keep the Welcome Desk staff apprised of key programs, events, holiday closings, etc.
Qualifications
Outstanding written and verbal communication skills, including exceptional customer service, cold calling, and persuasive presentation abilities
Driven by the JCC mission of building community and enhancing connection to Jewish life
Able to think strategically and critically while being detailed and goal-oriented
Have a grasp of the community’s resources, including the local Jewish organizational landscape
Must possess excellent computer skills including, but not limited to, Microsoft Office, Google Suite, and membership management/CRM software
Ability to set and communicate clear goals and objectives, and prioritize the most cost-effective use of resources to meet goals
Ability to focus on multiple projects and priorities simultaneously
Education/Experience
Bachelor’s degree required. 5+ years of full-time experience in marketing, sales, business, and/or customer service. Management experience in the wellness/recreation/hospitality industry is helpful.
Working Conditions
Available to work occasional nights and weekends, as needed.