Membership Director

Position: Membership Director

Status: Full-time (40 hours per week), Exempt

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.

Essential Duties and Responsibilities

1. Develop and implement strategic approaches to new membership recruitment, retention, and outreach to ensure they are unique and/or competitive
2. Work collaboratively with departments (e.g., Wellness and Recreation, Youth and Family) to maximize member engagement through well-coordinated programs and services
3. Design, develop, and deliver membership initiatives to attract new members, mitigate attrition, and inspire previous users to engage with the Springfield JCC
4. 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
5. Keep abreast of industry trends to identify new markets and growth opportunities
6. Review and suggest updates to existing membership policies, as needed

Community Outreach

1. Develop and expand relationships with organizations in the Jewish and greater community that will enhance the visibility of JCC membership, programs, and services
2. Build relationships with other JCCs to share best practices and create new opportunities for collaboration
3. Represent the agency at various community meetings and events to promote our mission and key programming
4. Build rapport with new community partners and foster deeper relationships with current partners

Member Services Management

1. Handle phone/email solicitation, provide facility tours, and follow up on prospective members
2. Manage the registration process of new members and maintain all membership records and files in proper order
3. Utilize the JCC's membership management software to ensure membership data integrity and optimize the user experience
4. Work with program staff to develop and implement regular membership appreciation programs and events
5. Develop various membership materials, including applications, welcome kits, banners, certificates, and other collateral, in collaboration with Marketing staff
6. Track progress of member recruitment and retention; produce monthly statistical data for executive team (e.g., guest visits, reactivations, membership sales conversion ratios, etc.)
7. Ensure accurate financial tracking of renewals and cancellations, and provide timely outreach to members regarding delinquent accounts
8. Work with COO to coordinate financial assistance process for new and current members
9. Respectfully communicate and enforce rules with members; address member complaints and issues in a timely and professional manner
10. Oversee the JCC's membership incentive programs, including SilverSneakers and Renew Active
11. Attend all scheduled meetings and trainings, as required

Welcome Desk Supervision

1. Supervise the Welcome Desk receptionists, including staff onboarding, ongoing learning opportunities, and regular evaluative practices
2. Manage the Welcome Desk scheduling to ensure consistent coverage during the JCC's hours of operations and arrange for substitute coverage, as needed
3. Implement Welcome Desk processes and protocols to enhance the member experience and ensure professional, efficient operations
4. Maintain the Welcome Desk Google calendar to ensure that staff shifts are reflected clearly and accurately
5. 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.