Membership and Wellness Director - HB Horn

Under the supervision of the Executive Director, the Membership & Wellness Director leads the Membership and Wellness (Fitness & Group Exercise) teams to ensure the YMCA is the most welcoming place on earth. In addition, the Membership & Wellness Director leads the team in efforts to exceed revenue, meet expense targets and provide exceptional member experience.  The Membership & Wellness Director will lead the development, and evaluation of various Wellness & Membership programs to ensure sales, program growth and an exceptional member experience as well as recruit, trains, and supports staff and volunteers. Additional responsibilities include hiring, payroll functionality, and training of staff and volunteers, budget management, and adhering to all regulatory and Association standards.

• Provide leadership for the continued improvement of all Member Services to include member and constituent relations, information, and program registration.
• Develops, implements, and maintains an ongoing retention program in conjunction with the other department.
• Develops, implements, and maintains a membership sales incentive program to include Member Services staff.
• Develops, implements, and maintains a corporate membership program and promote to local businesses.
• Responsible for all aspects of human resources including recruiting, hiring, training, supervising, developing, evaluating, discipline, and scheduling all employees and volunteers within your departments.
• Ensure proper building coverage is present for all program-related functions in accordance with program needs. Act as the building manager on duty as needed.
• Ensures a level of service and engagement that fosters loyalty among those we serve making the YMCA the “Most Welcoming Place on Earth”.
• Promotes program and membership enrollment in interactions with existing and potential members.
• Coordinates program registration, including logistics to support phone, walk-in and web registration.
• Develop, implement, and lead all sales and sales training.
• Provide leadership for an effective tour and enrollment procedure via Member Services staff.
• Develop, implement, and lead all necessary staff training around the wellness department and wellness staff responsibilities.
• Develop, implement, and lead cross training between all wellness and membership staff.
• Leads membership staff and volunteers effectively; recruits and hires diverse staff and volunteer teams across multiple dimensions of diversity; onboards and develops them for success.
• Models effective listening skills when interacting with staff, members, and volunteers.  Ensures that staff have opportunities to develop their own listening skills.
• Ensures proper implementation of front desk procedures. Reviews and updates desk procedures and communicates changes to staff in a clear, concise way. Coordinates with the business office as necessary on financial transactions.
• Model relationship-building skills in all interactions. Develops and maintains collaborative relationships with community organizations & local businesses and other YMCA associations. Maintains regular, clear, and concise communication within areas of responsibility.
• Assist in development, ordering and production of all membership and program materials.
• Coordinates with marketing efforts to maximize enrollments and provides ongoing support to Program Directors on related issues.
• Organizes membership events at the YMCA and represents the YMCA at community events to promote the YMCA.
• Monitor temporary signage in the building for current information, accuracy, and professional appearance.
• Maintain an organized, clean, and safe front desk workspace. Take initiative to clean/repair areas.
• Ensure that program areas, equipment and supplies are maintained in a clean, orderly, and safe manner and are of the highest quality planning for replacement of worn out and overused items. Submit equipment repair requests using appropriate software.
• Operates and maintains a safe working environment to include program storage areas.
• Assess and recommend programs and services in the area of responsibility that keep up with cutting edge technology and ever-changing industry standards.
• Design and implement fitness training programs (strength, agility, etc.)
• Review, identify and resolve problem issues in the area of responsibility to ensure member satisfaction and maintain the highest quality of programs and services.
• Responsible for sales budget and ensuring sales growth strategies are implemented.
• Participates in the planning of the annual budget; manages and implements the approved budget for departments and takes appropriate action to correct variances.
• Maintain accurate records and reports. Provide data and reports on assigned departments in support of the planning process of the association.
• Create and maintain group exercise schedules and monitor participation metrics
• Ensure all Group Exercise and Personal Training staff certifications are current and compliant
• Provide leadership and support to the annual fundraising campaign, and other volunteer committees as assigned.
• Actively participates in management team meetings and committees as assigned.
• Represent the association at various meetings as assigned.
• Other duties as assigned by supervisor.
• Follows YMCA policies and procedures, including those related to medical and    disciplinary situations, child abuse prevention and emergencies.

• Bachelor’s degree in related field or equivalent experience required
• Minimum of two years of experience Fitness & Member Services and Sales preferred
• Strong sales and customer service background
• Two years of supervisory experience preferred
• Ability to direct programs through supervision of volunteers and staff
• Preferred knowledge of, and previous experience with, diverse populations
• Ability to establish and maintain collaborations with community organizations, corporate partners, and other YMCA associations
• Excellent spoken and written English skills required; English/Spanish bilingual preferred
• Ability to teach multiple group exercise formats
• CPR, First Aid, AED certifications required
• Nationally recognized Group Exercise/ Fitness certification (NASM, ACSM, ACE, AFAA) preferred
• Obtain required training and maintain training certifications as per association's policies

• Employee discount
• Flexible schedule
• Paid time off