Senior Director of Membership

POSITION DESCRIPTION IDENTIFICATION Title: Sr Director, Membership Sales and Services Department: Membership Sales and Services POSITION OBJECTIVE Reporting to the VP of Membership Sales & Marketing, the Sr. Director of Membership Sales and Services is responsible for the following areas: the daily operations of the Membership Sales Department, Staff recruitment, Sales Training, scheduling, New Member orientation, member recruitment and retention campaigns, and communication all while liaising with all departments.

The Sr. Director of Membership Services is also responsible for managing the financial aspects and operation of Food Services and in helping to support the YMCA’s Marketing and Communication Plans. Main Responsibilities Adherence to the YMCA Child Protection Policies and Procedures ensuring a safe environment for children, young people/vulnerable adults; identifying children, young people/vulnerable adults who are suffering, or likely to suffer, significant harm; and taking appropriate action to see that such children, young people/vulnerable adults are kept safe at the YMCA.

Adherence to the YMCA Occupational Health & Safety Policy and accountable to work safely at all times, to identify and report hazards, to take whatever measures necessary and reasonable in the circumstances, to protect and promote health and safety. Strategic Leadership: Lead the department in developing and executing a membership growth and retention strategy, ensuring alignment with the overall goals of the YMCA.

Sales and Revenue Generation: Drive membership sales through effective marketing, outreach, and relationship-building strategies, focusing on increasing new memberships and retaining existing ones. Member Relations: Work closely with members to ensure they experience exceptional service. Lead the member relations strategy, address any issues that arise, and act as the primary contact for escalated member concerns.

Daily Operations: Oversee the daily operations of the membership team to ensure smooth functioning, efficient service, and adherence to YMCA standards. Membership Marketing and Communication: Collaborate with the marketing team to create, implement, and evaluate membership marketing campaigns, promotional strategies, and member communications.

Ensure alignment with YMCA branding and messaging, targeting potential new members while engaging the existing member base. Staff Leadership and Development: Oversee recruitment, training, and coaching of membership team members to maintain a high standard of service and support team development. Taking the role in reviewing all membership set-up, process, and procedures including

• Failed Payment Processes (NSF), alt keys, Financial Assistance, and group memberships, and ensuring all processes and procedures are followed. Collaboration: Work closely with the VP of Membership Services, Marketing, and other departments to identify opportunities for service enhancements, partnerships, and new initiatives. Performance Management: Monitor membership sales performance, track KPIs, and make data-driven decisions to adjust strategies as needed to meet or exceed targets. Ensuring the department follows the Y Way Standard at all times in all aspects of work. Financial Management: Provide input on departmental budgets, projections, and cost control measures. Hiring and Scheduling: Work collaboratively with department supervisors to manage hiring and scheduling processes. Policy & Compliance: Ensure the department follows all YMCA policies and procedures, with particular emphasis on child safeguarding, safety and access standards, and compliance requirements. Y Café Management: Oversee the operations of the Y Café, ensuring quality service, financial accountability, and alignment with YMCA values. Evolving Responsibilities: As the department and organizational needs evolve, additional duties and leadership roles may be assigned to further support the growth and success of the YMCA. Competencies Leadership: Proven ability to lead and inspire a team toward shared goals. Sales and Service Orientation: Strong focus on sales, customer satisfaction, and service excellence. Marketing and Communication: Ability to lead marketing initiatives, with experience in crafting effective messaging and campaigns that drive engagement. Planning and Organizing: Ability to plan strategically, organize tasks effectively, and ensure smooth execution of initiatives. Teamwork: Collaborative mindset, with a focus on working well with others across different departments. Communication: Excellent interpersonal and communication skills. Skills & Qualifications Minimum of 4 years experience in managing sales or customer service, with a focus on membership, client retention, or marketing. Demonstrated ability to lead teams and drive sales growth. Experience leading marketing and communication initiatives. Strong communication and interpersonal skills. Experience managing a team, including hiring, training, and performance management. Bilingualism (French and English) is considered an asset. First Aid and CPR certification (or willingness to obtain within 60 days). a clear CRC/Criminal Record Check is required. Ability to work a flexible schedule, including evenings and weekends is required. REQUIREMENT This position shall not, for the duration of their employment, maintain any interests directly or indirectly, as an employee, or act in any other capacity, for any other organization that conducts business which may be perceived as similar to, or in competition with, The YMCA of Greater Moncton’s business, without obtaining prior permission from the YMCA Department VP or Director. Due to YMCA privacy and ethical business practices, the employee in this position agree to refrain from contacting YMCA clients and members for business purposes after employment termination.