Associate Vice President of Membership YMCA of Greater Brandywine - 3.9 West Chester, PA Job Details $90,000 - $105,000 a year 17 hours ago Benefits Paid training Continuing education credits Paid holidays Health insurance Dental insurance Paid time off Employee assistance program Vision insurance 403(b) Referral program Qualifications CRM software 7 years Management Volunteer management Sales Customer service Master's degree Project management Bachelor's degree Organizational skills Prospecting Budgeting Senior level Leadership Communication skills Marketing Full Job Description Embark on a Journey of Impactful Adventure The Associate Vice President of Membership oversees and manages all aspects of YGBWs membership recruitment, engagement, and retention strategies across multiple channels and touchpoints, and supports all YGBW locations in reaching their sales and retention goals. The incumbent maintains an unwavering focus to delivering an extraordinary member experience that meets member needs and delivers value. They work to ensure all feel and know they belong, are valued, and are connected to YGBW and its mission at large. Who Are We? The Philadelphia Inquirer named the YMCA of Greater Brandywine (YGBW) a 2024 Top Workplace. An association of nine YMCAs serving Chester County, the YMCA of Greater Brandywine is a non-profit organization committed to nurturing the potential of every child, promoting healthy living, and fostering social responsibility through life-changing programs for all. Perks & Benefits Free family YMCA membership, including outdoor pools Medical, dental, and vision insurance, along with paid holidays and plentiful PTO for full-time employees Babysitting while you work (up to 4 hours per day) Generous program discounts on childcare, camp, youth sports, swimming lessons and more! 12% employer contribution to retirement savings upon reaching eligibility and optional 403B retirement savings plan upon hire. Employee Assistance Program Continuing education reimbursement, tuition discounts with Chestnut Hill College and Immaculata University Career development and paid training Unlimited referral bonus beginning at $300.00 What Youll Do Develops and implements comprehensive membership strategies to drive growth and retention. Maintains a full understanding of the benefits, offerings and values of YGBW membership and can articulate them to all types of people with differing needs. Develops/possesses a deep understanding of YGBW member needs to improve member experience, while fostering community, strengthening belonging, and building brand loyalty. Analyzes the member journey to identify touchpoints and opportunities for improvement. Leads needed research and analysis to identify member needs, gaps, and opportunities for improvement. May create detailed maps of the member experience to guide enhancements. Ensures branch staff teams are provided with guidance and resources to deliver a high-quality sales and member engagement experience. Identifies, develops, and executes needed coaching and training programs that enhance the skills of the Membership Director team. In partnership with identified staff, develops and oversees the organizations new member onboarding program and process, continually measuring impact and improving whenever possible to drive retention. Leverages volunteerism to fuel the program. Creates and implements loyalty programs that enhance member engagement and satisfaction. Develops an annual calendar of engagement initiatives and events and manages implementation, ensuring each is well-organized, well-executed and aligns with member interests and organizational needs. Collects and analyzes membership data and feedback to identify trends, issues, and areas of opportunity. Leads objective assessment processes to measure the member experience, regularly executing and delivering quarterly service reports to branch executive directors with data-driven recommendations. Prepares and presents reports on membership performance to senior management and stakeholders. Identifies trends and areas for opportunity. Represents and/or assigns appropriate staff to represent the organization at community-wide events to promote membership offerings. Coordinates event logistics and representation. Manages inventory of promotional materials and swag. Oversees the use of CRM system and other relevant technology to manage prospect and member data and interactions. Implements strategies to increase prospect lead to join rate. Actively works in organizational CRM and carefully tracks interactions. May train and direct other membership staff on how to use the system. Collaborates with marketing and branch teams to create effective membership sales and retention campaigns. Leads the development of an annual calendar of membership promotions, assessing the potential ROI and impact of each. Oversees the creation of needed sales tools, resources, materials, scripts, etc. Oversees Corporate Membership Program and membership partnership agreements, establishing relationships with local company leaders, external partners, sponsors and stakeholders to grow membership. Directs staff in ensuring internal operational and administrative aspects of the program are completed. Supports branch teams in implementation of membership partnership agreements, developing needed processes and drafting SOPs as needed. Assists in developing and managing the membership department budget, ensuring efficient use of resources. Monitors financial performance and ensures membership revenue targets are met. Sets monthly sales/terms goals and reports on sales weekly for the Association Serves as Association Point of Contact and Owner of Nationwide Membership System. Develops and enforces policies and procedures related to membership management. Ensures compliance with relevant regulations and industry standards. May supervises staff. Ensure compliance with all YGBW policies and standard operating procedures. Perform other related duties as assigned. What You'll Need 7-10+ years of experience in sales and retention, marketing, member experience, and/or customer service. Experience in membership, subscription-based sales, non-profit associations, YMCA membership, and/or health club sales a significant plus. Strong leadership, management, and collaboration skills. Ability to lead by influence across a highly matrixed organization. Expertise in leading training sessions and coaching others in becoming skilled in sales, engagement, prospecting and cultivation. Proven track record of success in a leadership role, managing teams and overseeing large projects and/or departments. Strong management skills to lead and motivate a team, fostering a collaborative and high-performing environment. Team player who works with a sense of urgency and who greatly enjoys empowering others and seeing them succeed in achieving set goals. Experience leading and managing volunteers and volunteer programs. Ability to develop and implement effective membership strategies that align with organizational goals. Solid working knowledge and proficiency with CRM systems, membership management software, and other relevant technologies. Excellent verbal and written communication skills for effective member outreach, marketing, and internal collaboration. Expertise in preparing and presenting membership sales and retention reports couple with a solid understanding of all membership KPIs. Strong focus on member satisfaction and experience. Proficiency in budgeting, setting sales goals, and managing departmental finances. Ability to analyze data, identify trends, and make data-driven decisions. Strong project management skills with ability to oversee multiple initiatives and ensure timely completion. Ability to build and maintain relationships with members, partners, and stakeholders. Skilled at networking and building relationships. Understanding of marketing principles to effectively promote membership benefits. Experiencing leading sales strategies and promotions that drive acquisition. Excellent written and verbal skills required. Must be fluent in spoken and written English. Bachelors degree required, Masters degree preferred. Obtain and maintain all new hire certifications and trainings within 90 days of Work Conditions and Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee needs sufficient strength, agility and mobility to perform essential functions and to safely supervise program activities. While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device. The employee frequently is required to sit and reach and must be able to move around the work environment. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust. The noise level in the work environment is usually moderate.