GENERAL FUNCTIONS

Under the direction of the Membership Director and in accordance with Association policies, the Assistant Membership Director is responsible for collaborating with the Membership Director to provide stellar customer service to members and guests, oversee staff responsible for: program information and registration, membership sales and retention, access and facility safety and directly supervise Building Supervisors. This position is scheduled to work opposite or staggered hours of the Membership Director and is a key front-line role in the delivery of information and member service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Collaborate with Membership Director to implement membership strategies that support recruitment of new members and retention of existing members. Create a member-focused culture and role model relationship-building skills in all interactions. Foster a climate of innovation and resolve problems to ensure member satisfaction.
2. Function as Membership Director in the absence of the Membership Director.
3. Recruit, hire, train, supervise and schedule staff as directed including the lead role with Building Supervisors.
4. Review and evaluate staff performance as directed. Develop strategies to motivate staff and achieve goals.
5. Answer member inquiries in person, via phone and email in a timely, professional manner resolving issues and ensuring accurate information.
6. Learn and correctly utilize Daxko to accurately process member applications, terminations, renewals, class registrations, payment, and all other necessary membership and program forms.
7. Provide ongoing training for front line staff to improve member service and member retention.
8. Model high quality customer service and coach staff to enhance the member experience.
9. Assists in management of implementation of the approved budget for membership and takes appropriate action to correct variances.
10. Display proper cash handling practices and balance cash receipts at the end of each shift.
11. Possess knowledge of emergency procedures as they relate to calling 911, informing building supervisor and/or Manager on Duty of weather, medical, or facility emergencies, and performing related functions as required by emergency staff.
12. Uphold the core values of the YMCA when working with people within the YMCA facilities and community.
13. Responsible for strict adherence to all YMCA of Greater Waukesha County department policies and procedures related to safety, rules, and other regulations.
14. Assist with fundraising and community events as directed.
15. Other duties as assigned.