Membership/Wellness Director - Downtown Tampa YMCA - Sulphur Springs YMCA : Job Details

DescriptionThe Membership & Wellness Director leads center membership and wellness staff in attracting, engaging and retaining members. This includes driving a superior member experience, increasing membership enrollment, and enhancing membership connection/engagement, thereby increasing membership and wellness program satisfaction and retention. This position provides direct leadership for welcome center staff, personal training, group training, group exercise, healthy living programs, youth conditioning programs, and wellness floor staff; directly supervising and developing these staff teams to provide the highest quality service and exceptional member experience for all. This position is responsible for managing the membership and wellness related department financials, relationship building, supervision of staff, volunteer development and for being a YMCA advocate in the community. This position ensures that membership and wellness administration operates efficiently and employs a continuous improvement model to meet and/or exceed goals for satisfaction, membership mix and budgeted net membership and revenue. Associates in this role are expected to take an active role in teaching group exercise classes and developing a book of personal training clientele in private or small group setting. Administrative and Leader on Duty tasks represent 60% of total responsibility with the remainder of time dedicated to personal training and/or group exercise instruction. Administrative and group exercise responsibilities will be compensated the the posted hourly rate while any personal training hours will be compensated based on the following pay matrix: 0-10 Hours11-20 Hours21+ HoursPersonal Trainer I$20.00$26.00$33.00Personal Trainer II*$26.00$32.00$38.00* Personal Trainer II requires more than 600 hours of previous and documented personal training experience or a bachelor's or advanced degree in Exercise Science or other related degree program. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:Program Quality and Growth Focus on strategic plan initiatives, best practices and the elevation of wellness programming.This includes: personal training, group training, group exercise, healthy living programs, youth conditioning programs, and direct leadership to wellness floor staff members. Develop and implement association survey and measurement strategies and action plans - Seer Base Metrics and NPS. Membership EnrollmentDrives membership enrollment including meeting/exceeding revenue goals (net) for new and existing membership and optimizes the center(s)' membership mix to grow revenue and improve the member experience. This includes:Collaborating with the Membership Executive, association marketing team and center leadership teams to execute enrollment and marketing plans for the center.Overseeing the identification and follow-up on opportunities to increase membership and converts prospects to members.Leveraging marketing resources and drives frequent/regular community, web and social media communications and engagement.Providing tours to prospective members.Membership Engagement and Retention Increases member connection and commitment to YMCA programs and services ensuring the member experience is consistent, integrated and aligned to YMCA goals including:Gathers data about member satisfaction and interests to ensure connection to programs, services, and other members.Collaborates regularly with center leadership, program operations, and other related teams to ensure the member experience is consistent, integrated and aligned with member needs.Oversees new and returning member orientation to ensure effective onboarding to include wellness and program teams.Implements relationship development strategies to increase membership engagement and retention.Membership Administration/Welcome Center & Wellness Center Operations Provides leadership to welcome center operations and administration to ensure best in class membership experience.Supervises/coaches Membership Coordinator and ensures welcome center operations align with member experience, member acquisition, and member administration goals.Generates and/or analyzes membership, enrollment, and revenue reports to monitor and report on achievement of membership goals.Provides leadership to wellness center operations and administration to ensure a best in class membership experience.Supervises/coaches a team of wellness coaches that assist members in meeting their wellness goals.Team Leadership Hire, develop, motivate and retain a team of membership and wellness associates who create increased member value and are committed to the YMCA's mission and customer service.Advocates for association-wide practices and is a source for innovative ways to grow the member experience, base, and practices.Provides collaborative leadership and guidance to peers through association-wide membership and wellness meetings, direct one-on-one best practice sharing with peers both in and outside the center.Develops and monitors staff member development plans and training opportunities that promote career growth within the Y.Safety and Risk Management Ensures all Tampa Y member and wellness standards and best practices are implemented and followed. Applies YMCA policies and procedures, including those related to best practices, emergency procedures, medical and disciplinary situations and child abuse prevention. Ensures all membership and wellness staff are properly trained and prepared for emergency situations. This includes implementing and following training requirements in addition to ensuring proper reporting of all incidents/accidents according to risk management procedures. Ensures adherence to all YMCA policies and procedures regarding the safety, health and welfare of members, program participants, guests and staff.RequirementsEducation/ Experience Required:BA/BS in exercise science or related field; or equivalent experience preferred.Minimum of three years of experience in wellness programming, with at least two years of supervisory experience preferred.Minimum of three years of experience in a relationship-driven sales environment.Highly motivated with the consistent ability to meet/exceed goals. Must understand how to build relationships and have strong interpersonal skills. Have the ability to lead a strong staff team that is focused on creating a welcoming environment and providing a superior member experience for all members, at all times. Must have a proven track record and a passion for exercise, nutrition, healthy living and helping others live a healthier lifestyle. Additional skills in developing small groups, personal training, and group exercise are needed.Self-driven with the ability to set effective team and individual goals and take ownership for results.Demonstrated ability to multi-task and adapt to changing contexts and priorities.Strong analytical and critical-thinking skills with the ability to identify and leverage relevant data to use in planning and decision-making.Ability to understand, adapt to and interact with diverse people, teams, perspectives and cultures.Proficient in using email, Internet, and other PC-based applications (e.g. Microsoft Office, customer service/tracking applications) with the ability to learn and adapt to new technology.Certifications/Trainings Required: Must obtain and maintain current certification in a Tampa YMCA approved program in personal training, group fitness instructor, and Healthy Lifestyle Principles. Must obtain within 30 days of employment and maintain current certifications in CPR, First Aid, AED and Oxygen Administration. Maintain position-specific required certifications as stated in the training matrix.WORK ENVIRONMENT 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 includes, but not limited to: Ability to plan, lead, and participate in classes and activities. Ability to verbally and physically communicate program content Ability to hear participant discussion and questions. Ability to perform all physical aspects of the position, including, but not limited to, leading class, walking, standing, bending, reaching, and lifting. Ability to lift equipment and perform all physical aspects of the position, including, but not limited to, leading class, walking, standing, bending, lifting, and reaching. Hear noises and distress signals in the program environment, including in the classroom and anywhere around the zone of responsibility. Must have flexibility and the ability to adapt to changing circumstances. Ability to lift and move a minimum of 50 pounds. Ability to stand for an extended period of time. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. Ability to work in a variety of environments, specifically those subject to extreme humidity/dampness, heat and cold. The noise level in the work environment is usually moderate. This position requires reliable transportation and willing to travel, if needed. Availability to work flexible hours including evenings, weekends, and holidays as needed, and support class coverage Must be able to perform all duties and functions of those that are supervised Must wear appropriate fitness attire and footwear at all times; should not prohibit participants from seeing proper form, alignment and movement of the body. However, clothing should not be revealing in an inappropriate and/or unprofessional manner.