The Assistant Director of Member and Guest Services at the Weinberg Park Heights JCC plays a key role in cultivating relationships with prospects, members, and influential groups in the community to drive membership growth.
Requirements
- Lead the Member & Guest Services PH team to meet monthly membership sales and retention goals.
- Engage in community outreach and cultivate relationships with prospective corporate and JCP members outside of the building to enhance partnerships and membership.
- Oversee all aspects of PH membership operations, including strategy, planning, staffing, and day-to-day management.
- Recruit, hire, train, supervise, develop, and evaluate all PH Member & Guest Services staff.
- Approve staff leave requests and manage staffing needs to assure adequate coverage.
- Stay informed on all JCC Member & Guest Services policies and practices.
- Manage the PH membership department budget, paying particular attention to scheduling and payroll.
- Review, approve, and submit bi-weekly payroll in a timely manner.
- Assist with compiling and analyzing weekly and monthly reports to track membership trends and identify areas for improvement.
- Provide leadership, support, and motivation for the PH member and guest services staff.
- Partner with the senior director of membership and the assistant director for membership operations to develop and implement member engagement and retention strategies.
- Ensure departmental policies are communicated effectively and enforced.
- Proactively communicate with the Senior Director of membership on all matters related to departmental operations, staffing, and membership.
- Address member and staff issues promptly, using effective customer service and leadership skills.
- Assure that all PH membership staff are exhibiting a professional demeanor and following the department’s uniform policy.
- Participate in JCC and community events as necessary or required.
- Provide information to prospective members in person, email, or by phone regarding JCC facilities and programs that best suit their individual needs.
- Convert telephone inquiries into tour appointments, conduct tours, and provide trial memberships to prospective members with appropriate follow-up.
- Evaluate and continually enhance sales strategies and presentations to maximize membership growth and retention and to identify improvement areas.
- Keep up to date with JCC-related programs, policies and procedures.
- Constantly strive to enhance knowledge and sales skills, to improve measurable sales performance – including closing percentage rate, unit sales, and overall growth.
- Attend trainings and meetings as necessary and required.
- Facilitate collaborative problem solving within your team.
- Ensure the timely and accurate communication of pertinent information to all managers, staff, and members.
- Foster and maintain a fun, dynamic and welcoming environment for all.
- Display a friendly, cooperative, and respectful attitude with all co-workers, members, guests and prospective members.
- Maintain the highest level of confidentiality and always handle sensitive information with discretion.
- Take a proactive approach to the responsibilities of the role and contribute to the ongoing success of the department.
- Attend and encourage your department’s attendance at agency functions including but not limited to: staff gatherings, community events, applicable lectures and workshops, and member/guest parties.
- Demonstrate a positive outlook and strong work ethic.
- Demonstrate proven track record in sales, retention, and customer service within a membership driven organization or multi-purpose facility.
- Demonstrate expertise in marketing and public relations.
- Demonstrate excellent organizational, communication, and interpersonal skills.
- Demonstrate demonstrated proficiency in Microsoft Outlook, Microsoft Word, and Microsoft Excel. Experience with Salesforce, Listen 360, and Ceridian Dayforce is a plus.
- Demonstrate experience in hiring, training, and managing staff, including scheduling and payroll responsibilities.
- Demonstrate knowledge of Jewish culture, values, and traditions, with an understanding and sensitivity of the observant community’s needs.
- Demonstrate Associate or bachelor’s degree in business, marketing, communication, or a related field, or equivalent experience in customer service.
- Demonstrate ability to maintain the highest level of confidentiality.
Benefits
- Generous time off
- Paid holidays
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) employer match
- FSA/HSA options
- Life insurance
- Long term disability
- Complimentary membership to the Jewish Community Center
- Discounts on programs including preschool and summer camp
- Wellbeing programming
