1. Job Summary:
The Engagement Director is responsible for leading membership activities, initiatives and operations. The incumbent ensures members and guests receive exceptional customer service making their visit the best part of their day. The incumbent will hire, onboard, train, develop and retain the teams while modeling and leading quality customer service. As needed, the Engagement Director and/or their team members may engage in support of other program areas and assist with service delivery. to assist with service delivery and/or ensuring safe operations. For some branches, the Engagement Director may provide supervision of one or two other on-site programs. If applicable, addendum(s) entailing the responsibilities of additional supervision will be attached to this description.

2. Essential Functions:
· Be an advocate and key leader for exceptional customer experience and communication while engaging with members, guests and participants throughout the branch.
· Hire, onboard, train, develop and retain team members within program areas of leadership.
· Lead team member engagement to ensure that a high performing, member-centric culture of outstanding service is in place including comprehensive team member onboarding and training to support meeting or exceeding member retention goals.
· Provide service and system training to direct report team members and ensure they are prepared for cross-department support and service as needed.
· Ensure team members are trained and prepared to assist programs outside of their primary responsibilities and demonstrates agility and commitment to quality service and safety standards.
· Manage membership operations ensuring efficient administrative processes are in place while employing association improvement processes for membership procedures.
· Empowered self and team to effectively resolve member concerns focusing on prompt resolution.
· Support branch sales goals through conducting tours with potential members, facilitating enrollments, and collaborating with sales team.
· Support and implement member engagement events and promotional activities.
· Oversee and manage the staffing budget to ensure goals are achieved.
· Manages team members' timecards edits and approval, processes payroll and schedules.
· Assist branch initiatives related to board, fundraising and events as needed.
· Responsible for communication initiatives to engage and inform members, participants and team members.
· Serve as a member of the branch leadership team performing specific duties which support the overall success of branch operations.

3. Relationships:
This position reports to the branch executive leadership who reports the Associate Vice President of Operations. The incumbent may serve as a member of a task force for project needs. This position supervises team members. The incumbent interacts regularly with members, participants, and guests in an effort to provide excellent customer service, quick resolution of concerns and enhance membership and program retention. The Engagement Director will develop effective working relationships with all programmatic and sales teams in the branch, providing a seamless experience for members and guests.

4. Qualifications:
Required
· Undergraduate degree or equivalent relevant experience.
· Minimum of three (3) years customer service experience.
· Minimum of one (1) year of supervisory experience.
· Ability to manage a budget and financial resources.
· Excellent customer service, problem solving, interpersonal and organizational skills.
· Strong leadership skills.
· Must be self-directed, motivated, and creative.
· Ability to work with diverse populations.
· Ability to work a flexible work schedule.
· Computer skills in Microsoft WORD, Excel, and PowerPoint
· Must be CPR and First Aid certified or willing to become certified within the first 30 days of employment. (Certification classes available upon employment.)

Preferred
· Multi lingual

5. Work Conditions:
· Must be able to provide facility tours.
· Must be able to travel locally to attend meetings.
· Ability to work in a fast paced and changing environment.
· Ability to respond to emergency situation in a calm and efficient manner.

6. Additional Notes:
This job description represents the major functions of the position but is not intended to be all-inclusive. The incumbent is also responsible for taking direction from the Vice President of Operations in completing projects or performing duties deemed necessary for the branch or Association success.

Diversity, Equity and Inclusion Pledge
The Y of the North is committed to the work and everyday practices of eliminating disparities and eradicating of unjust systems to become a multicultural, anti-racist and anti-oppressive organization. YMCA of the North team members and volunteers must exemplify the association's mission, vision and values of caring, equity, honesty, respect and responsibility.

The YMCA of the North continues to develop plans and strategies to ensure team members and volunteers reflect the demographics of the communities we serve. We will continually conduct institutional racism and oppression review of our policies, procedures and practices in recruitment and selection; compensation and benefits; professional development and training; promotions; transfers; layoffs; terminations; and the ongoing development of a multicultural, anti-racist and anti-oppressive work environment and culture that promotes equity and respect for the human dignity of all. We value and respect this diversity and choose to be inclusive through our acceptance of all.