Associate Executive Director - Towson (Orokawa)

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POSITION SUMMARY:

Under the leadership of the Executive Director, the Associate Executive Director provides leadership and vision for center operations with specific leadership and supervision responsibility in the following areas: Membership, Philanthropy (including Volunteerism), Community Engagement and Stay and Play for a Y Family Center. This includes supervision of assigned associates; assist with facility accountability; recruitment and retention of members ensuring membership accountability, strategy, quality and equity through Open Doors; develops, plans and implements procedures and methods within Association guidelines to achieve sales and strategic goals for overall growth; oversee internal and external community engagement efforts; oversee Stay and Play operations and quality; oversee in-center marketing to ensure brand compliance; oversee the center’s philanthropy strategy, structure, fundraising execution, volunteer operations and development; oversee community outreach and engagement strategy; assists the Executive Director and the management team in development of member-focused culture and the delivery of above and beyond customer service to move members from casual to committed in their involvement at the Y in Central Maryland.

Assure all Y in Central Maryland policies and procedures are implemented and executed according to established procedures.  Serve as a role model for the center and in the community to establish positive relationships and collaborations with members, community organizations and local businesses.  Participate as a core leader to assure fiscal responsibility and assist with financial development through fundraising and special events.  At all times, represent the Y’s core values of caring, honesty, respect and responsibility.

ESSENTIAL FUNCTIONS:

1. Effectively plans and executes strategies that support new member recruitment sales and philanthropy goals are met.
2. Creates a member-focused culture and models relationship-building skills (including Listen First) in all interactions. Implements strategies that support retention of existing members and participants.  Fosters a climate of innovation and resolves problems to ensure member satisfaction.
3. Promotes program and membership enrollment in interactions with existing and potential members. Coordinates program registration, including logistics to support phone, walk-in and web registration. Coordinates with Association marketing efforts to maximize enrollments and provides ongoing support to Program Directors on related issues.
4. Recruits, hires, train, and develop associates and volunteers as needed.  Reviews and evaluates associates’ performance.
5. Participates in the planning of the annual budget for membership, stay and play and philanthropy; manages and implements the approved budget for membership, stay and play and philanthropy and takes appropriate action to correct variances.
6. Ensures proper implementation of member service desk procedures. Reviews and updates procedures as necessary and communicates changes to associates. 
7. Organizes membership events at the Y and represents the Y at community events to promote the Y and increase community engagement.
8. Assists in development of cooperative community relationships and partnerships.
9. Leads assigned aspects of the annual fund-raising campaign.
10. Create tools and strategies for marketing programs internally and in the community.  Assure quality of materials for distribution and accuracy of information.
11. Serve as a leader and role model in assuring high standards for member service including facility cleanliness, program offerings and managing member concerns.
12. Maintain accurate records and statistics; prepare reports and presentations as needed.
13. Promote financial assistance program to ensure membership growth through an equity.
14. Performs all duties and functions of all indirect and direct reports in all areas of supervision.
15. Works closely with and follows the direction of the  Executive Director to ensure standard delivery of the Association Membership, Stay and Play and Philanthropy Agendas.
16. Participates in and supports associate meetings and/or related meetings for membership and stay and play. 
17. Adheres to all policies, guidelines, rules, best practices as outlined by the Y in Central Maryland or directed by supervisor.
18. Serves as lead supervisor at the Y Family Center in the absence of the Executive Director.

QUALIFICATIONS:

1. Bachelor's degree in related field preferred or equivalent combination of education and experience.
2. Previous supervisory experience in sales and customer service preferred which would include three or more years’ experience in managing exempt personnel or equivalency preferred
3. Supervision of a 4,000+ membership unit Y or equivalency preferred
4. Supervision of budget exceeding $1.5M
5. Demonstrated track record of generating leads and closing sales
6. Demonstrated track record of developing and implementing results oriented retention and engagement strategies
7. Strategic planning and tactical execution experience that resulted in achievement of goals
8. Excellent personal computer skills and experience with standard business software
9. Must be able to work flexible hours including evenings, weekends, and holidays
10. Ability to relate effectively to diverse groups of people from all social and economic segments
    of the community

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