About YMCA South Australia

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1 Position Title: Department / Industry: Location / Centre: Membership Manager Management The Parks Recreation & Sports Centre (Primary Location) About YMCA South Australia YMCA South Australia is the leading charity that builds communities through recreation and physical activity. YMCA South Australia is a charitable, not-for-profit community organisation that has served the South Australian community for more than 160 years. Together with our partners, we address community needs and build Happier, Healthier Communities. With over 500 employees, we deliver programs and services across the State in settings including community recreation centres, swimming pools, health and fitness facilities, camps, early education and schools and youth services. To be mission driven Through our commitment to social inclusion, health and wellbeing, benevolence, volunteering and international development. To be socially relevant Through our commitment to community engagement, regional and rural development, young people, social change, environmental sustainability and advocacy. To be institutionally viable Through our commitment to good governance, shared leadership, quality, staff and volunteer development and sustainable growth. For further information regarding YMCA South Australia, please visit Centre Description The Parks Recreation & Sports Centre is an important community facility, managed by YMCA South Australia in partnership with The State Government of South Australia. About The Parks Recreation & Sports Centre The Parks Recreation & Sport Centre is a valued community facility providing health, wellness and recreation experiences to over 600 members seeing in excess of 100,000 direct visits annually. The Parks boasts modern facilities including: an indoor 25 metre pool and learn to swim pool, splash park, 2 court stadium, Play Club, group fitness studio s, functional training zone and fully equipped health club. There are also 2 separate theatre buildings, with a total seating capacity of over 300 people. For further information regarding The Parks Recreation & Sports Centre, please visit

2 Position Summary Classification / Grade: Managers Grade 1-2 Employment Status: Full Time Minimum Qualifications: Tertiary Qualification in a Related Field e.g. Business, Sports Management Provide First Aid HLTAID003 HLTCPR201A Perform CPR or equivalent Current Child-Safe Environments (Reporting Abuse and Neglect) Certificate National Police Certificate and / or DCSI Screening Check (prior to commencement) As a member of staff at YMCA South Australia this position requires you to work as part of a team committed to goals and mission that actively fosters community participation and involvement. The Membership Manager is responsible for leading the sales performance of YMCA South Australia across memberships and key programs and is pivotal to the leadership and operations of YMCA South Australia. This includes ensuring that YMCA centres adhere to organisational KPI s and processes for sales and acquisition, member retention, and recording and tracking of enquiries. The Membership Manager will support centres in the consistent application of the YMCA s preferred sales and customer management software. In addition, the Membership Manager will have centre based responsibilities at the Parks Sports & Recreation Centre. The position requires attention to detail, an ability to implement and be compliant with organisational procedures and to encourage, train and support staff to enthusiastically complete their responsibilities that support the community to become healthier and happier. The combined role will see the successful applicant based three (3) days per week at The Parks Recreation & Sports Centre and two (2) days per week working on the greater organisational components of the role. This will include working at other YMCA centres improving their capacity. Key Relationships Position Reports to: Area Manager - Western Region Direct Reports: Customer Service and Sales Teams at The Parks Recreation & Sports Centre Key Internal Relationships: Key External Relationships: Customer Service and Sales Teams Area Managers Manager - Marketing & Communications General Manager Operations YMCA South Australia Staff YMCA Victoria Regional Membership Manager The Parks Recreation & Sports Centre s Members and Guests

3 Key Deliverables and Accountabilities YMCA South Australia Instil a culture that focusses on the customer experience at YMCA operations In conjunction with the Manager - Marketing & Communications develop a sales / marketing strategy Implement a sales culture across the organisation with a focus on lead generation Produce agreed performance indicator reports with analysis of results e.g. NPS, mystery shopper, enquiries, sales conversions and other appropriate measures Provide resources, support and training to Managers in the area of Frontline Train and mentor key Frontline middle-management staff at each Centre Implement two Net Promoter Score (NPS) Surveys per year The Parks Recreation & Sports Centre Lead, motivate and manage the Customer Service and Sales Teams Provide the staff team with current information on the operations within the Centre so they may demonstrate a clear and professional knowledge which enables them to address all enquiries Manage the operation of all direct debit payments and adhere to PCI compliance Achieve monthly budgeted membership and program acquisition targets Implement best practise member communication and retention systems Perform other duties as required and comply with reasonable directions Duties and Responsibilities YMCA South Australia Collaborate with the Manager - Marketing & Communications for roll out and implementation of State and local marketing activities Ensure major campaigns or LAMPs are implemented at each Centre and frontline staff are appropriately trained Provide a campaign report to Managers include such things as enquiry source, enquiry volume, appointments, conversions etc Establish service delivery gaps and identify training opportunities Provides one on one additional training to Frontline middle-management where internal or external measures show poor performance at a branch Collaborate with the Centre / Area Managers for any permanent recruitment and selection of frontline middle-managers Provide training to increase secondary spend opportunities in the area of Merchandise and Personal Training The Parks Recreation & Sports Centre Responsible for the day to day operation of the Customer Service and Membership Services units. This will include training, rostering and appraising of staff to achieve team goals and maintaining team standards Management, development and training of the Membership Services and Customer Service Officers Management of membership administration and direct debit processes. Audit and scrutinise results to ensure accuracy and compliance Development and promotion of lead generating activities to drive new enquiries and membership and program acquisition Responsible for the accuracy and compliance of the membership sales process including enquiry, sign up, suspension and cancellation processes Process and reconcile daily and monthly end of shift reports and ensure accuracy of daily cash takings Complete End of Month Membership summary and Frontline KPI reports

4 Oversee all administration tasks associated with Café and Merchandise Ensure rosters for your assigned teams are within budget parameters and take corrective action where required Oversee the appearance of customer service with attention to cleanliness and presentation Immediately respond to customer s needs and concerns to ensure quality of service meets agreed standards Safeguarding Children / Young People and other Vulnerable People You will be required to: Understand and work under the guidelines of the YMCA South Australia - Safeguarding Children / Young People and other Vulnerable People Policy Health, Safety and Environment You will be required to: Familiarise self with all policies, procedures, work practices, and maintain currency of knowledge in relation to Work Health and Safety Take responsibility for own observance of safe work practices and safe work environment and undertake no actions or omissions, which will adversely affect the health and safety of other persons Conform to all reasonable instructions or policies given by management in relation to work, health and safety Cooperate with YMCA South Australia with respect to legislative work health and safety requirements and relevant YMCA Health and Safety Policies Being responsible and accountable for adhering to the requirements of the Equal Opportunity Act Providing an inclusive workplace environment through adherence to the YMCA s Access and Inclusion Policy To enable the YMCA to meet its obligations for providing a healthy and safe working environment for you, you must inform your Manager of any issues or concerns that may affect your ability to safely perform your role. Position Requirements / Selection Criteria Capabilities and Behaviours Strong communication and presentation skills Ability to empower others through education and information sharing Strong Customer Service / Sales experience Excellent interpersonal skills Demonstrate an understanding of sales process that achieves targets Intermediate computer skills Knowledge and Experience A minimum 2 years Fitness Industry experience or experience in a similar highly competitive sales environment Experience in change management and process improvement Qualifications and / or Licences

5 In addition to the minimum qualifications listed in the Position Summary, the following qualifications are also desired: TAE40110 Certificate IV in Training and Assessment Personal Attributes Creates a fun and exciting work atmosphere that is driven, hardworking and goal orientated Demonstrated ability to work effectively both independently and as part of a team Creates a welcoming atmosphere by engaging all people in a friendly and approachable manner Works as part of a team and shows professionalism Punctual in both attendance on shift and attendance at staff meetings Immediately responds to customers needs or concerns Recognises and acts on the need for support and will accept and delegate responsibility when required Flexible to work early mornings, evenings and weekends Models, demonstrates and teaches positive values like caring, honesty, respect and responsibility Maintain high standards of presentation and personal grooming Conditions of Employment The successful applicant will be subject to a National Police Certificate and / or DCSI Screening Check The successful applicant will hold a current Child-Safe Environments (Reporting Abuse and Neglect) Certificate This position holds a Managers Grade 1 2 Status $70,000 - $80,000 (Total Package Value) Superannuation benefits are as per the Superannuation Guarantee Act (9.5%) All employees may be asked to work early mornings, afternoons, evenings and weekends This position is in accordance with the terms and conditions of the YMCA South Australia Managers Agreement 2015 Approval and Acknowledgement Date Position Description Created / Revised: 24 th November 2015 Position Description approved by: Andrew Mundy General Manager - Operations Signed: Date of Approval: 24 th November 2015 Acknowledgement of Position Incumbent I acknowledge that I have read and understood the requirements of this position. Name: Signature: Date: