Hours to Include Nights and Weekends, Tuesday – Saturday.

LEARN, GROW, THRIVE WITH A CAREER HERE AT THE Y
Imagine going to work knowing that what you do each day positively affects the lives of the people in your community. Working at the Y, you’ll discover more than a job—you’ll enjoy a career with a future and the opportunity to make a lasting difference in the lives of those around you.

OUR Y AND OUR REGION
The YMCA of Greater Nashua is a well-respected association and a leader in the region.  The city of Nashua, New Hampshire is situated 45 minutes from Boston and everything a major US city has to offer, less than an hour to the beautiful public beaches dotting the New Hampshire coastline and an hour to the White Mountains which offer many options for the outdoor enthusiast.

POSITION SUMMARY:
Under the direction and supervision of the Executive Director of Member Experience, the Welcome Center Director is responsible for all functions of the Welcome Center (front desk) and Kid Stop at the Westwood Park YMCA . This person will lead to the Welcome Center staff to ensure consistent, quality service and a welcoming member experience. This position also develops and keeps up to date all internal communication that is related to Welcome Center, branch and association operations. The Welcome Center Director is also responsible and accountable for membership and program collaboration, statistics, record keeping, and reports and cash handling. The Welcome Center Director, working as part of the Membership Team, will deliver professional customer service and relationship building skills to create a welcoming environment at the YMCA. The incumbent will also exhibit the core values of caring, honesty, respect and responsibility in all aspects of their work with the YMCA.

COMPENSATION AND BENEFITS:
We provide our full-time staff with a comprehensive medical and dental plan, paid time off (sick, holidays, vacation), a Family YMCA Membership, a discount on classes and team sports and Y-funded retirement contributions after two years of qualified service.

QUALIFICATIONS:

• Associate’s degree in related field preferred or equivalent combination of education and experience.
• A minimum of one year of experience in a supervisory role.
• Availability to work nights and weekends is required.
• Demonstrated experience with strong communication, customer service and problem solving skills.
• Efficient computer skills and ability to learn and adapt to standard business software.
• Excellent written and oral communication skills, including strong active listening, are necessary.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Perform and provide excellent customer service skills by exceeding member expectations. Consistently greet every person who enters the YMCA (by name, if known) and recognize all members and guests when they leave.
• Engage in active listening with members and program participants in order to build relationships, understand individual’s goals and interests, and take the initiative to ensure the member has a positive experience.
• Provide accurate information about membership and programs.
• Help prospects’ and members’ experience the YMCA by introducing them to other staff and members. By creating these interactions, we will demonstrate that the YMCA is a place where we take the time to connect, communicate and engage in respectful and friendly relationships. Develop new opportunities for members to interact with one another. Be a “Relationship Builder” for the YMCA.
• Be familiar with the mission statement and core values of the YMCA. Model the core values while working and communicating with other staff members.
• Average 30 hours of direct service at the Welcome Center.

ESSENTIAL FUNCTIONS:

• Oversee day to day operations of the welcome center and kidstop (drop in baby sitting service) for the Westwood Park YMCA.
• Leads membership and kidstop staff teams effectively; recruit, hire, train and coach diverse staff and volunteer teams; onboards and develops them for ongoing success.
• Coordinate and schedule all facility rentals and branch specific membership agreements, including the execution and filing of all rental agreements and payment policies.
• Provide 25-30 hours of direct service, working at the Welcome Center during high volume branch hours of operations (evenings and weekends).
• 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 marketing efforts to maximize enrollments and provides ongoing support to Program Directors on related issues.
• Organizes membership events at the YMCA and represents the association at community events.
• Coordinates, in conjunction with the Asscociation Sports Director, Birthday Parties at Westwood Park.
• Ensures proper implementation of Welcome Center procedures. Reviews and updates procedures and communicates changes to staff in a clear, concise way. Coordinates with the Finance Department as necessary on financial transactions.
• Participates in the planning of the annual budget; manages and implements the approved budget for membership and takes appropriate action to correct variances
• Responsible for accurately maintaining all cash controls.
• Ensure the delivery of appropriate sales and customer service training for Welcome Center staff.
• Be knowledgeable and supportive of the YMCA annual support campaign. Participate in assigned leadership functions for the campaign.
• Follow and enforce all YMCA procedures and policies, including: personnel guidelines, safety guidelines, facility access procedures and membership policies. Carry out emergency plans as necessary.
• Engage in active listening with members and program participants in order to build relationships, understand individual’s goals and interests, and take the initiative to ensure the member has a positive experience.

YMCA LEADERSHIP COMPETENCIES:

• Mission Advancement
  Models and teaches the Y’s values. Ensures a high level of service with a commitment to improving lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fundraising.
• Collaboration
  Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance, and support.
• Operational Effectiveness
  Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities.  Develops plans and manages best practices through engagement of team.  Effectively creates and manages budgets.  Holds staff accountable for high-quality results using a formal process to measure progress.
• Personal Growth
  Shares new insights. Facilitates change; models adaptability and an awareness of the impact of change.  Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

OUR CULTURE:
Our mission and core values are brought to life by our culture. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.