Enrollment Director chez Boys and Girls Clubs of North Central Illinois

Description

Job Summary

The Enrollment Director leads the enrollment department to ensure a smooth, efficient, and family-friendly membership experience across all Club sites. This position provides oversight of enrollment applications, renewals, and Child Care Assistance Program (CCAP) processes, while also ensuring accuracy and performance of the MyClubHub membership database. The Enrollment Director manages and supports the enrollment team through training, coaching, and accountability, while continuously evaluating and improving processes to provide excellent customer service and operational efficiency.

Key Competencies

• Leadership and team management
• Customer service excellence
• Training and performance management
• Process improvement and efficiency optimization
• Cultural competency and community engagement
• Problem-solving and critical thinking
• Data management and accuracy
• Communication skills (bilingual strongly preferred)

Key Roles & Responsibilities

Leadership & Team Management

• Lead, manage, and hold the enrollment team accountable for achieving goals.
• Provide training, coaching, and support to ensure staff success.
• Conduct regular performance reviews and provide professional development opportunities.

Customer Service & Family Engagement

• Ensure the enrollment team provides excellent customer service across all Club sites.
• Review customer feedback regularly to identify opportunities for improvement.
• Create and implement strategies to make enrollment processes as family-friendly and efficient as possible.
• Serve as a high-level point of contact for families and community concerns related to membership and enrollment.

Enrollment Operations & Database Management

• Oversee the full membership and enrollment process across Club sites, providing tools, resources and strategic guidance for the annual recruitment and retention plan.
• Ensure accuracy and timeliness of enrollment applications, renewals, and financial aid documentation.
• Lead training and provide support for the MyClubHub membership database.
• Oversee CCAP application processes, ensuring families receive timely and effective support.

Efficiency & Continuous Improvement

• Evaluate processes and workflows to identify opportunities for efficiency gains.
• Develop systems and tools to streamline enrollment and reduce administrative burdens on families and staff.
• Monitor key performance metrics to ensure enrollment goals are consistently met.

Requirements

Knowledge, Skills, & Abilities

• Bachelor’s degree in business, education, social services, or related field preferred.
• 5+ years of progressively responsible experience in enrollment, customer service, or membership management (including supervisory experience).
• Demonstrated ability to lead, train, and hold a team accountable for results.
• Strong administrative and organizational skills with attention to detail.
• Proficient in database management and Microsoft Office Suite; prior Salesforce and Traction Rec experience strongly preferred.
• Strong relationship-building skills with families, schools, and community partners.
• Bilingual (Spanish/English) preferred.
• Ability to manage multiple priorities in a fast-paced environment.

Physical and Mental Requirements

Tasks may involve:

• Standing or sitting for extended periods.
• Light lifting, carrying, pushing, or pulling of materials up to 25 pounds.
• Occasional bending, stooping, or reaching.

Mental/Emotional Requirements:

• Ability to remain calm and professional under pressure.
• Strong organizational skills to manage multiple priorities.
• Conflict resolution and problem-solving skills.
• Ability to work with sensitivity and cultural awareness.
• Commitment to trauma-informed practices, ensuring both physical and emotional safety for members and families.