Job Description

Under the guidance of the Branch Executive Director, the Member Experience Director supports all aspects of a high-quality YMCA user experience. With the “member experience” as the foundation of this role, the Member Experience Director is responsible for planning, coordinating, and administrating all membership retention efforts. The role includes ensuring exceptional service and assistance to YMCA members, prospective members, and guests through internal and external strategies, focusing on direct member service, program, and membership growth strategies and administrative responsibilities. The position requires facilitating regular sales and retention training for staff teams to drive new membership, program participation, and engagement around strategic initiatives. Additionally, the Member Experience Director develops member recruitment and satisfaction initiatives, integrating an analytical and performance-measurement perspective into all membership activities.

Qualifications

• Bachelor’s degree in a related field preferred or equivalent professional experience in business/customer service required.
• Must be a self-directed, innovative, and creative person.
• Requires a quality work balance with the ability to expedite projects efficiently.
• Must be available to work a schedule that meets the needs of the YMCA branch, including early mornings, nights, weekends, and/or holidays with a minimum of one evening, one early morning, and one weekend per month.

Essential Functions

• Oversee the recruitment, interviews, hiring, supervision, and evaluation of a motivated membership experience team.
• Ensure awareness and understanding of YMCA programs and services, policies and procedures, and customer service and sales skills among staff.
• Conduct staff meetings and trainings.
• Manage all aspects of membership sales, terminations, and exit interviews.
• Implement annual membership growth and retention goals and objectives, including daily, weekly, and monthly plans.
• Supervise and manage the department budget.
• Create an inclusive, member-focused culture and model relationship-building skills.
• Lead the member experience by working at the welcome center during prime time and as needed.
• Support special events, presentations, seminars, and membership promotions.
• Coordinate program registration and logistics to maximize enrollments.
• Work closely with the Welcome Center team to ensure excellent service delivery and a high-quality staff experience.
• Facilitate communication and provide leadership to Welcome Center staff.
• Participate in annual campaign efforts and strategic initiatives.

Cause-Driven Leadership Competencies

• Mission Advancement: Demonstrates the Y's values, serves others, fulfills community needs, and supports fundraising.
• Collaboration: Works effectively with diverse individuals, builds rapport, listens for understanding, and develops others.
• Operational Effectiveness: Makes sound judgments, embraces new ideas for member experiences, follows budgeting policies, and strives for high-value member experiences.
• Personal Growth: Pursues self-development, embraces change, and maintains up-to-date knowledge and skills in technology.

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