Member Experience Director

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 the planning, coordination, administration of all membership retention efforts. The Member Experience Director is responsible for ensuring exceptional service and assistance to YMCA members, prospective members and guests through internal and external strategies. This position is heavily focused on direct member service, program and membership growth strategies and administrative responsibilities. The Member Experience Director facilitates regular sales and retention training for staff teams to help drive new membership, program participation and engagement around strategic initiatives. In addition to these responsibilities, the Member Experience Director is charged with the development of member recruitment and satisfaction. This position ensures that an analytical and performance-measurement perspective is integrated fully into the design, implementation and review of all membership activities.

POSITION EXPECTATIONS:

Must meet expectations to maintain a healthy branch membership.
Improve member experience daily with help from branch leadership team.
Make sure every new member is on-boarded and introduced to YMCA programs.

ESSENTIAL FUNCTIONS:

Oversee the recruitment, interviews, hiring, supervision, and evaluation of highly motivated and productive membership experience team.  Provide support to staff as necessary.
Ensure individual and staff awareness and understanding of YMCA programs and services, policies and procedures, and customer service and sales skills.
Conduct staff meetings and trainings.
Oversee all aspects of membership sales, terminations, and exit interviews.
Oversee retention efforts including welcome letters, welcome phone calls and emails, termination letters, renewal notices, and termination follow up calls.
Ensure new member onboarding is implemented at the highest level.
Ensure current members feel valued and welcomed.
Develop and implement annual membership growth and retention goals and objectives that include daily, weekly, and monthly plans.
Supervise and manage the department budget.
Implement membership strategies that support recruitment of new members and retention of existing members. Create an inclusive, member-focused culture and model relationship-building skills in all interactions.
Facilitate the high quality implementation of member onboarding programs and their necessary connection points. Support oversight of retention efforts including welcome letters, welcome phone calls and emails, termination letters, renewal notices, NSF processes and termination follow up calls.
Personally leads the member experience by working at the welcome center during prime time and other times as needed or directed by the business needs or association expectations.
Support special events, presentations, seminars, and membership promotions at the Y and in the surrounding community. Be proactive in organizing member engagement functions. Manage events calendar to ensure robust communication and impactful activities.
Promote program enrollment in interactions with existing and potential members. Coordinate program registration, including logistics to support phone, walk-in and web registration. Coordinate with marketing efforts to maximize enrollments and provide ongoing support to Program Directors.
Oversee the Welcome Center and work closely with the Welcome Center team to train, coach, educate and support, resulting in both excellent service delivery and a high quality staff experience.
Ensure proper implementation of and compliance with Welcome Center business procedures, in collaboration with Business Office Manager and other leaders.
Facilitate robust communication and provide leadership to Welcome Center staff regarding all program updates, changes, facility issues, etc.
Maintain familiarity with all YMCA programs and functions.
Work a flexible schedule that may include a rotation of evenings, weekends and/or holidays.
Play an active role in annual campaign efforts and positioning the Y as a cause driven organization.
Participate in the YMCA leadership team to ensure branch strategic priorities are met. Attend staff meetings, trainings and participate in strategic initiatives.

YMCA COMPETENCIES (Leader):

Mission Advancement: Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.
Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.
Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.
Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. 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.

QUALIFICATIONS:

Bachelor’s degree in related field preferred or equivalent professional experience in business/customer service required.
Must have the ability to relate to a wide variety of individuals and have a can-do, proactive attitude with a willingness to help where ever needed.
Must possess the ability to follow through on requests, meet deadlines, manage multiple priorities, and provide the highest level of customer service.
Must be self-directed, innovative and creative person.
Requires a quality work balance with the ability to expedite projects efficiently is necessary.
Must be available to work a weekly schedule that meets the needs of the YMCA branch, even if this falls outside of “normal” business hours.
Must possess the ability to work calmly and effectively with difficult situations.
Must have a mix of relationship-building skills with technical knowledge.
Must have strong computer skills and an aptitude to learn new technology. Exceptional phone and interpersonal skills are necessary for success.
Must be available to work early mornings, nights, weekends, and/or holidays with a minimum of one evening, one early morning, and one weekend per month.
Strong writing and verbal communication skills along with conceptual planning are required.

Click HERE to apply.  Hiring Manager, Douglas Edwards – Executive Director; dedwards@ymcadetroit.org