Member Experience Director

YMCA
Salary
$43,888.00
How to Apply
Apply Online
Resumes Accepted Until
BE THE BEST PART OF SOMEONE’S DAY WITH A JOB AT THE Y! Now Hiring Member Experience Director at the Downriver Family YMCA
Job Description

The Member Experience Director will be responsible for ensuring exceptional service and assistance to YMCA members, prospective members and guests through internal and external strategies. The Member Experience Director is heavily focused on direct member service, program and membership growth strategies and administrative responsibilities. The Member Experience Director will lead the Group Exercise, Personal Training, and Wellness Center Programs. In addition to these responsibilities, the Member Experience Director is charged with the development of member recruitment and satisfaction. 

Qualifications

  • Bachelor’s degree in related field preferred or equivalent professional experience in business/customer service required. 
  • Experience in customer service, preferably in a busy atmosphere, and typing knowledge
  • Strong organizational and communication skills, friendly, outgoing, accurate, neat, dependable, and a self-starter.
  • Previous supervisory experience required
Essential Functions
  • Oversee the recruitment of a highly motivated and productive membership experience team. Provide support to staff as necessary by Conducting staff meetings and training and Oversee all aspects of membership sales, terminations, including exit interviews.
  • 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. 
  • Provides oversight to all aspects of Health and Wellness, including Personal Training, Group Exercise, and the Wellness Center.
  • Oversee member retention efforts including welcome letters, welcome phone calls and emails, termination letters, renewal notices, and termination follow up calls.
  • Supervise and manage the departmental budgets.
  • Participate in the YMCA leadership team to ensure branch strategic priorities are met. Attend staff meetings, training and participate in strategic initiatives.
Cause-Driven Leadership Competencies

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.