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We are The Y, an association that values, and is made stronger by, its diverse people.
Job Description
The Member Experience Director provides support to the Customer Relations Specialist (CRS) team, as well as the Branch Executive Director, by providing leadership and training to CRS positions and ensuring that all strategies and initiatives created by the membership leadership team are implemented in a consistent and welcoming manner to provide a high level of customer service to everyone who comes into the facility and will focus on developing high-quality, innovative programs that will grow the local impact, multiply the Y mission and engage more youth and families in YMCA programs. This position will provide support to staff and role model the expected behaviors to create a culture that impacts member experience and retention.
Qualifications
- Minimum age of 21.
- Previous customer service, sales, or related experience.
- Excellent interpersonal and problem-solving.
- Ability to relate effectively to diverse groups of people from all community social and economic segments.
- Strong knowledge of computers and software, including Microsoft Office and Salesforce or similar software.
- CPR, First Aid, AED Certification, and Blood Borne Pathogens training obtained within association expectations timeframe.
- Bilingual-English and Spanish- preferred.
Essential Functions
- Oversees and ensures proper implementation of front desk procedures and suggests updates and ways to improve procedures and communication efforts.
- Manages, directs, and coordinates youth and family programs and special events for their assigned location(s).
- Recruits, hires, trains, develops, schedules, and directs personnel and volunteers as needed. Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals.
- Manages and ensures completion of all required trainings for self and staff in Training Home, in addition to any required in-person trainings.
- Ensures high-quality programs and establishes new program activities.
- Expands programming within the communities in accordance with strategic and operating plans.
- Works with branch leadership teams to coordinate programming efforts to support family engagement and provide a high-quality family experience for members.
- Helps set goals for the membership staff to encourage membership growth and retention, and teamwork.
- Develops and maintains relationships with community partners, school administration, parent groups, and other organizations. Responds to all parent, member, and community inquiries in a timely manner.
- Assists in the marketing and distribution of program information, and may organize and schedule program
- Other reports and duties as assigned by the Branch Executive Director.