Membership Experience Director

Lake Superior YMCA • Hermantown, MN

12d • $45,000 - $50,000 • Hybrid

About The Position

The Member Experience Director supports all aspects of membership for the Y, including recruitment of new members, retention of existing members, and supervision of assigned staff. The Director develops, plans, and implements new procedures and methods to achieve strategic goals that are defined in conjunction with the Branch Executive, Y leadership team, and Lake Superior YMCA community members and guests. The Director will create and maintain relationships with local businesses and organizations, government agencies, and community leaders.

Requirements

• Bachelor’s Degree or equivalent in fields related to business, hospitality, or equivalent related field.
• Five (5) years of managing a customer service department.
• Previous customer service, sales, or related experience; ability to multi-task in person and within programs on a computer.
• Excellent interpersonal and problem-solving skills; detail oriented.
• CPR/First Aid and AED certified. Training can be provided upon hire and must be obtained within 60 days. Higher levels of certification are accepted.
• Experience helping and serving people from diverse socioeconomic segments of the surrounding communities.
• Commitment of supporting principles of equal opportunity and affirmative action to achieve a diverse work environment.
• The Director will need to successfully pass a background check.

Nice To Haves

• Master’s degree or equivalent in related field.
• Related work experience in a YMCA or similar nonprofit organizations.

Responsibilities

• Implement membership strategies that support recruitment of new members and retention of existing members.
• Create and maintain a member service desk that is welcoming, high energy, and has a mission of delivering excellent customer service.
• Recruit, hire, train, develop, schedule, and direct member service representatives and volunteers.
• Review and evaluate staff performance.
• Develop strategies to motivate staff and achieve goals.
• Oversee existing member engagement programming, establish new member engagement activities, and expand programs within the community in accordance with strategic and operating plans.
• Assist in the marketing and distribution of program information; may organize and schedule program registrations.
• Review and process membership and program scholarship applications.
• Develop and maintain collaborative relationships with community organizations and corporate partnerships.
• Develop and monitor program budget to meet fiscal objectives.
• Oversee branch wide events including the EWC Block Party, Chuck-A-Puck, and SCRABBLE events.
• Assist in other Y fund raising activities and special events.
• Model relationship-building skills (including Listen First) in all interactions.
• Respond to all member and community inquiries and complaints in a timely manner.
• Learn and utilize Y software for member services and programming needs.
• Fosters an inclusive environment appreciative of differences in the workplace.
• Oversee building rentals, birthday party rentals, and subsequent billing.
• Meaningfully participate in and lead efforts to support the Y’s commitment to equity and diversity.
• Provide customer service to diverse populations.
• Utilize a Listen First model of relationship-building skills.
• Coach, mentor, and provide direction to member services staff.
• Provide inclusive, servant leadership styles to member services staff and Y members and guests.
• Creatively market Y messages in the member services area for greatest impact to members and guests.
• Provide direct customer support when staff are unable to assist at the member services area.
• Problem solves the needs of members and guests to ensure a successful and safe Y environment.
• Ensure confidentiality pertaining to background information on members and guests.

Benefits

• Retirement accounts (You can contribute at any time, but the Y will contribute 12% after two years of service with 1,000 hours in each of the two years)
• Medical, Dental, Vision, and Life Insurance Plans
• Access to a MNsure Navigator
• Medical and Dependent Flexible Spending Accounts available
• Long and Short-Term Disability Coverage
• Employee assistance program
• Complimentary nationwide 2 adult family membership to the Y
• Discounts on programs, summer camps, YMCA Camp Miller
• Paid time off (About 120 hours/year and starting with 40 hours)
• Paid parental leave
• Subscription to the Calm app
• Bereavement leave
• Paid holidays
• Team member referral program
• Employee engagement and appreciation activities
• Growth and development opportunities
• Free parking
• Leadership certification and related training offered and encouraged

What This Job Offers

• Job Type: Full-time
• Career Level: Manager