Membership Experience Director

Lake Superior YMCA•Superior, WI

9d•$45,000 - $50,000

About The Position

The Member Experience Director supports all aspects of YMCA membership, including recruiting new members, retaining current members, and supervising assigned staff. Working with the Branch Executive, YMCA leadership team, and community members and guests, the Director develops and implements procedures and methods to meet strategic goals. The role also builds and maintains relationships with local businesses, organizations, government agencies, and community leaders. The Director leads membership services and engagement, supervises and develops staff and volunteers, supports programs and events, manages budgets and rentals, and helps ensure a welcoming, inclusive, and safe experience for members and guests. The role generally works Monday through Friday during daytime hours, with possible extended hours and weekend availability based on staff, membership, and facility needs. Travel is primarily local during the business day, with some out-of-area and overnight travel possible.

Requirements

Bachelor’s degree or equivalent in business, hospitality, or a related field.
Five years of experience managing a customer service department.
Previous customer service, sales, or related experience.
Ability to multitask in person and within computer programs.
Excellent interpersonal and problem-solving skills, with attention to detail.
CPR, First Aid, and AED certification; training may be provided upon hire, and certification must be obtained within 60 days. Higher certification levels are accepted.
Experience helping and serving people from diverse socioeconomic segments of surrounding communities.
Commitment to equal opportunity and affirmative action principles in support of a diverse work environment.
Successful completion of a background check.

Nice To Haves

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

Responsibilities

Implement membership strategies to recruit new members and retain existing members.
Create and maintain a welcoming, high-energy member service desk focused on excellent customer service.
Recruit, hire, train, develop, schedule, direct, and evaluate member service representatives and volunteers.
Develop staff motivation strategies and coach, mentor, and guide member services staff.
Oversee current member engagement programming, establish new engagement activities, and expand community programs in line with strategic and operating plans.
Assist with marketing and distributing program information and may organize and schedule program registrations.
Review and process membership and program scholarship applications.
Develop and maintain collaborative relationships with community organizations and corporate partners.
Develop and monitor program budgets to meet fiscal objectives.
Oversee branch-wide events, including the EWC Block Party, Chuck-A-Puck, and SCRABBLE events, and assist with fundraising activities and special events.
Model relationship-building skills, respond promptly to member and community inquiries and complaints, and use a Listen First approach.
Learn and use YMCA software for member services and programming.
Foster an inclusive workplace that appreciates differences and lead efforts supporting the YMCA's commitment to equity and diversity.
Oversee building and birthday party rentals and associated billing.
Provide customer service to diverse populations and direct customer support when staff cannot assist.
Market YMCA messages creatively in the member services area.
Problem-solve member and guest needs to support a successful and safe YMCA environment.
Maintain confidentiality regarding background information about members and guests.
Help ensure member services and lobby areas are clean, uncluttered, and safe.

Benefits

Retirement accounts; the YMCA contributes 12% after two years of service with 1,000 hours worked in each of the two years.
Medical, dental, vision, and life insurance plans.
Access to a MNsure Navigator.
Medical and dependent flexible spending accounts.
Long- and short-term disability coverage.
Employee assistance program.
Complimentary nationwide membership for two adults and a family at the YMCA.
Discounts on programs, summer camps, and YMCA Camp Miller.
Paid time off, about 120 hours per year, 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.