Member Experience Director

Goldsboro Family YMCA•Goldsboro, NC

7d•$45,000 - $55,000

About The Position

Under the supervision of the Associate Executive Director, the Member Experience Director will supervise and manage the Member Experience Team (MES) as well as Healthy Living staff. They are responsible for a coordinated, welcoming experience at the Welcome Center, Wellness Floor, Fitness Centers and Gym. Drives all membership and program registration for the Goldsboro Family YMCA. They will work to strengthen relationships among members through engagement strategies and by strengthening our volunteer culture that aligns with the YMCA. They are responsible for managing those functions in accordance with the stated mission, goals, and policies established by the administrative staff, governing committees, and the Board of Directors of the YMCA.

Requirements

Bachelor’s degree in related field preferred and/or 1-2 years of related experience in management and customer service.
Demonstrated experience in creating and strengthening relationships and small communities.
Demonstrated experience in Membership and/or Healthy Living programming and personnel development.
Ability to effectively manage staff, programs, and department schedules.
Excellent oral, public speaking and written communication skills.
Requires a positive attitude, high level of initiative and professionalism, and enjoy working in and creating a strong team environment.
Demonstrate initiative, effectively prioritize, and possess strong organizational skills.
Ability to relate effectively to diverse groups of people from all various demographic segments of the community.
CPR, Oxygen, and First Aid certifications.
Some weekends and evening and early morning hours required.

Nice To Haves

Multi-lingual desired but not required.

Responsibilities

Models relationship-building skills in all interactions with members, staff, participants and community organizations.
Builds positive relationships with members by serving needs and concerns and taking the initiative in providing excellent customer service.
Demonstrates an ability to personally engage and train staff in healthy conflict resolution, emergency management and problem solving.
Provides leadership, development, vision setting, and continual quality improvement of day-to-day and ongoing operations of the Healthy Living and MES staff to ensure all members are greeted warmly and supported effectively during their visit. This includes regular evaluation of the environment, member engagement, and the staffing of Group Fitness, Personal Training, Child Watch and Welcome Center.
Coordinates with Y leadership team to oversee the implementation of the membership development processes, including marketing, tours, sales, connection, engagement and retention goals.
Understands all program offerings, pricing, business policies and procedures, and registration methods necessary to complete a customer transaction in the database.
Identifies, evaluates, and assists in the implementation of process improvements and changes.
Responsible for the process and the set-up of programs and events in the operating software
Supervises the implementation and assessment of member and program participant engagement, information service, program registration, building positive relationships with members by serving needs and concerns, and providing excellent customer service.
Drives marketing and attendance in Personal Training, Small Group Training, Group Fitness classes.
Develops strategies and plans to increase member and participant satisfaction as measured in key performance indicators (KPI)
Responsible for onboarding and developing all MES, Child Watch, Personal Trainers, Group Fitness and other Healthy Living staff for success.
Maintains regular, clear, and concise communication within area of responsibility.
Plans and leads monthly team meetings ensuring all Healthy Living and Membership programs and staff are aligned.
Manages monthly staff schedules and replacement of staff in emergency situations.
Personally provides direct service as needed.
Maintains a flexible work schedule providing direct service as an MES including opening, evening and weekends as needed.
Assists with the YMCA Annual Campaign through recruiting volunteers and meeting annual fundraising goals as assigned.
Assists in developing and managing assigned budget areas.
Performs other duties and responsibilities as assigned by supervisor.