Member Experience Director

YMCA of Metro Atlanta•Newnan, GA

About The Position

The Member Experience Director is responsible, under the direction of the Executive Director, for designing and implementing branch membership acquisition and member experience plans aligned with association initiatives. The position aims to exceed monthly new-membership goals and improve member retention by leading effective acquisition, engagement, and retention strategies. The director leads the member experience department, manages its budget and staff, and collaborates with branch and association teams on marketing, communications, fundraising, financial development, and other initiatives. The role also oversees program planning and administration, supports branch board and volunteer initiatives, and builds relationships with community organizations. This position is located at the Summit Family YMCA.

Requirements

High school diploma or GED and 4 or more years of people and/or program management experience, or a bachelor’s degree and 2 or more years of membership programming experience.
At least 1 year of supervisory responsibilities.
Ability to communicate and manage information effectively with program participants, community leaders, volunteers, and staff of all ages.
Ability to establish, collaborate on, and maintain relationships with stakeholders.
Proficient knowledge of computers, technology, and applications.
Ability to handle multiple tasks, work independently, solve problems, and manage time effectively.
Must complete Child Abuse Prevention, Working with Program Volunteers, CPR, First Aid, AED, and Bloodborne Pathogens training within 30 days of hire.
Must pass a pre-employment background check, including criminal record check, drug screening, motor vehicle record check, and reference check, according to company policy.
Must be legally eligible to work in the United States without current or future sponsorship.

Nice To Haves

Bachelor’s degree.
At least 5 years of working membership experience.
At least 2 years of supervisory experience.
YMCA Team Leader certification.
Prior program and people management experience.

Responsibilities

Develop and implement a member acquisition plan aligned with branch budget goals and association initiatives, including weekly and long-term strategies.
Develop and implement a member engagement plan involving all branch departments and defining weekly strategies to provide a high-quality member experience.
Implement a business-oriented member retention strategy through engagement activities, programs, and special events.
Manage budgets and hold staff accountable for high-quality results using a formal process to measure progress.
Recruit, hire, train, develop, schedule, supervise, and evaluate the member experience department’s employees and volunteers.
Review and evaluate staff performance.
Develop strategies to motivate staff and achieve goals.
Monitor progress toward branch goals by running and reviewing necessary reports.
Serve as a staff leader for the annual “Why It Matters” fundraising campaign and take a leadership role in special events.
Coordinate marketing efforts to maximize enrollments and support the Executive Director and Department Directors on related issues.
Collaborate with association departments to lead, coordinate, and support initiatives related to marketing, social media and communications, human resources, and financial development.
Provide leadership for defined branch board or volunteer initiatives.
Participate in an active leadership role within the membership cabinet.
Develop and maintain collaborative relationships with community organizations.
Manage the program, including developing and monitoring its budget, compiling statistics to evaluate effectiveness and participation, securing and scheduling facilities, and creating and scheduling classes, activities, or events.