Member Experience Director

YMCA Detroit•Royal Oak, MI

About The Position

Under the guidance of the Associate Executive Director, the Member Experience Director supports all aspects of a high-quality YMCA user experience. With the “member experience” as the foundation of this role, the Member Experience Director is responsible for planning, coordinating, and administering all membership retention efforts. The Member Experience Director is responsible for ensuring exceptional service and assistance to YMCA members, prospective members, and guests through internal and external strategies. This position heavily focuses on direct member service, program, and membership growth strategies and administrative responsibilities. The Member Experience Director facilitates regular sales and retention training for staff teams to help drive new membership, program participation, and engagement around strategic initiatives. In addition to these responsibilities, the Member Experience Director is charged with the development of member recruitment and satisfaction. This position ensures that an analytical and performance-measurement perspective is integrated fully into the design, implementation, and review of all membership activities.

Requirements

Bachelor’s degree in a related field preferred or equivalent professional experience in business/customer service required.
Must be a self-directed, innovative, and creative person. Requires a quality work balance with the ability to expedite projects efficiently is necessary.
Must be available to work a weekly schedule that meets the needs of the YMCA branch, even if this falls outside of “normal” business hours.
Must be available to work early mornings, nights, weekends, and/or holidays with a minimum of one evening, one early morning, and one weekend per month.
Must have the ability to relate to a wide variety of individuals and have a can-do, proactive attitude with a willingness to help wherever needed.
Must possess the ability to follow through on requests, meet deadlines, manage multiple priorities, and provide the highest level of customer service.
Must possess the ability to work calmly and effectively in difficult situations.
Must have a mix of relationship-building skills with technical knowledge.
Must have strong computer skills and an aptitude to learn new technology. Exceptional phone and interpersonal skills are necessary for success.
Strong writing and verbal communication skills along with conceptual planning are required.

Responsibilities

Oversee the recruitment, interviews, hiring, supervision, and evaluation of a highly motivated and productive membership experience team. Provide support to staff as necessary.
Ensure individual and staff awareness and understanding of YMCA programs and services, policies and procedures, and customer service and sales skills. Conduct staff meetings and trainings.
Oversee all aspects of membership sales, terminations, and exit interviews.
Oversee retention efforts including welcome letters, welcome phone calls and emails, termination letters, renewal notices, and termination follow-up calls.
Ensure new member onboarding is implemented at the highest level.
Ensure current members feel valued and welcomed.
Develop and implement annual membership growth and retention goals and objectives that include daily, weekly, and monthly plans.
Supervise and manage the department budget.
Implement membership strategies that support recruitment of new members and retention of existing members. Create an inclusive, member-focused culture and model relationship-building skills in all interactions. Facilitate the high-quality implementation of member onboarding programs and their necessary connection points. Support oversight of retention efforts including welcome letters, welcome phone calls and emails, termination letters, renewal notices, NSF processes, and termination follow-up calls.
Personally leads the member experience by working at the welcome center during prime time and other times as needed or directed by the business needs or association expectations.
Support special events, presentations, seminars, and membership promotions at the Y and in the surrounding community. Be proactive in organizing member engagement functions. Manage events calendar to ensure robust communication and impactful activities.
Promote program enrollment in interactions with existing and potential members. Coordinate program registration, including logistics to support phone, walk-in, and web registration. Coordinate with marketing efforts to maximize enrollments and provide ongoing support to Program Directors.
Oversee the Welcome Center and work closely with the Welcome Center team to train, coach, educate, and support, resulting in both excellent service delivery and a high-quality staff experience.
Ensure proper implementation of and compliance with Welcome Center business procedures, in collaboration with Business Office Manager and other leaders.
Facilitate robust communication and provide leadership to Welcome Center staff regarding all program updates, changes, facility issues, etc.
Work a flexible schedule that may include a rotation of evenings, weekends, and/or holidays.
Play an active role in annual campaign efforts and position the Y as a cause-driven organization.
Participate in the YMCA leadership team to ensure branch strategic priorities are met. Attend staff meetings, and trainings and participate in strategic initiatives.