Member Experience Director

YMCA of Northwest North Carolina • Statesville, NC

3d • $43,000 - $47,000 • Onsite

About The Position

The Director of Member Experience (Director) is responsible for providing an exceptional experience for all YMCA members that continuously improves. This role provides hands-on operational leadership and support for the Member Experience department, drives incremental growth in membership revenue and units, and boosts results of key performance indicators (including but not limited to retention rates, Y Greet, uFit, 50/50, promotion activation, NPS scores, member surveys, etc.). The Director will work collaboratively with all Y staff, in the spirit of One Y, to achieve success. As a leader, the incumbent will partner with staff across the Association to ensure that exceptional service delivery and sustainable growth is achieved. The ability to directly work with and support all levels of staff is a must. Though the Director will often work collaboratively with other Y staff, they will also work independently and are ultimately responsible for achieving positive results. The incumbent will be a self-starter, effectively manage resources, a hands-on leader, and a strategic thinker.

Requirements

• Bachelor’s degree from four-year college or university; or three years related experience and/or training; or equivalent combination of education and experience.
• Three or more years of sales, service marketing, business-to-business, or program management experience, in or outside of the YMCA.
• Ability to lead by influence is required.
• Strong communication and relationship-building skills.
• Teachable and proactively gains business acumen and expertise in area of focus.
• Quick learner and flexible in the execution of business process and tactics.
• High levels of stamina, motivation, and self-direction despite potentially long work days/weeks.
• Dependable emotional maturity and intelligence is required.
• Energetic, devoted, mission driven, team oriented individual.
• Strong interpersonal, organization and communication skills.
• Exemplifies a proactive, hands-on approach, as well as a professional work ethic.
• Ability to gather support from a wide array of staff to effectively execute on a common goal.
• Able to work well with others, lead, and follow in the continual improvements within both the Member Experience team and the Y itself.
• Ability to work a non-traditional schedule including nights and weekends.
• Ability to effectively relate to and communicate with diverse groups of people from all social and economic segments of the community.
• Must be able to utilize technology including the MS Office suite and basic computing, to more advanced applications such as web-based applications and customer relationship management software.

Nice To Haves

• Experience in the Y is a plus.
• Supervisory experience is a plus.
• YMCA Team Leader or Multi-Team/ Branch Leader certification preferred.
• Bilingual (English/Spanish) is a plus.

Responsibilities

• Creates a culture of service and growth mindset within the Member Experience (MX) department that makes delivering an exceptional experience to our members fun, rewarding, and consistent.
• Recruits, hires, trains, develops, holds accountable, and works hands-on with the MX team.
• Coaches up, develops, or removes staff who provide less than an exceptional experience or who do not achieve stated targets.
• Creates MX staff schedules to achieve optimal experience and ROI.
• Collaborates with supervisor, MX team leaders, and Branch Leaders to ensure that our expected high levels of member experience are achieved.
• Provides operational leadership and hands-on management of Kids Zone and related activities as part of the overall member experience.
• Establishes a warm, welcoming, and upbeat environment for members and guests that fosters a sense of belonging. This includes but is not limited to hello’s and good-bye’s, smiling faces, sincere voices, and friendly non-transactional conversations.
• Ensures that the MX team processes business transactions in a friendly, fast, and accurate manner.
• Equips MX team to connect members with additional YMCA programs and services that improve their connection to the Y and overall experience.
• Focuses MX team to move beyond the join to helping members achieve their goals. Goals may be related to fitness, health, social, family programming, etc.
• Collaborates with MX leadership team and other Y staff to ensure consistency of service and operations throughout the Association.
• Ensures that all interactions and communications are in the Y voice.
• Executes all membership promotions and initiatives with excellence and urgency.
• Achieves top and bottom line budget targets across assigned areas of responsibility.
• Ensures staffing expenses are in line with budget or produce an incremental ROI for the Y.
• Ensures that payroll and hours compliance is effectively managed across assigned branches.
• Ensures that critical budgeting components such as budget creation, forecasting, and variance analyses are completed accurately and on time.
• Provides consistent, self-starting, punctual, and reliable leadership at all times.
• Supports the Y by managing Association-wide MX and business functions as assigned.
• Continually learns and develops business acumen and knowledge of the YMCA.
• Ensures that Association best practices, internal guidelines, software/applications, and procedures are executed properly.
• Actively participates in meetings as needed to achieve outcomes.
• Assists with AIF, fundraising activities, or special events as directed by the supervisor.
• Responds to inquiries and complaints in a timely manner.
• Promotes our One Y philosophy by completing other duties as assigned.

Benefits

• Comprehensive health coverage, including medical, dental, and vision plans
• 12% employer-funded retirement plan upon meeting eligibility
• Up to 48 days of paid time off over vacation, holidays, and sick leave
• Employee household membership to facilities operated by the YMCA of Northwest North Carolina
• Discounts on programs throughout the association

What This Job Offers

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