Member Experience Director (Bedford-Stuyvesant YMCA)

YMCA of Greater New York•Brooklyn, NY

4d•Onsite

About The Position

The YMCA of Greater New York is seeking a Membership Experience Director for the Bedford-Stuyvesant YMCA. This role provides supervision and leadership to the Membership department, focusing on achieving membership unit and revenue targets through direct prospect follow-up, tours, and sales. The position also involves budget development, retention strategies, member satisfaction, local marketing, external outreach, relationship building, quality assurance, strategic planning, and staff development to ensure an efficient membership operation.

Requirements

Bachelor’s Degree in business administration or a related field, with a focus in sales and marketing, or equivalent work experience required.
Three (3) to five (5) years in a member/customer service supervisory/management position required.
Must be at least 21 years of age.
Knowledge of sales, new member acquisition, prospecting, and conversions.
Knowledge of digital marketing and analytics.
Personal commitment to service and hospitality.
Excellent interpersonal skills.
Excellent written and oral communication skills.
Computer literate.
Working Knowledge of Microsoft Office, SEM/SEO, and social media outreach.
Ability to work in a fast-paced environment.

Responsibilities

Monitor progress towards branch goals (units, revenue, collections, prospecting, conversions, retention) using Tableau dashboard and reports.
Set daily goals to achieve long-range objectives.
Follow up with prospects, give tours, and process memberships and registrations.
Check in with staff, observe interactions, and provide coaching.
Hold membership staff accountable for handling inquiries.
Walk through the facility to check cleanliness, maintenance, scheduling, and signage.
Talk with members to obtain feedback.
Attend director-level staff meetings.
Review credit card draft reports for revenue shortfalls and respond.
Follow up with canceled members to understand reasons for leaving and attempt retention.
Review finance and tracking reports, identify trends, and plan accordingly.
Post prospect tracking spreadsheets and third-party payer utilization reports.
Calculate prospect conversion rates.
Follow up on new member surveys.
Serve as Branch liaison to the Association’s Membership Cabinet.
Develop and execute local marketing strategies, including digital mediums.
Research and respond to industry trends.
Prepare for membership campaigns (staff schedules, communications, open houses, outreach).
Prepare and facilitate membership staff meetings.
Meet with other directors (Healthy Lifestyles, Youth & Family, Teen) to grow membership.
Assist in fundraising efforts and annual sustaining campaigns.
Prepare and conduct annual performance reviews for staff.
Prepare an annual budget.
Establish and monitor adherence to membership policies and procedures.
Recruit, hire, train, develop, evaluate, and supervise membership staff.
Attend branch and/or Association events and meetings.
Attend training sessions, seminars, and conferences related to membership.
Respond to member and staff concerns.
Conduct community outreach for prospect development.
Meet quarterly with other directors to discuss membership value proposition and evaluate needs.
Participate in volunteer committee work.
Uphold Association policies and demonstrate core values.