Member Experience Director

YMCA Detroit•Mount Clemens, MI

1d•Onsite

About The Position

Under the guidance of the Branch Executive Director, the Member Experience Director is responsible for ensuring exceptional service and assistance to YMCA members, prospective members and guests through internal and external strategies. The Member Experience Director is heavily focused 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. The Member Experience Director will also lead the Group Exercise and Personal Training programs. The member experience includes guiding members along their wellness journey at the YMCA.

Requirements

Bachelor’s degree in related field preferred or equivalent professional experience in business/customer service required.
Experience in customer service, preferably in a busy atmosphere, and typing knowledge
Strong organizational and communication skills, friendly, outgoing, accurate, neat, dependable, and a self-starter.
Previous supervisory experience required
Must possess the ability to work calmly and effectively with difficult situations.
Must have strong computer skills and an aptitude to learn new technology.
Exceptional phone and interpersonal skills are necessary for success.
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.
Strong writing and verbal communication skills along with conceptual planning are required.

Responsibilities

Oversee the recruitment, interviews, hiring, supervision, and evaluation of 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 all aspects of Health and Wellness, including Personal Training, Group Exercise, and the Wellness Center.
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 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.