Membership Experience Director

Duluth YMCA • Duluth, MN

1d

About The Position

The Member Experience Director supports all aspects of membership for the Y, including recruitment of new members, retention of existing members, and supervision of assigned staff. The Director develops, plans, and implements new procedures and methods to achieve strategic goals that are defined in conjunction with the Branch Executive, Y leadership team, and Lake Superior YMCA community members and guests.  The Director will create and maintain relationships with local businesses and organizations, government agencies, and community leaders.  

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger, beginning with you.

Requirements

• Bachelor’s Degree or equivalent in fields related to business or hospitality.
• Five (5) years of managing a customer service department.
• Previous customer service, sales, or related experience; ability to multi-task in person and within programs on a computer.
• Excellent interpersonal and problem-solving skills; detail oriented.
• CPR/First Aid and AED certified. Training can be provided upon hire and must be obtained within 60 days. Higher levels of certification are accepted.
• Experience helping and serving people from diverse socioeconomic segments of the surrounding communities.
• Commitment of supporting principles of equal opportunity and affirmative action to achieve a diverse work environment.

Nice To Haves

• Master’s degree or equivalent in related field.
• Related work experience in a YMCA or similar nonprofit organizations.

Responsibilities

• Implement membership strategies that support recruitment of new members and retention of existing members.
• Create and maintain a member service desk that is welcoming, high energy, and has a mission of delivering excellent customer service.
• Recruit, hire, train, develop, schedule, and direct member service representatives and volunteers.
• Review and evaluate staff performance.
• Develop strategies to motivate staff and achieve goals.
• Establish new program activities and expand programs within the community in accordance with strategic and operating plans.
• Assist in the marketing and distribution of program information; may organize and schedule program registrations. Review and process membership and program scholarship applications.
• Develop and maintain collaborative relationships with community organizations.
• Develop and monitor program budget to meet fiscal objectives.
• Assist in Y fundraising activities and special events.
• Model relationship-building skills (including Listen First) in all interactions. Respond to all member and community inquiries and complaints in a timely manner.
• Assist with membership and program committee meetings.
• Learn and utilize Y software for member services and programming needs 
• Fosters an inclusive environment appreciative of differences in the workplace. Meaningfully participate in and lead efforts to support the Y’s commitment to equity and diversity.

Benefits

• Retirement accounts (You can contribute at any time, but the Y will contribute 12% after two years of service with 1,000 hours in each of the two years)
• Medical, Dental, Vision, and Life Insurance Plans
• Access to a MNsure Navigator
• Medical and Dependent Flexible Spending Accounts available
• Long and Short-Term Disability Coverage
• Employee assistance program
• Complimentary nationwide 2 adult family membership to the Y
• Discounts on programs, summer camps, YMCA Camp Miller
• Paid time off (About 120 hours/year and starting with 40 hours)
• Paid parental leave
• Subscription to the Calm app
• Bereavement leave
• Paid holidays
• Team member referral program
• Employee engagement and appreciation activities
• Growth and development opportunities
• Free parking
• Leadership certification and related training offered and encouraged

What This Job Offers

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