Member Experience Director

YMCA of Greater Kansas City • Kansas City, KS

117d • $44,000 - $47,000

About The Position

The Member Experience Director at the Providence YMCA/Ball Family Center will design, lead, and model systems and practices that deliver extraordinary experiences for every member and participant. Emphasis is on the satisfaction of the member and participant’s overall experience from initial engagement and enrollment to continual connection with the appropriate staff, programs, services, and/or small communities. You’ll collaborate across teams to build a welcoming, relationship-based culture that helps individuals move from casual participation to active, committed engagement. This position is a key member of the center management team and the association membership & sales team. The Providence YMCA/Ball Family Center in Kansas City, Kansas provides life-strengthening opportunities for all ages. Fitness, youth and family activities, swimming, and volunteer engagement are just a few of the ways the Y is helping the community stay well in body, mind and spirit.

Requirements

• Bachelor’s degree from an accredited college or university or equivalent combination of education and experience is required.
• Three years’ experience in customer service, sales and marketing preferably in a membership setting.
• Two years’ experience with hiring, training, mentoring and supervising associates as well as guiding and monitoring associates teams.
• Proven track record with selling a product or service and meeting or exceeding sales goals.
• Demonstrated oral and written communication skills including negotiation, presentation skills and the ability to work effectively with a wide range of constituencies in a diverse community.
• Intermediate computer skills including experience utilizing email and working in a windows environment.
• Ability to create a culture of serving the members and associates within the center.
• Ability to analyze complex information and define and solve problems.
• Ability to inspire and motivate team members.
• Passion, enthusiasm and support for mission and values of the YMCA of Greater Kansas City.
• Ability to make administrative and procedural decisions and judgments on sensitive, confidential issues.

Responsibilities

• Directs the Membership, Engagement and Enrollment program to promote recruitment of new and retention of existing members.
• Organizes associates to support membership sales, development and retention goals.
• Identifies and resolves problem areas to ensure member satisfaction.
• Recruits, hires and leads welcome center team, assigned areas, and volunteers.
• Reviews and evaluates associates performance and develops strategies to motivate associates and achieve goals.
• Establish and implement on-boarding process for all new membership, engagement and enrollment associates.
• Train all associates on expected engagement, tour and enrollment expectations and on policies and procedures.
• Leads a culture of exceptional service by training and coaching staff in relationship building while working with the center teams to continually enhance member and participant experiences.
• Promotes membership and program enrollment in interactions with existing and potential members.
• Coordinates program registration, including logistics to support phone, walk-in and web registration.
• Reviews, tracks and evaluates membership and participant statistics including but not limited to phone calls, tours, sales and registrations.
• Creates and continually monitors systems that enable associates to successfully respond to the wants, needs and interests of members and participants.
• Manages new member prospects through: leads, tours, walk-ups, no joins, telephone inquiries, referrals, corporate wellness partners, guest passes, terminations, and prospects from campaigns.
• Achieve daily and weekly prospecting goals.
• Conduct member exit surveys. Review and report results.
• Partners with program directors to develop or enhance programs that meet the needs of members.
• Develops effective medium to communicate information to members.
• Maintains and updates information presented to the membership community within the facility.
• Serves as liaison to the Marketing and Communications team to ensure association marketing and public relations campaigns are coordinated.
• Assist in the planning and execution of special events and services such as health fairs, open houses, media events, membership drives and the annual Healthy Kids Day.
• Develops, manages, and monitors the membership operating budget to meet or exceed budget targets.
• Establishes a high-profile recognition plan that celebrates efforts and ability to engage, connect with, involve and support members/participants.
• Ensure attendance at community functions and events to promote the Y, including mission, programs and services.
• Participate in the association’s Annual Mission Campaign, Membership & Sales Team, Community Mission Board meetings and various center and association meetings and/or trainings.
• Work Welcome Center as required including evenings and weekends.

Benefits

• Comprehensive package, including health insurance and retirement.
• Paid time off to support work-life balance.
• Free YMCA household membership.
• Opportunities for professional growth and development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree