Senior Member Experience Director

Duluth YMCA•Duluth, MN

About The Position

The Senior Member Experience Director provides strategic leadership for all aspects of membership across YMCA branches, while providing direct oversight for the Downtown branch, including recruitment of new members, retention of existing members, build relationships with local businesses and organizations, 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 Executives, Y leadership team, and the Lake Superior YMCA community members and guests. 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.
Must be able to pass a background check.

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 across Superior, Downtown, Grand Marais, and Hermantown locations.
Create and maintain a member service desk at the Downtown branch that is welcoming, high energy, and has a mission of delivering excellent customer service.
Collaborate with Directors to recruit, hire, train, develop, schedule, and direct member service representatives and volunteers at multiple locations.
Review and evaluate staff performance across Superior, Downtown, Grand Marais, and Hermantown locations.
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 local businesses, community organizations, and government agencies.
Develop and monitor association-level program budgets to meet fiscal objectives, as well as meet or exceed Downtown Branch’s budget.
Provides strategic leadership in Y fund raising activities and special events across Superior, Downtown, Grand Marais, and Hermantown locations.
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