Senior Membership Experience Director

YMCA of the Virginia Peninsulas • Yorktown, VA

15d

About The Position

Imagine being part of one of the most respected human services organizations in the world—a place where your work positively influences the lives of others, a place where you thrive in a values-based environment, a place where you are building a better future for yourself and your community.
General Function:
Under the supervision of the Senior Executive of Membership and Wellness, and in harmony with the mission and purpose of the established policies and goals of the YMCA of the Virginia Peninsulas, the Senior Membership Experience Director is accountable for driving membership acquisition, engagement, and retention. The incumbent will provide direction and enthusiasm in the development, retention and promotion of membership in the region and within the Y. With an emphasis on ensuring the highest quality service to members and guests, the Senior Membership Experience Director will work closely with other leaders in efforts to welcome, connect, support, and engage all members.

Requirements

• Bachelor’s Degree in a related field preferred.
• Ability to interact with people from all ethnic backgrounds, ages, and lifestyles.
• Working knowledge of computers and experience with a variety of software applications.
• Ability to lead a team, of both professional and front line, to generate results.
• Must possess good written and verbal communication skills.
• Strong supervisory skills and the ability to problem solve required.
• Certification in CPR/First Aid/AED/O2 required within 60 days of hire.
• Complete and maintain required trainings to include: New Employee Orientation (NEO), Bloodborne Pathogens, Child Abuse Prevention (CAP), and Sexual Harassment.
• Satisfactory completion of a criminal background check and Child Protective Services check.
• Ability to read, analyze and interpret documents.
• Ability to respond effectively to inquiries or complaints.
• Ability to apply mathematical concepts to practical situations. Must be able to apply mathematical operations to such tasks as budget preparation and program planning.
• Ability to reason and define difficult problems with limited direction as to means and results.
• Ability to meet the physical demands of this position, which include mobility for travel to conferences, touring facilities, properties and participating in promotional and special events sponsored by the Association.
• Ability to coordinate and plan events effectively.

Responsibilities

• Develops and implements annual membership growth (net) and retention goals and objectives to include monthly and weekly action plans.
• Drives membership enrollment including meeting/exceeding net and revenue goals.
• Identify, document, and follow up with prospects to convert to members.
• Gives prospect tours and coaches staff through effective tour techniques.
• Reviews and monitors enrollment key performance indicators to measure goals, membership inquiries, appointments, tours, follow-up calls, closing ratios, etc.
• Owns member/guest experience ensuring satisfaction and engagement. Works with other association and center leadership to ensure members receive the best experience.
• Defines and supports the member journey and touchpoints.
• Collaborates with marketing on web and/or social media communications and engagement.
• Plans, organizes, and attends community events as part of awareness and recruitment strategy.
• Plans, organizes, and implements member services and community special events.
• Develops and/or coordinates special events, presentations, seminars, and membership promotions with the YMCA and the community.
• Identifies and develops community opportunities for corporate memberships and collaboration, stimulating membership sales.
• Promotes Financial Assistance program to membership to ensure those in need can participate in the YMCA. Evaluates and approve all Financial Assistance Applications.
• Prepares and administers annual membership budget, making revisions as necessary to meet or exceed budget guidelines.
• Runs key performance indicators weekly, or as otherwise defined, relative to the member experience. Works with Membership Experience Executive and center leadership staff to increase performance in KPI-identified areas.
• Leads team through daily business and administrative functions as it pertains to membership, including but not limiting to membership reporting, collection, sales, and cash handling in adherence to the YMCA policies and procedures.
• Collaborates with Center Services accounting team and others to ensure seamless processing of member transactions and administration.
• Leads team to ensure member accounts and other administrative tasks are up-to-date and accurate.
• Oversees the center’s daily work through closeouts, end of days, and daily bank deposits.
• Hires, develops motivates and retains a committed Membership team passionate about the YMCA’s mission and service to members.
• Provide direct leadership of assigned Membership Experience Directors, Coordinators, and front line membership staff.
• Holds regular one-on-one meetings with all staff members to learn about, gauge satisfaction, and provide career development coaching/training.
• Holds regular department staff meetings to train, coach, role-play, and provide updates on center and association-initiatives.
• Completes all job-related, supervisory, and other trainings as required.
• Ensures all members, guests, and program participants are in a safe environment and actively follow branch Emergency Operations Plan (EOP).
• Actively participates in center leadership activities (to include Supervisor on Duty and occasional special events) as determined by the Senior Executive of Membership & Wellness.

Benefits

• Excellent benefits, including 12% retirement upon meeting the requirements of the National YMCA Retirement Fund.
• 65% employee paid health/dental insurance, FSA, $25,000 Life/AD&D policy, vacation and sick leave.
• Includes YMCA Family Membership.

What This Job Offers

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