Association Member & Corporate Volunteer Experience Director

WHO WE ARE:
Louisville is a vibrant city blending southern charm and urban sophistication, known for the Kentucky Derby, the Muhammad Ali Center, a thriving arts scene, and a growing food and bourbon culture. With historic neighborhoods, scenic parks, and warm hospitality, it offers a unique atmosphere for residents and visitors.    
The YMCA of Greater Louisville is dedicated to community well-being, providing wellness programs, childcare, youth sports, swim lessons, summer camps, and more across 10 locations. Committed to inclusivity, the Y ensures everyone has the opportunity to learn, grow, and thrive, promoting physical health, mental well-being, and a strong sense of community.

OUR CULTURE:
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.

POSITION SUMMARY: 
This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening the community through youth development, healthy living, and social responsibility.

The Association Member & Corporate Volunteer Experience Director is a pivotal leadership role responsible for ensuring that the Y provides an outstanding, world-class experience for every member, volunteer and staff. In this position, under the guidance and supervision of the Vice President of Member Experience, you will help lead and inspire teams to create lasting connections with members, foster a sense of belonging, and cultivate a culture of service excellence. As a key driver of member retention and growth, you will focus on recruiting new members and delivering exceptional, personalized experiences that keep them engaged, motivated, and committed to their Y journey. Your role will ensure a seamless onboarding process for new members while fostering long-term loyalty through continuous, personalized engagement and support. Through service-minded leadership, you will help guide the membership teams to deliver a seamless, positive experience at every touchpoint, ensuring that each member feels valued, supported, and a part of the Y community.

In addition to supporting membership retention and growth, this role will help manage our growing corporate membership program and work closely with partners to coordinate team-based volunteer opportunities that strengthen their connection to the Y’s mission and deepen community impact.

DESIRED OUTCOMES: 

• Increase member retention, improve member engagement and ensure members find value and satisfaction year after year.
• Help surpass membership growth targets, driving expansion beyond the current 34,000 member households and $24 million in membership revenue. 
• Increase Net Promoter Scores (NPS) by consistently delivering excellent member experiences, boosting loyalty and positive word-of-mouth.
• Foster a culture of service excellence where membership staff are empowered to provide top-tier experiences, resulting in higher satisfaction and reduced attrition.
• Increase participation in programs and events, encouraging deeper member engagement and a more well-rounded experience.
• Increase engagement of corporate members in volunteer initiatives, measured by number of volunteer events hosted and employee participation.
• Help develop skilled, motivated teams that build strong member relationships and deliver personalized service at every interaction.
• Promote continuous improvement by embracing new ideas and feedback to constantly evolve the member experience.

• Bachelor's degree in business administration, marketing or related field.
  5+ years of customer service, sales or related work experience, with knowledge of wellness and fitness preferred. 
• Strong leadership, management and collaboration skills.
• Excellent communications, time-management, decision-making and organizational skills.
• Strong self-starter and initiator, with passion for customer service and relationship building.
• Results-oriented leader able to execute effective sales and retention strategies that grows YMCA impact and builds member loyalty.
• High proficiency in Microsoft Office products (Word, Excel, PowerPoint, Outlook, etc.). 
• Previous experience with Daxko and/other customer relations management (CRM) software preferred.
• Use of data analytics to make informed decisions, drive strategies and tactics. Previous experience in preparing reports. 
• Must be able to work 40+ work week with some weekends and holidays. Ability to travel as needed.
• Previous experience working at a YMCA or other nonprofit is preferred, but not required.
• Must obtain YMCA-related trainings (CRP/First Aid, etc.) within 90 days of hire.

• Support in developing and executing a comprehensive member retention strategy focused on building long-term relationships, personalized onboarding, regular touchpoints, and proactive member recovery efforts.
• Help drive membership growth through the development and implementation of innovative new member recruitment plans and cross-promotional efforts. Partner with Marketing to develop a calendar of annual membership acquisition campaigns to ensure achievement of monthly membership revenue and unit goals. 
• Assist in leading training, coaching, and mentoring of membership staff, ensuring consistent service excellence and the implementation of best practices in empathy and member needs.
• Contribute to fostering a culture of excellence and accountability by engaging with membership teams, providing feedback, and promoting a service-oriented mindset.
• Help enhance the member experience by ensuring seamless, personalized interactions, from inquiries to renewals, and collaborate with branch leadership to engage members long-term.
• Support the development of member engagement strategies like wellness programs, social events, and community activities to keep members involved and connected.
• Assist in monitoring and analyzing member data to identify opportunities for improvement in retention and satisfaction, and contribute to action plans for improvement.
• Collaborate with Marketing to create a membership engagement calendar with ongoing communication, events, and appreciation efforts.
• Support the growth of membership by managing and expanding the corporate membership program, delivering high-quality, engaging experiences for corporate partners and their employees. 
• Coordinate volunteer engagement opportunities with corporate partners and branch leaders, helping them design meaningful, team-based volunteer projects that align with the YMCA mission.
• Support cross-department collaboration to effectively implement tools like Daxko Engage and other CRMs to drive retention and communication.
• Help champion the membership experience at all touchpoints, ensuring members feel valued and supported throughout their journey.
• Collaborate with business operations to ensure smooth processing of membership data, financial assistance, and other administrative functions.
• Support efforts to showcase the Y's impact through storytelling and member testimonials that emotionally connect with staff and members.
• Help foster an inclusive, caring environment that promotes diversity, equity, and inclusion, ensuring all members feel valued.
• Assist as an ambassador for the Y at community events, reinforcing the brand and mission with a focus on creating a sense of belonging.
• Foster innovation and resolve issues to ensure member satisfaction.