Member Engagement and Wellness Director

The Member and Wellness Engagement Director promotes a positive, professional, and welcoming atmosphere by providing excellent customer service and exemplifying YMCA values. This position is responsible for engaging members of all ages through programming initiatives, relationship development, and staff oversight to ensure a high-quality member experience. The Director ultimately oversees wellness operations through direct supervision of the Wellness Coordinator, focusing on strategic direction, program quality, and member retention.

• Bachelor’s degree in related field preferred or equivalent combination of education and experience.
• Previous supervisory experience in customer service preferred.
• Excellent personal computer skills and experience with standard business software.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Demonstrated customer service orientation with the ability to develop and maintain effective relationships across departments and with donors and volunteers.
• Flexibility to support time-sensitive functions of program and/or service activities (such as special events).
• Successful completion of background and Child Abuse and Neglect screening.
• Acquire and maintain the following certifications within 30 days of start date via YMCA, American Red Cross,
  • American Heart Association, and American Health and Safety Institute (ASHI):
  • First Aid/CPR/AED (valid 2 years unless otherwise noted)
• Complete required online training modules prior to start date and annually thereafter.

1. Member Experience and Engagement

• Create a member-focused, welcoming, and safe culture where all feel a sense of belonging, modeling relationship-building skills in all interactions.
• Foster a climate of innovation and problem-solving to ensure member satisfaction.
• Implement membership strategies to support recruitment of new members and retention of existing members.

2. Staff Recruitment and Development

• Recruit, hire, train, develop, schedule, and direct personnel and volunteers as needed.
• Provide direct oversight and support to the Wellness Coordinator, who supervises daily wellness staff and operations.
• Review and evaluate staff performance, develop strategies to motivate staff, and achieve goals.

3. Programming and Innovation

• Develop, implement, and grow innovative programming to enhance the member experience, particularly for families, seniors, and adults.
• Promote programming and membership enrollment, coordinating program registration logistics for phone, walk-in, and web registration.
• Collaborate with the Youth and Aquatics Program Director on initiatives such as Summer Day Camp, the 7th-grade membership initiative, and enrichment programming

4. Wellness Program Oversight

• Provide leadership and strategic direction for wellness programs, ensuring alignment with YMCA goals and member needs.
• Supervise and support the Wellness Coordinator, who manages daily wellness operations, staff scheduling, and program delivery.
• Monitor program quality, outcomes, and member satisfaction, providing coaching and resources to the Wellness Coordinator as needed.
• Ensure effective promotion of wellness initiatives, risk reduction, and evidence-based chronic disease management strategies.
• Oversee the development of new member orientation and fitness program onboarding, with implementation led by the Wellness Coordinator.
• Integrate wellness programming into broader member and family engagement efforts to promote a holistic approach to health.

5. Marketing and Community Outreach

• Support marketing efforts for all programs and coordinate with the Association Marketing Department.
• Partner with community organizations to implement health strategies and represent the YMCA at community events.

6. Operational Oversight

• Oversee Child Watch staff and operations, including facilitating monthly Kids Night Out events.
• Ensure proper implementation of front desk procedures and adherence to business systems, cash handling, and technology standards.
• Maintain high standards of cleanliness and presentation in member spaces, offices, and storage areas.
• Attend all leadership team meetings, Membership Engagement and Childcare cabinets, board meetings, and other required activities.

7. Financial Management

• Participate in the planning of the annual budget and manage the approved budget for membership/wellness and family programming.
• Monitor and manage program payments and ensure collection of program fees prior to program start.

8. Campaign and Leadership

• Assist with the Annual Campaign and empower staff to participate actively.

9. Member and Staff Interaction

• Be visibly involved with members, volunteers, and staff in a positive, friendly manner, demonstrating YMCA core values.
• Be present and available for programs, including nights and weekends.

10. Compliance and Risk Management

• Ensure compliance with risk management, quality standards, child abuse, and safety policies for all program areas.
• Adhere to policies related to boundaries with children and teens, attend required abuse risk management training annually, and report any suspicious or inappropriate behaviors.
• Follow employee and volunteer screening requirements and use screening instruments to screen for abuse risk.
• Provide ongoing supervision and training related to abuse risk and give staff regular feedback regarding boundaries with children and teens.
• Require employees and volunteers to adhere to policies and procedures related to abuse risk.