Member Experience Director

NATURE AND SCOPE:

Under the direction of the Executive Director, the Member Experience Director is primarily responsible for the design and implementation of a branch membership acquisition plan and member experience plan, in alignment with association initiatives. Successful implementation of defined engagement and acquisition plans will result in surpassing monthly new membership goals and increased member retention.

RESPONSIBILITIES (including, but not limited to):

• Develop and implement a member acquisition plan in alignment with branch budget goals and association initiatives. Acquisition plan defines specific weekly and long-term strategies to acquire new members.
• Develop and implement a member engagement plan that includes all departments within the YMCA branch. The engagement plan effectively defines weekly strategies implemented by the Member Experience Director, the membership department staff team, and other branch staff to establish a 1st in class experience for members.
• Implement a member retention strategy from a business operation perspective that ensures maximized connection to maintain their branch membership. This includes member engagement activities, programs, and special events.
• Effectively manage budgets; hold staff accountable for high-quality results using a formal process to measure progress.
• Recruit, hire, train, develop, schedule, supervise, and evaluate the member experience department and employees and volunteers.
• Reviews and evaluates staff performance.
• Develops strategies to motivate staff and achieve goals.
• Monitor progress towards branch’s goals by running and reviewing all necessary reports.
• Serve as a staff leader to the annual fundraising campaign “Why It Matters” and serve in a leadership role in special events.
• Coordinate marketing efforts to maximize enrollments and provide ongoing support to the Executive Director and Department Directors on related issues.
• Collaborate with the association key departments to lead, coordinate, and support implementation of key initiatives related to marketing, social media and communications, human resources, and financial development.
• Provide leadership to any defined board or volunteer initiatives for the branch.
• Serve in an active leadership role within the membership cabinet with high engagement.
• Develop and maintain collaborative relationships with community organizations.
• Manage the program, including developing and monitoring the program budget to meet fiscal objectives; compiling program statistics to monitor and evaluate the effectiveness of and participation in program; securing and scheduling the needed facilities; and creating and scheduling the classes, activities or events.

REQUIREMENTS:

• High School or GED and 4+ years people and/or program management experience OR a bachelor's degree and 2+ years of membership programming experience
• 1+ years of supervisory responsibilities
• Ability to effectively communicate and manage information to program participants, community leaders, and volunteers and staff of all ages
• Ability to establish, collaborate and maintain relationships with all stakeholders
• Proficient knowledge of computers, various technology, and applications
• Ability to handle multiple tasks, work independently, problem solve and possess effective time management skills
• Must be able to obtain within 30 days of hire, completion of Child Abuse Prevention, Working with Program Volunteers, CPR, First Aid, AED, and Bloodborne Pathogens training 

PREFERRED REQUIREMENTS:

• Bachelor's degree
• 5+ years of working membership experience
• 2+ years supervisory experience
• YMCA Team Leader certification
• Prior program and people management experience