This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living, and social responsibility. The Experience Director for the YMCA of Metro Denver stewards the Y's cause, promoting and protecting the brand and reputation as a global, inclusive organization within the community. The Experience Director oversees the member and staff experience and assigned areas of the operation, creating a positive experience within the center for all.
Areas of Responsibility:
- Develops and directs high-quality member engagement strategies and programs which support branch and association goals and strategies.
- Recruit, train and manage a team of Member Experience Associates that excel in a fast-paced environment.
- Maintain an efficient, cohesive and highly functional YMCA Wellness Center that also ensures the team is meeting high standard of member service.
- Ensure effective collaboration and coordination with the YMCA’s administrative departments to achieve department and organizational goals.
- Create memorable and personalized experiences for YMCA members and participants by guiding them through cause driven tours and engagement strategies.
- Respond to member inquiries and ensure that high standards are upheld by the team.
- Ensure member appointments are completed to build a customized member wellness plan.
- Consistently seek ways to improve member experience by designing and implementing efficiency improvement initiatives.
- Handle customer experience escalations, ensuring the best possible experience for all customers.
- In collaboration with other department leaders, create and maintain a team schedule to provide coverage for all necessary duties and classes.
- Collaborate across departments on special projects in order management, inventory, merchandising, and risk management.
- Collaborate and communicate with Membership Sales, Community Integrated, Aquatics and Youth Development to ensure high-quality membership experience.
- Implement policies and procedures to ensure smooth business operation.
- Effectively communicate community benefit and the Y’s impact for all stakeholders (e.g., staff, volunteers, members, community leaders) develops positive working and collaborative relationships with other organizations, businesses, and governmental entities.
- Compiles data and reports on the effectiveness of the Wellness Center.
Educational Background:
Bachelor's degree in human services, recreation, business or a related field, or equivalent, preferred.
Skills/Experience:
- 5+ years of management experience, preferably in a YMCA or other nonprofit agency.
- Ability to direct assigned operations including volunteer development, supervision of staff, development and monitoring of budgets, marketing, and public relations, and program development.
- Prefer knowledge of, and previous experience with, diverse populations.
- Strong fiscal management skills that ensure business growth and sustainability.
- Ability to establish and maintain collaborations with community organizations.
- Ability to be highly collaborative with other executives and leaders to achieve organizational goals
- Commitment to shared accountability, teamwork, and creative leadership.
- Understanding of the nature and purpose of the YMCA and the respective roles of volunteers and staff.
- Must be able to work flexible hours including evenings, weekends, and holidays in accordance with center volume and events.
- BLS/AED/O2 and First Aid certifications required within 30 days of hire.
Compensation/Benefits:
Salary: $50,000.00 - $60,000.00
Job Function:
Organization Info
Listing Stats
Post Date:
May 9 2019
Active Until:
Jun 9 2019
Hiring Organization:
YMCA of the USA
industry:
Nonprofit