The Downtown YMCA is hiring a Membership Experience Director to supervise all aspects of membership including retention, sales, and appreciation. Emphasis shall be on maintaining the highest level of customer service as well as the overall process of selling, connecting and promoting relationships based on membership. This person must possess computer skills, experience in developing and implementing programs, experience in customer service, knowledge in hiring, training and supervision of staff, good verbal and written communication skills, problem solving, and an orientation for membership sales and promotion. The Member Experience Director must be friendly, outgoing, creative and flexible with leadership, management and organizational skills. They will also participate as part of the Branch Management Team and maintain a professional manner with members, staff, volunteers and the community.
Member Experience and Retention:
- Coordinate branch specific events and incentives in order to build retention and increase member experiences.
- Work with Senior Branch staff to meet branch and Association goals for member acquisition and retention.
- Assist Branch Marketing in internal/external marketing strategies and production of material to promote internal/external member experience and retention.
- Liaison for internal and external member needs/concerns.
- Work scheduled hours in program area, MOD, and Connectivity during peak hours, minimum 20 hours/week modeling a commitment to excellence.
Supervise and Develop Staff
- Develop, implement, and sustain a branch specific member experience training program.
- Recruit, train and supervise all aspects of part-time staff.
- Assist staff in identifying productive and creative roles for leadership candidates and growth.
- Ensure staff compliance with Association requirements and standards
- Ensure payroll records are accurately inputted for part-time staff.
Financial Development
- Develop relationships with internal/external members to secure financial development success.
- Provide training and equip staff with tools to better communicate our cause.
- Provide support in annual giving efforts to increase the participation percentage of our membership base.
- Assist staff leadership team in reaching campaign goals through recruiting campaigners, making personal asks and supporting branch events.
Fiscal Accountability and Administration
- Work with Executive Director to develop and monitor department budget specifically related to part-time staffing, inventory and supplies.
- Utilize Daxko, membership system, to monitor resources and revenue lines.
- Provide support related to administration functions for department and branch needs as required.
- Must be at least 21 years of age
- Three or more years of program management experience, preferably in a YMCA or other not-for-profit agency
- Ability to direct programs through supervision of volunteers and staff, development and monitoring of budgets, marketing and public relations, program development and fund-raising
- Prefer knowledge of, and previous experience with, diverse populations
- Ability to establish and maintain collaborations with community organization
- YMCA Team Leader or Multi-team/Branch Leader certification preferred
- Demonstrated skills and experience in customer service, public relations, organizational skills, communications, and supervision
- Experience in the field of sales, customer relations, and marketing
- Experience in office/administrative support and computer knowledge
- Demonstrated professionalism in both attitude and appearance
- Excellent written and oral communication skills
$42,000.00 - $47,000.00