Under the direction of the Branch Executive Director, the Member Engagement Director is accountable for the strategic vision and day-to-day operations of the Membership and Health & Wellness Departments, and dedicated to the advancement of membership at the McGaw YMCA. This position develops strategies to support increased membership, to include acquisition of new members, member engagement, and member retention. The Director is responsible for providing outstanding service to and building relationships with members, residents, program participants, and guests, in accordance with the Staff Promise, association guidelines, procedures, and initiatives. Engages and builds collaborative relationships with community organizations. This position is part of the lead team of directors and works to achieve the strategic goals and objectives of the McGaw YMCA.
This position requires an individual with very strong relationship building and leadership skills, accountable for total operating revenue of over $4 million, with over 12,000 members and participants being served annually, and indirectly supporting over 100 employees. This position requires an individual with a deep commitment to diversity and inclusion; access and equity.
- Works with Branch Director in developing operation objectives and strategic direction for membership growth
- Responsible for oversight of new member acquisition – tours, membership sales, scholarship assignment, creating a culture of a welcoming environment for all, and training/development of Membership and Health & Wellness staff in these areas
- Collaborates across departments in the association to develop strategies for member engagement and retention
- Creates and maintains collaborative relationships with various community organizations
- Reports on new member joins, tour conversions, membership promotions and member cancellations - analyzes statistical data to create strategic plans around acquisition and retention
- Recruits, hires, trains, develops, coaches and leads personnel and volunteers. Reviews and evaluates staff performance. Develops strategies to motivate staff, create a welcoming environment for all, and achieve department goals
- Develops annual department operation budgets and capital budgets, analyzes monthly financial reports compared to budget and addresses variances to budget to meet association goals
- Leads and supports Membership Manager, Health & Wellness Manager and Beidler Center Manager to ensure consistent customer service and processes that support the association’s strategic goals
- Analyzes various data to address opportunities to improve procedures and processes, including SEER surveys, YMCA Exchange, and other YUSA resources
- Develops and implements activities designed to increase member satisfaction and retention, with a goal of meeting or exceeding national benchmarks
- Utilizes software programs (MindBody, CCC, Paycom) to reach goals
- A minimum of 5 years of supervisory experience in customer service, YMCA experience preferred
- Strong interpersonal skills and the ability to effectively interact with a diverse population are required
- This position requires the ability to motivate and support leadership staff
- Excellent written and oral communication skills, highly organized and able to multi-task
- Proficient in Microsoft Office, ability to learn various software systems to support daily operations
- Bilingual English/Spanish preferred
Salary: $54,000.00 - $66,000.00