Under the direction of the Executive Vice President/COO, the Senior Member Experience Director provides senior level leadership and direction for the development and execution of comprehensive member retention and member engagement strategies with the goal of increasing overall membership revenue and member satisfaction. The candidate is a strategist whose expertise lies in leading strategic internal and external business process and onboarding activities to drive business success while positioning the YMCA of Greater Rochester as a cause-driven organization. The Senior Member Experience Director develops and implements the membership development, satisfaction and retention plan for the YMCA of Greater Rochester, ensuring consistency and integrity of the Y Brand in all communications and activities
Areas of Responsibility:
- Develop the strategy to support and enable branches to create the best possible experience for our members. Provide the vision and resources that drive member satisfaction, recruitment and retention.
- Support the COO, senior management team, board and other Association leadership with counsel, guidance and collaboration on business development strategies and strategic goals which refine our membership model in order to maximize our potential for growth, increase revenue, enhance membership retention and satisfaction and improve program quality, fidelity and participation.
- Help members pursue a path of membership, philanthropy and volunteerism.
- Drive member loyalty and create opportunities for member engagement and satisfaction.
- Work with the Vice President of Marketing & Communications to develop successful marketing strategies and to leverage social media and technology to connect with our members, employing the appropriate platforms and tactics by demographics which allow a connection with the community to ensure the demand for programs and services match identified needs and that solutions will have a sustainable and lasting impact.
- Responsible for all systems, content, processes and policy creation relating to increased membership revenue, retention and satisfaction.
- Ensure ongoing audits and site visits and consistency in the way we serve new and existing members. Routinely collect, manage and interpret membership data, including weekly and monthly trending reporting for all branches.
- Collect and analyze data to inform/revise the strategic direction of both branch and Association work.
- Monitor and understand trends in the fitness and hospitality industries as they relate to Association activities.
- Analyze prospecting activity and provide targeted strategy to increase membership and participation. Analyze current member needs to help inform health and wellness and youth and community development priorities.
- Act as liaison/main contact for current and new Community Health Partners including UR Medicine and Corporate Membership Partners.
- Act as liaison/main contact for all technology issues and ensure consistency in the delivery of services to our members.
Educational Background:
A bachelor's degree
Skills/Experience:
- This position requires seven years of professional experience in member retention and engagement [and sales] with a demonstrated history of supervising professional staff.
- The candidate should be able to research, recommend and implement strategies that drive the businesses of the organization, resulting in increased membership revenue, member retention and satisfaction and increased program enrollment.
- The individual must possess the ability to work independently without close oversight, but also be a team player who will productively engage with others at varying levels of seniority within and outside the YMCA of Greater Rochester.
- The individual must manage multiple tasks and projects at a time.
- The candidate must possess excellent written and verbal skills, the ability to effectively speak in public and to represent the YMCA brand in a professional and appealing manner to all prospective members, donors, volunteers, staff, and in the community.
- The candidate should increase the visibility and enhance the positive image of the YMCA of Greater Rochester in key areas relating to increased membership revenue, retention and satisfaction through efficient and effective application of a broad range of broadcast, print, interactive and Internet social media tools.
Compensation/Benefits:
Salary: $49,078.00 - $51,000.00
Job Function:
Organization Info
Listing Stats
Post Date:
Jan 15 2018
Active Until:
Feb 15 2018
Hiring Organization:
YMCA of the USA
industry:
Nonprofit