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Senior Director - Customer Experience

This job is no longer available

Seattle, WA, USA
Full-time

YMCA of Greater Seattle is Hiring a Senior Director - Customer Experience to join our team!

YGS seeks a dynamic, mission-driven leader as its next Senior Director of Customer ExperienceWorking in collaboration with SVP/Chief Experience Officer, the Senior Director of Customer Experience is responsible for delivering on the integrated member and donor experience across the YGS Association and its branches and departments. This position will develop and lead the execution of the Association’s customer experience strategy – which includes members, donors and program participants. Responsibilities span across both customer experiences, employee training and readiness and internal team member systems/processes. Together with the SVP/CXO, the Senior Director will build the implementation plan for the customer experience roadmap and with the Experience Team be responsible for achieving membership growth, retention and satisfaction NPS (Net Promoter Score) goals. The Senior Director will be an attractor of talent and an excellent people manager, with proven skills in motivating, communicating, and influencing at all levels and in a multitude of environments.

Areas of Responsibility: 
  • Owns execution of the customer experience strategy including new member, donor and program participant, world-class customer service, development of One Y member engagement plans and touchpoint integration between digital and in branch.
  • Plans, communicates and implements tactics to advance the customer experience strategy and organizational aspirations for membership and best in class service.
  • Develops, leads and communicates UnifY sustainment and growth plans, including governance and accountability structures. Works collaboratively with program centers of excellence to ensure standardization and centralization decisions are supporting organizational goals of One Y and best-in-class experiences.
  • Provides strategic direction and leadership for the organization’s donor, volunteer and membership systems (ActiveNet, Raiser’s Edge, and Volunteer Matters) as well as the centralized staff, member, and donor support services.
  • In collaboration with the CXO, partners with operations to drive initiatives that will increase member retention and member/customer experience satisfaction.
  • Partners with Sr. Director, Digital to build customer requirements for ActiveNet, ActiveNet replacements or supplemental technology. Ensures ActiveNet and the Drupal CMS are working together to deliver a highly satisfying customer experience.
  • Plans, designs, communicates and implements Association-wide training plans for member engagement, member retention, customer service and database system use. Ensures best practices are developed and used for hiring, training, onboarding, and coaching member engagement staff of all levels.
  • Works collaboratively with operations to identify opportunities, develop and test member engagement initiatives and identify ancillary spending and cross selling. Leads the development of task forces and teams designed to drive execution, implementation and adoption of member/customer experience and retention strategies and tactics. Builds communication rhythm and accountability measures to effectively drive program delivery with branch membership teams.
  • Manages vendors and ensures vendors are meeting customer requirements. Ensures that all systems are highly satisfying for employees, program participants, members and .
  • In connection with Director of Research, analyzes and uses customer/market data to recommend tactics, drive accountability and build customer experience improvement plans and manage ONE Y Membership Engagement Plans.
  • Establishes, manages and monitors member engagement, customer experience, and retention goals. Guides direction of programs and initiatives and communicates results to branch management and senior leadership.
  • Works collaboratively with Learning and Development to identify and implement training needs which enhance engagement, onboarding and customer service skills.
  • Works collaboratively with Marketing, Communications and Digital to ensure members and participants are receiving information via the most effective channel.
  • Assists in developing and implementing Association Member Engagement and Onboarding communication and marketing plans and strategies.
  • In partnership with the CXO, develops and manages the engagement/retention budget/plan.
  • Identifies opportunities for efficiencies and One Y execution opportunities around membership experience and/or retention.
  • Other duties as assigned.
Educational Background: 
Bachelor's degree in business, psychology and/or marketing
Skills/Experience: 
  • Minimum ten years’ progressively responsible management experience in customer service, marketing or sales management with a demonstrated track record of success
  • Minimum of five years’ experience as a successful senior leader of a medium or large, urban, financially stable YMCA or comparable leadership experience
  • Demonstrated ability to understand changing market dynamics, translate them into short- and long-term actionable strategies, gain widespread support, and generate tactics necessary to ensure plans are realized
  • Recognized as being customer obsessed and has demonstrated experience building insight-driven plans/programs that result in improved member/customer satisfaction
  • Proven experience developing effective teams which deliver organization-wide services
  • History of measurable results for managing processes, people and tools to support strategic business priorities
  • Proven experience in delivering innovative customer and/or stakeholder-facing technology
  • Has a desire to build world-class customer experiences
  • Experience working effectively within a matrix, mission-oriented, and diverse business environment

Organization Info

YMCA of the USA

Overview
Headquarters: 
Chicago, IL, United States
Annual Budget : 
$100-500M
Founded: 
1983
About Us
Mission: 

The YMCA mission is: To put Christian principles into practice through programs that build healthy spirit, mind and body for all. YMCA of the USA (Y-USA) is the national resource office for the Y, one of the nation's leading nonprofits strengthening communities through youth development, healthy living and social responsibility. Across the U.S., 2,700 Ys engage 22 million men, women and children – of all ages, incomes and backgrounds – to nurture the potential of children and teens, improve the nation's health and well-being and provide opportunities to give back and support neighbors. Anchored in more than 10,000 communities, the Y has the longstanding relationships and physical presence needed not just to promise, but also to deliver, lasting personal and social change.

Programs: 
  1. YOUTH DEVELOPMENT: Nurturing the potential of children and teens
  2. HEALTHY LIVING: Improving the nation’s health and well-being
  3. SOCIAL RESPONSIBILITY: Giving back and providing support to neighbors

Listing Stats

Post Date: 
Sep 30 2019
Active Until: 
Oct 30 2019
Hiring Organization: 
YMCA of the USA
industry: 
Nonprofit