The Tampa Metropolitan Area YMCA is a ‘4-star’ Charity Navigator and Guidestar ‘Gold’ rated non-profit charitable organization for youth development, healthy living and social responsibility. Join a cause-driven association with a focus on nurturing the potential of every child and teen, improving the nation’s health and well-being and providing opportunities to give back and support our neighbors.
Great opportunity with the Tampa YMCA to join this dynamic, $33 million charity. We are seeking a proven, self-motivated, cause-driven professional to join our membership team. The Membership Experience Director leads center membership staff in attracting, engaging and retaining members. This includes driving a superior member experience, increasing membership enrollment, and enhancing membership connection/engagement, thereby increasing membership and program satisfaction and retention. This position ensures that membership administration operates efficiently and employs a continuous improvement model to meet and/or exceed goals for satisfaction, membership mix and budgeted net membership revenue.
This position will oversee membership at our North Tampa Bob Sierra center, located in the Carrollwood area of Tampa, FL.
Membership Enrollment
- Drives membership enrollment including meeting/exceeding revenue goals (net) for new and existing membership and optimizes the center(s)’ membership mix to grow revenue and improve the member experience. This includes:
- Collaborating with the Membership Experience Executive, association marketing team and center leadership teams to execute enrollment and marketing plans for the center.
- Overseeing the identification and follow-up on opportunities to increase membership and converts prospects to members.
- Leveraging marketing resources and drives frequent/regular community, web and social media communications and engagement.
- Providing tours to prospective members.
Membership Engagement and Retention
- Increases member connection and commitment to YMCA programs and services ensuring the member experience is consistent, integrated and aligned to YMCA goals including:
- Gathers data about member satisfaction and interests to ensure connection to programs, services, and other members.
- Collaborates regularly with center leadership, program operations, and other related teams to ensure the member experience is consistent, integrated and aligned with member needs.
- Oversees new and returning member orientation to ensure effective onboarding to include wellness and program teams.
- Implements relationship development strategies to increase membership engagement and retention.
Membership Administration and Welcome Center Operations
- Provides leadership to welcome center operations and administration to ensure best in class membership experience.
- Supervises/coaches s Membership Experience Coordinator and ensures welcome center operations align with member experience, member acquisition, and member administration goals.
- Generates and/or analyzes membership, enrollment, and revenue reports to monitor and report on achievement of membership goals.
- Ensures adherence to all YMCA policies and procedures regarding the safety, health and welfare of members, program participants, guests and staff.
Team Leadership
- Leads Membership Experience Coordinator to hire, develop, motivate and retain a team of membership associates committed to the YMCA’s mission and Promise.
- Supervises/coaches Family Activities Coordinator to deliver quality youth/family programming creating increased member value in the areas of Kid/Youth Zones, family activities, social events, maintenance of the center's family calendar, and regular contact with members to grow family participation.
- Advocates for association-wide practices and is a source for innovative ways to grow the membership experience, base, and practices.
- Provides collaborative leadership and guidance to peers through association-wide membership meetings, direct one-on-one best practice sharing with peers both in and outside the center.
- Develops and monitors staff member development plans and training opportunities that promote career growth within the Y.
- Completes all job related, supervisory and other trainings as required.
- Minimum of four years of experience in a high volume, relationship-driven sales environment with at least two years of supervisory experience preferred.
- Highly motivated with the consistent ability to meet/exceed goals.
- Self-driven with the ability to set effective team and individual goals and take ownership for results.
- Demonstrated ability to multi-task and adapt to changing contexts and priorities.
- Strong analytical and critical-thinking skills with the ability to identify and leverage relevant data to use in planning and decision-making.
- Ability to understand, adapt to and interact with diverse people, teams, perspectives and cultures.
- Successful completion of cognitive and behavioral assessments, background screening and drug test. First Aid, CPR, AED and 02 obtained within first 30 days of employment and then maintained throughout employment.
- This position requires a valid driver license and may require frequent local travel.
Salary: $47,476.00 - $52,000.00