Located in sunny Florida, the Tampa Metropolitan Area YMCA offers an ideal location with beautiful weather affording a desirable setting for an active outdoor lifestyle year-round, is close to many beaches and theme parks, offers a low cost of living and Florida is one of very few states that has no state income tax. The Tampa Y 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. Learn more about the Tampa YMCA at www.tampaymca.org.
Great opportunity with the Tampa YMCA to join this dynamic, $34 million charity. We are seeking a proven, self-motivated, cause-driven professional to join our membership team. The Senior Membership Experience Director leads center membership staff in attracting, engaging and retaining members for a large center. 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.
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 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.
- 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 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.
- DFWP/EOE
The Tampa Metropolitan Area YMCA provides a progressive work environment with great benefits and a competitive salary; 12% employer-funded, fully vested retirement plan after two years of services; 403(b) savings plan; excellent, yet affordable health benefits including medical, dental, vision, life, and disability insurance; complimentary YMCA family membership with program discounts; generous paid time off package with a minimum of 27 days; and the ability to work with innovative, talented and diverse individuals driven by a 'best in class' philosophy with ongoing professional development opportunities. Florida, also known as the Sunshine State, has no state income tax!