Director of Member Engagement & Retention

YMCA of the USA; Wichita (KS); On-site; USD 90,000 - 120,000; Full time

Job summary

The YMCA of the USA is seeking a Director of Membership & Retention to lead strategies that boost member retention by engaging frontline staff through our Culture of Excellence model. You will model exemplary behavior in branches, train staff, and collaborate with the Metro office to strengthen systems.

The role anticipates a 50-hour work week and travel to multiple branches as needed. Ideal candidates hold a Bachelor’s degree (Master’s preferred) with at least 7 years in customer

Qualifications

• Bachelor’s degree required, master’s degree preferred.
• A minimum of 7 years of relevant work experience in customer service and/or hospitality senior-level management.
• Minimum 5 years’ experience implementing and managing culture-defining standards.

Responsibilities

• Routinely work in all association branches to evaluate service quality of branch-level Membership Service Associates and Membership Directors. Ensuring standards are in place and adhered to while observing trends among staff and members.
• Work alongside Marketing to support the development of membership recruitment strategies that align with current member engagement.
• Continuous development and implementation of relevant, high-quality member engagement strategies through modeling and training staff.
• Lead Membership Cabinet to support, direct and maintain consistency among branch-level Membership Department Directors and Metro support services.
• Provide ongoing development of Membership Directors for sustainable training and management of frontline staff.
• Maintain the Membership Operations Manual with current and new processes and procedures for use by branch staff.
• Accountable for annual budget development, monthly budget monitoring, and achievement of budget.
• Actively participate in the Annual Campaign and events to help attain association goal.
• Child Abuse Prevention - Responsible for adhering to boundary policies, attending required training, reporting concerns, following mandated reporting policy, fulfilling job-specific responsibilities such as maintaining and securing unused areas, and ensuring proper sign-in/out procedures.

Education

Bachelor’s degree

Master’s degree

7+ years customer service/hospitality senior-level management

5+ years culture-defining standards

Job description

The YMCA of the USA is seeking a Director of Membership & Retention to lead strategies that boost member retention by engaging frontline staff through our Culture of Excellence model. You will model exemplary behavior in branches, train staff, and collaborate with the Metro office to strengthen systems.

The role anticipates a 50-hour work week and travel to multiple branches as needed. Ideal candidates hold a Bachelor’s degree (Master’s preferred) with at least 7 years in customer