Member Experience Director

Ymcadetroit; Mount Clemens (MI); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Free family membership

Flexible scheduling

Paid time off and holidays

Employee assistance program &退休 plan

Medical, dental, vision, life, and AD&

Job summary

Macomb Family YMCA in Mount Clemens, MI is seeking a proactive Member Experience Director to lead the member journey from onboarding to engagement. You will drive membership growth, coordinate health and wellness programs, and supervise a dynamic team to deliver exceptional service.

The role requires strong customer service, supervisory experience, and excellent communication. Ability to work early mornings, evenings, and weekends is expected, with a focus on creating a welcoming environment for

Qualifications

• Bachelor’s degree preferred or equivalent professional experience in business/customer service.
• Experience in customer service, preferably in a busy atmosphere, and typing knowledge.
• Strong organizational and communication skills, friendly, outgoing, accurate, neat, dependable, and a self-starter.
• Previous supervisory experience required

Responsibilities

• Oversee recruitment, interviews, hiring, supervision, and evaluation of membership experience team.
• Ensure staff are aware of YMCA programs, policies, procedures, and customer service skills.
• Conduct staff meetings and trainings.
• Oversee all aspects of membership sales, terminations, and exit interviews.
• Oversee Health and Wellness programs including Personal Training and Group Exercise.
• Promote program enrollment and coordinate registrations and marketing efforts.
• Oversee retention efforts including welcome communications and renewal notices.
• Ensure strong onboarding for new members.
• Develop and implement membership growth and retention goals.
• Supervise and manage department budget.

Skills

Customer service

Typing

Strong communication

Organizational skills

Supervisory experience

Education

Bachelor’s degree

Tools

Computer skills

Job description

Macomb Family YMCA, 10 North River Road, Mount Clemens, Michigan, United States of America

Job Description

Posted Monday, August 24, 2026 at 4:00 AM

The YMCA of Metropolitan Detroit is a non-profit organization dedicated to strengthening the foundation of community through youth development, healthy living, and social responsibility. Imagine going to work knowing that what you do each day positively affects the lives of the people in your community. Working at the Y, you’ll discover more than just a job—you’ll enjoy a career with the chance to make a lasting difference in the lives of those around you.

BE THE BEST PART OF SOMEONE’S DAY WITH A JOB AT THE Y!

Now Hiring at the Macomb Family YMCA

Member Experience Director is responsible for ensuring exceptional service and assistance to YMCA members, prospective members and guests through internal and external strategies. The Member Experience Director is heavily focused on direct member service, program and membership growth strategies and administrative responsibilities. The Member Experience Director facilitates regular sales and retention training for staff teams to help drive new membership, program participation and engagement around strategic initiatives. The Member Experience Director will also lead the Group Exercise and Personal Training programs. The member experience includes guiding members along their wellness journey at the YMCA.

YMCA Employee Benefits

• FREE Family Membership & Discounted Access to Programs
• Flexible Scheduling
• Family-friendly Work Environment
• Employee Assistance Program & Retirement Plan
• Paid Time Off and 10 Paid Holidays
• Medical, Dental, Vision, Life, and AD&D Insurance
• Short-term/Long-term Disability and Flexible Spending Account

ESSENTIAL FUNCTIONS:

• Oversee the recruitment, interviews, hiring, supervision, and evaluation of highly motivated and productive membership experience team. Provide support to staff as necessary.
• Ensure individual and staff awareness and understanding of YMCA programs and services, policies and procedures, and customer service and sales skills.
• Conduct staff meetings and trainings.
• Oversee all aspects of membership sales, terminations, and exit interviews.
• Oversee all aspects of Health and Wellness, including Personal Training, Group Exercise, and the Wellness Center.
• Promote program enrollment in interactions with existing and potential members. Coordinate program registration, including logistics to support phone, walk-in and web registration. Coordinate with marketing efforts to maximize enrollments and provide ongoing support to Program Directors.
• Oversee retention efforts including welcome letters, welcome phone calls and emails, termination letters, renewal notices, and termination follow up calls.
• Ensure new member onboarding is implemented at the highest level.
• Ensure current members feel valued and welcomed.
• Develop and implement annual membership growth and retention goals and objectives that include daily, weekly, and monthly plans.
• Supervise and manage the department budget.

Education/Experience/Training/Certifications

• Bachelor’s degree in related field preferred or equivalent professional experience in business/customer service required.
• Experience in customer service, preferably in a busy atmosphere, and typing knowledge
• Strong organizational and communication skills, friendly, outgoing, accurate, neat, dependable, and a self-starter.
• Previous supervisory experience required

Abilities & Skills

Must possess the ability to work calmly and effectively with difficult situations.

Must have strong computer skills and an aptitude to learn new technology. Exceptional phone and interpersonal skills are necessary for success.

Must be available to work early mornings, nights, weekends, and/or holidays with a minimum of one evening, one early morning, and one weekend per month.

Strong writing and verbal communication skills along with conceptual planning are required.

The YMCA of Metropolitan Detroit (“YMCA”) is an equal opportunity employer and seeks to be an inclusive and welcoming environment for all. The YMCA does not discriminate in recruitment, hiring or other terms or conditions of employment on the basis of race, color, gender, gender identity, sex, age, religion, national origin, genetic information, ethnicity, height, weight, marital status, sexual orientation, disability, military status or application or any other basis protected by state, federal or other applicable law.

The YMCA of Metropolitan Detroit is committed to ensuring the safety and well-being of children in our programs. We hold all staff, regardless of position, to the highest possible standards. We require all staff, regardless of position, to be screened regularly and sign a code of conduct. All staff will be monitored when interacting with
program participants. We take any inappropriate interactions between program
participants and with staff very seriously and will fully cooperate with
authorities in any case of abuse.

Macomb Family YMCA, 10 North River Road, Mount Clemens, Michigan, United States of America