Member Experience Director

YMCA of Greater New York; New York (NY); On-site; USD 63,000 - 77,000; Full time

Benefits offered by this job

retirement benefits

medical benefits

paid time off

free YMCA membership

Job summary

YMCA of Greater New York is seeking a Membership Experience Director for the Park Slope Armory YMCA to lead the Membership department and drive growth in memberships and revenue. You will coach staff, conduct tours, process registrations, and oversee retention, outreach, and branch marketing initiatives.

The role requires a strong background in membership sales, customer service supervision, and digital marketing analytics, with a focus on delivering exceptional member experiences in a

Qualifications

• Bachelor’s degree in business administration or related field required.
• 3–5 years in a member/customer service supervisory/management role required.
• Must be at least 21 years old.
• Knowledge of sales, new member acquisition, prospecting, and conversions.
• Knowledge of digital marketing and analytics.
• Excellent interpersonal and communication skills.

Responsibilities

• Monitor branch goals (units, revenue, collections, prospecting, conversions, retention) using data dashboards.
• Set daily goals and follow up with prospects to drive memberships.
• Supervise membership staff and coach performance; handle inquiries by phone and in person.
• Engage in external outreach and local branch marketing; maintain quality assurance systems.
• Participate in budgeting, revenue tracking, and annual planning; collaborate with Leadership and Branch leadership.

Skills

Sales & marketing

Customer service leadership

Communication

Digital marketing analytics

Team supervision

Education

Bachelor’s Degree in business administration or related field

Tools

Tableau

Microsoft Office

SEM/SEO

Job description

Salary: $70,000 Hourly

The YMCA of Greater New York is here for all New Yorkers — to empower youth, improve health, and strengthen community. Founded in 1852, today the Y serves a diverse population of more than half a million New Yorkers who learn, grow, and thrive through programs and services at our 24 branches. Community is the cornerstone of the Y. Together, we connect active, engaged New Yorkers to build stronger communities. To help fulfill our mission, we cultivate a culture of learning, leading, and collaboration to enhance community impact. Through our talented staff and “LEAP” career framework (Leadership, Empowerment, Accountability, Personal Growth), we are committed to a people‑first approach that fosters trust, inclusion, growth, and development for all.

The Park Slope Armory YMCA is seeking a Membership Experience Director who will provide supervision and leadership to the Membership department. Responsibilities include achieving membership unit and revenue targets by personally following up with prospects, giving tours, and selling memberships in accordance with the Y’s systems. The Member Experience Director will also be responsible for budget development and implementation, retention, member satisfaction, local branch marketing, external outreach, relationship building, creating quality assurance systems, strategic planning, and staff development. They will be responsible for an efficient internal and external membership operation, with the support of the Membership Coordinator, if applicable.

Key Responsibilities

Daily responsibilities

• Monitor progress towards the branch’s goals (units, revenue, collections, prospecting, conversions, and retention) by utilizing the Tableau dashboard to access data and review all necessary reports.
• Set daily goals in order to achieve long-range goals.
• Personally follow up with prospects (non-join tours, guest pass users, health fair participants, outreach prospects, etc.), give tours, and process memberships and registrations in the Y’s AS400 system.
• Check in with staff, observe their interaction with members, and provide coaching when needed.
• Hold membership staff accountable for handling membership inquiries by telephone and in person.
• Walk through the facility to spot-check cleanliness, maintenance, scheduling, and signage. Talk with members to obtain their feedback.

Bi-weekly responsibilities

• Attend staff meetings at the branch for director-level staff.
• Review expected credit card draft report – watch for projected shortfalls in revenue and respond accordingly.
• Follow up with canceled members to gain perspective on why they left the Y and attempt to retain them as members.

Monthly responsibilities

• Review the finance and tracking reports prepared by the Association Office’s Finance Department, look for trends, and plan accordingly.
• Post the prospect tracking spreadsheet to the shared drive.
• Post third-party payer utilization reports for payment and process payment when received.
• Calculate the conversion rates for prospects to sign up.
• Follow up according to the systems established for the new member Survey.
• Serve as the Branch liaison to the Association’s Membership Cabinet; attend and participate in all cabinet meetings.

Annual responsibilities

• Assist in fundraising efforts and annual sustaining campaigns with a focus on Members as Donors.
• In collaboration with the Membership Coordinator (if applicable), prepare and conduct annual performance reviews for staff.
• Work with the branch Business Manager in the Fall to prepare an annual budget, including table files.

Continuing responsibilities

• Establish systems and monitor adherence to membership policies, procedures, and standards.
• Recruit, hire, train, develop, evaluate, and supervise membership staff (Coordinator, Specialists, Member Experience Representatives).
• As appropriate, attend and participate in various branch and/or Association events and meetings.
• Attend training sessions, seminars, and conferences related to membership, including sales, prospecting, marketing, and retention training.

Respond to member and staff concerns (i.e., comment cards, walk-ins, calls, emails, etc.).

Community outreach for the purpose of developing prospects, including attending local health fairs and events.

Meet quarterly with the Aquatics, Youth & Family, and Property Directors to discuss the membership value proposition and evaluate needs and changes.

Volunteer committee work.

Uphold all Association policies and demonstrate core values of caring, honesty, respect, and responsibility.

Desired Skills & Experience

• Bachelor’s Degree in business administration or a related field, with a focus in sales and marketing, or equivalent work experience required.
• Three (3) - five (5) years in a member/customer service supervisory/management position required.
• Must be at least 21 years of age.
• Knowledge of sales, new member acquisition, prospecting, and conversions.
• Knowledge of digital marketing and analytics.
• Personal commitment to service and hospitality.
• Excellent interpersonal skills.
• Excellent written and oral communication skills.
• Computer literate.
• Working Knowledge of Microsoft Office, SEM/SEO, and social media outreach.
• Ability to work in a fast-paced environment.

Benefits

• retirement benefits
• medical benefits
• paid time off
• free YMCA membership

Benefit eligibility is determined by an individual’s employment status (i.e., full-time or part-time), tenure, and/or the number of hours scheduled to work.