Member Experience & Retention Leader

DeKalb Health; Wichita (KS); On-site; USD 90,000 - 120,000; Full time

Job summary

YMCA in Wichita, KS seeks a Director of Membership & Retention to develop and implement strategies increasing membership retention by engaging frontline staff within our Culture of Excellence model. Expect a ~50-hour workweek and a broad impact on staff and community.

You will lead with energy, train staff, and collaborate with the Metro office to support systems and processes across branches.

Qualifications

• 7+ years in customer service or hospitality senior-level management.
• 5 years’ experience implementing and managing culture defining standards.

Responsibilities

• Routinely work in all branches to evaluate service quality of Membership Service staff and Directors.
• Work alongside Marketing to support development of membership recruitment strategies aligning with member engagement.
• Continuous development and implementation of high-quality member engagement strategies through modeling and staff training.
• Lead Membership Cabinet to maintain consistency among branch Membership Directors and Metro support services.
• Provide ongoing development of Membership Directors for sustainable training and frontline staff management.
• Maintain the Membership Operations Manual with current processes and procedures for branch staff.
• Accountable for annual budget development, monthly budget monitoring, and budget achievement.
• Participate in Annual Campaign and events to help attain association goals.
• Adhere to boundary policies, training, reporting concerns, and sign-in/out procedures for child safety.

Skills

Customer service

Senior management

Education

4 Year Degree

Job description

YMCA in Wichita, KS seeks a Director of Membership & Retention to develop and implement strategies increasing membership retention by engaging frontline staff within our Culture of Excellence model. Expect a ~50-hour workweek and a broad impact on staff and community.

You will lead with energy, train staff, and collaborate with the Metro office to support systems and processes across branches.