Membership Experience Director

YMCA; Smithfield (VA); Hybrid; USD 60,000 - 85,000; Full time

Job summary

YMCA of the Virginia Peninsulas seeks a Membership Experience Director to drive member acquisition, engagement, and retention at assigned centers. You will lead a team to welcome, connect, and engage members, guests and staff with a focus on high-quality service and community impact.

You will develop membership strategies, oversee tours, coach staff, and collaborate with marketing to promote events and Guardian programs to ensure accessibility for those in need.

Qualifications

• Bachelor’s degree preferred.
• Minimum two years of supervisory experience.
• Ability to interact with people from diverse backgrounds.
• Working knowledge of computers and various software.
• Good written and verbal communication skills.
• CERT: CPR/First Aid/AED/O2 required within 60 days of hire.
• Complete required trainings: NEO, Bloodborne Pathogens, CAP, Sexual Harassment.
• Background and CPS checks required.

Responsibilities

• Supports YMCA mission, vision and goals.
• Leads with character values and strengthens community.
• Promotes fundraising including Annual and Capital Campaigns.
• Develops annual membership growth and retention plans.
• Drives enrollment to meet revenue goals.
• Coaches staff and conducts prospect tours.
• Owns member/guest experience and KPI monitoring.
• Collaborates on member journey, marketing and events.

Skills

Supervisory experience

Communication skills

Customer service focus

Computer literacy

CPR/First Aid/AED/O2 certification

Education

Bachelor’s Degree in a related field

Tools

Microsoft Office

Job description

General Function:

Under the supervision of the Membership Experience Executive, and in harmony with the mission and purpose of the established policies and goals of the YMCA of the Virginia Peninsulas, the Membership Experience Director is accountable for driving membership acquisition, engagement, and retention at assigned center(s). The incumbent will provide direction and enthusiasm in the development, retention and promotion of membership in the community and within the Y. With an emphasis on ensuring the highest quality service to members and guests, the Membership Experience Director will work closely with other center leaders in efforts to welcome, connect, support, and engage all members, guests, and staff.

Qualifications:

1. Bachelor’s Degree in a related field preferred.
2. Must have minimum two (2) years’ supervisory experience.
3. Must have ability to interact with people from all ethnic backgrounds, ages, and lifestyles.
4. Must have working knowledge of computers and experience with a variety of software applications.
5. Must possess good written and verbal communication skills.
6. Certification in CPR/First Aid/AED/O2 required within 60 days of hire.
7. Complete and maintain required trainings to include: New Employee Orientation (NEO), Bloodborne Pathogens, Child Abuse Prevention (CAP), and Sexual Harassment.
8. Satisfactory completion of a criminal background check and Child Protective Services check.

Essential Functions:

• Supports the mission, vision and goals of the YMCA.
• Promotes a professional work environment through character development by modeling the values of caring, honesty, respect and responsibility.
• Leads in a manner that advances our cause to strengthen the foundations of community through programs that focus on youth development, healthy living and social responsibility.
• Promotes and participates in association task forces, committees and/or workgroups to promote Center and Association unity.
• Promotes and participates in YMCA fundraising efforts to include Annual and Capital Campaigns.

Membership Enrollment, Engagement, and Retention:

• Develops and implements annual membership growth (net) and retention goals and objectives to include monthly and weekly action plans.
• Drives membership enrollment including meeting/exceeding net and revenue goals.
• Identify, document, and follow up with prospects to convert to members.
• Gives prospect tours and coaches staff through effective tour techniques.
• Reviews and monitors enrollment key performance indicators to measure goals, membership inquiries, appointments, tours, follow-up calls, closing ratios, etc.
• Owns member/guest experience ensuring satisfaction and engagement. Works with other association and center leadership to ensure members receive the best experience.
• Defines and supports the member journey and touchpoints.
• Collaborates with marketing on web and/or social media communications and engagement.
• Plans, organizes, and attends community events as part of awareness and recruitment strategy.
• Plans, organizes, and implements member services and community special events.
• Develops and/or coordinates special events, presentations, seminars, and membership promotions with the YMCA and the community.
• Promotes Guardian program to membership to ensure those in need can participate in the YMCA. Evaluates and approve all Guardian Applications.

Member Administration:

• Prepares and administers annual membership budget, making revisions as necessary to meet or exceed budget guidelines.

• Runs key performance indicators weekly, or as otherwise defined, relative to the member experience. Works with Membership Experience Executive and center leadership staff to increase performance in KPI-identified areas.
• Leads team through daily business and administrative functions as it pertains to membership, including but not limiting to membership reporting, collection, sales, and cash handling in adherence to the YMCA policies and procedures.
• Collaborates with Center Services accounting team and others to ensure seamless processing of member transactions and administration.
• Leads team to ensure member accounts and other administrative tasks are up-to-date and accurate.
• Oversees the center’s daily work through closeouts, end of days, and daily bank deposits.

Team Leadership:

• Hires, develops motivates and retains a committed Membership team passionate about the YMCA’s mission and service to members.
• Holds regular one-on-one meetings with all staff members to learn about, gauge satisfaction, and provide career development coaching/training.
• Holds regular department staff meetings to train, coach, role-play, and provide updates on center and association-initiatives.
• Completes all job-related, supervisory, and other trainings as required.
• Ensures all members, guests, and program participants are in a safe environment and actively follow branch Emergency Operations Plan (EOP).
• Actively participates in center leadership activities (to include Supervisor on Duty and occasional special events) as determined by the Membership Experience Executive.

YMCA Competencies (Team Leader):

Engaging Community, Communication & Influence, Inclusion, Collaboration, Emotional Maturity, Critical Thinking & Decision Making, Developing Self & Others, Philanthropy

Supervisory Responsibilities:

1. Administer supervisory responsibilities in accordance with the YMCA’s policies and applicable laws.
2. Interview, hire, train employees; plan, assign, and direct work; appraise performance, reward and discipline employees, address complaints and resolve problems.
3. Evaluate the performance of staff, counsel in areas where improvement is needed and continually strive to improve the level of performance through continuous training and performance standards.
4. Build positive relationship with other Association staff members; share information with appropriate associates; cooperate with others in the Association.

Skills And Ability Requirements:

1. Ability to problem solve.
2. Ability to read, analyze and interpret documents.
3. Ability to respond effectively to inquiries or complaints.
4. Ability to apply mathematical concepts to practical situations. Must be able to apply mathematical operations to such tasks as budget preparation and program planning.
5. Ability to reason and define difficult problems with limited direction as to means and results.
6. Ability to meet the physical demands of this position, which include mobility for travel to conferences, touring facilities, properties and participating in promotional and special events sponsored by the Association.
7. Ability to coordinate and plan events effectively.

Effect On End Result:

1. Deepened impact in the community as reflected by increased membership numbers and membership retention.
2. Deepened impact in the community as reflected by growth in program participants.
3. Strong member loyalty to our brand is achieved as measured by NPS and retention rate.
4. Staff feel a loyalty to our cause measured by Association Satisfaction Survey.
5. Staff believe our YMCA is a charity measured by their contributions to the Center’s Annual Campaign.
6. Program Participants have a deeper connection to our cause as reflected by their contributions to the Annual Campaign.