Membership Experience Director

YMCA of the USA; Superior (WI); On-site; USD 70,000 - 90,000; Full time

Job summary

The YMCA of the USA seeks a Member Experience Director to lead membership strategy and operations across the Lake Superior YMCA region. This role focuses on recruiting new members, retaining existing members, and supervising assigned staff to ensure high-quality service across programs.

You will develop and implement procedures to meet strategic goals in collaboration with the Branch Executive, leadership team, and community partners, while building relationships with local businesses,

Qualifications

• Bachelor's degree or equivalent in business, hospitality, or related field.
• Five years of managing a customer service department.
• Experience serving diverse socioeconomic communities.
• Commitment to equal opportunity and affirmative action principles.

Responsibilities

• Supports all aspects of membership for the Y, including recruitment and retention.
• Supervises assigned staff and oversees membership-related programs.
• Develops and implements procedures to achieve strategic goals with leadership.
• Builds relationships with local businesses, government agencies, and community leaders.

Skills

Customer service management

Interpersonal skills

Problem solving

Multitasking

Diversity & inclusion

Education

Bachelor's degree in business/hospitality or related field

Job description

The Member Experience Director supports all aspects of membership for the Y, including recruitment of new members, retention of existing members, and supervision of assigned staff. The Director develops, plans, and implements new procedures and methods to achieve strategic goals that are defined in conjunction with the Branch Executive, Y leadership team, and Lake Superior YMCA community members and guests. The Director will create and maintain relationships with local businesses and organizations, government agencies, and community leaders.

• Bachelor’s Degree or equivalent in fields related to business, hospitality, or equivalent related field.
• Five (5) years of managing a customer service department.
• Previous customer service, sales, or related experience; ability to multi-task in person and within programs on a computer.
• Excellent interpersonal and problem-solving skills; detail oriented.
• Experience helping and serving people from diverse socioeconomic segments of the surrounding communities.
• Commitment of supporting principles of equal opportunity and affirmative action to achieve a diverse work environment.