Membership Experience Director

Lake Superior YMCA; Superior (WI); On-site; USD 45,000 - 50,000; Full time

Benefits offered by this job

Retirement plan with 12% match after 2

Medical, Dental, Vision, and Life Ins.

MSA Navigator access

Flexible Spending Accounts available

Long and Short-Term Disability

Paid time off (~120 hours/year)

Paid holidays

Volunteer opportunities and staff D&I

Free parking

Leadership training and certifications

Job summary

The Lake Superior YMCA in Superior, WI is seeking a Member Experience Director to lead membership recruitment, retention, and staff supervision, driving service excellence across the branch.

You will develop and implement procedures aligned with the Branch Executive and YMCA leadership, build relationships with community partners, and ensure a welcoming, inclusive member experience.

Qualifications

• Bachelor’s degree or equivalent in business, hospitality, or related field.
• Five years of managing a customer service department.
• Experience in leading staff and multi-tasking in a dynamic environment.
• Commitment to equal opportunity and diversity in the workplace.

Responsibilities

• Implement membership strategies to recruit and retain members.
• Lead and coach member services staff and volunteers.
• Develop and monitor budget to meet objectives.
• Oversee member engagement programs and community partnerships.
• Ensure excellent customer service and timely responses to inquiries.
• Support equity and inclusion initiatives across the Y.

Skills

Customer service management

Leadership

Communication

Problem-solving

Staff development

Education

Bachelor’s degree or equivalent in business/ hospitality/ related field

Master’s degree (preferred)

Tools

CPR/First Aid Certification

AED Certification

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Membership Experience Director

Superior Director Full-time Regular Superior, Superior, WI, US

Salary Range: $45,000.00 To $50,000.00 Annually

Job Title: Member Experience Director

FLSA Status: Exempt

Job Type: Full-Time

Reports to: Branch Executive

• Retirement accounts (You can contribute at any time, but the Y will contribute 12% after two years of service with 1,000 hours in each of the two years)
• Medical, Dental, Vision, and Life Insurance Plans
• Access to a MNsure Navigator
• Medical and Dependent Flexible Spending Accounts available
• Long and Short-Term Disability Coverage
• Employee assistance program
• Complimentary nationwide 2 adult family membership to the Y
• Discounts on programs, summer camps, YMCA Camp Miller
• Paid time off (About 120 hours/year and starting with 40 hours)
• Paid parental leave
• Subscription to the Calm app
• Paid holidays
• Team member referral program
• Employee engagement and appreciation activities
• Growth and development opportunities
• Free parking
• Leadership certification and related training offered and encouraged

Summary/Objective

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.

Our Culture

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming : we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger, beginning with you.

Essential Functions

• Implement membership strategies that support recruitment of new members and retention of existing members.
• Create and maintain a member service desk that is welcoming, high energy, and has a mission of delivering excellent customer service.
• Recruit, hire, train, develop, schedule, and direct member service representatives and volunteers.
• Review and evaluate staff performance.
• Develop strategies to motivate staff and achieve goals.
• Oversee existing member engagement programming, establish new member engagement activities, and expand programs within the community in accordance with strategic and operating plans.
• Assist in the marketing and distribution of program information; may organize and schedule program registrations. Review and process membership and program scholarship applications.
• Develop and maintain collaborative relationships with community organizations and corporate partnerships.
• Develop and monitor program budget to meet fiscal objectives.
• Oversee branch wide events including the EWC Block Party, Chuck-A-Puck, and SCRABBLE events. Assist in other Y fund raising activities and special events.
• Model relationship-building skills (including Listen First) in all interactions. Respond to all member and community inquiries and complaints in a timely manner.
• Learn and utilize Y software for member services and programming needs.
• Fosters an inclusive environment appreciative of differences in the workplace.
• Oversee building rentals, birthday party rentals, and subsequent billing
• Meaningfully participate in and lead efforts to support the Y’s commitment to equity and diversity.
• Values: Reinforce the Y’s values within the organization and community
• Community: Communicate benefits and impact of the Y’s efforts with stakeholders
• Inclusion: Develop strategies to ensure staff and volunteers reflect the community we serve
• Relationships: Build and nurture strategic relationships to enhance support of the city
• Developing Others: Provide tools and resources for the development of others
• Decision-Making: Make sound judgments, and transfer learning from one situation to another
• Change Capacity: Demonstrate an openness to change, and seek opportunities in the change process

Responsibilities and Other Functions

• Provide customer service to diverse populations
• Utilize a Listen First model of relationship-building skills
• Coach, mentor, and provide direction to member services staff
• Provide inclusive, servant leadership styles to member services staff and Y members and guests
• Creatively market Y messages in the member services area for greatest impact to members and guests
• Provide direct customer support when staff are unable to assist at the member services area
• Problem solves the needs of members and guests to ensure a successful and safe Y environment
• Ensure confidentiality pertaining to background information on members and guests

Operational Effectiveness

• High satisfaction by members and guests with their experience at the Y
• Staff and volunteers meet and exceed Y mission and values
• Member Services and lobby areas are clean, free of clutter, and safe for members and guests

The Member Experience Director will work between the front desk and their office to ensure that members and their guests receive positive, respectful service. The work environment will require mobility between different parts of the Y. Will also use standard office equipment: computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Position Type and Expected Hours of Work

This is a full-time position. The Duluth Area Family is open from early morning to late at night. The Member Experience Director’s hours will generally be Monday through Friday during the day hours. The Director may be required to be available for extended work hours, including weekends, due to staff, membership, and facility needs.

Travel

Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.

Required Education and Experience

• 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.
• CPR/First Aid and AED certified. Training can be provided upon hire and must be obtained within 60 days. Higher levels of certification are accepted.
• 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.

Preferred Education and Experience

• Master’s degree or equivalent in related field.
• Related work experience in a YMCA or similar nonprofit organizations.

Additional Eligibility Qualifications

• The Director will need to successfully pass a background check.

EEO Statement

The Lake Superior YMCA (the Y) provides equal employment opportunities (EEO) to all employees and applicants for employment with regards to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the Y complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.