Member Experience Director

Description

The Director of Member Experience (Director) is responsible for the following key deliverables:
Provides an exceptional experience for all YMCA members that continuously improves.
Delivers hands-on operational leadership and support for the Member Experience department.
Drives incremental growth in membership revenue and units.
Boosts results of key performance indicators (including but not limited retention rates, Y Greet, uFit, 50/50, promotion activation, NPS scores, member surveys, etc.)
The Director will work collaboratively with all Y staff, in the spirit of One Y, to achieve success in the above deliverables. As a leader, the incumbent will partner with staff across the Association to ensure that exceptional service delivery and sustainable growth is achieved.  Ability to directly work with and support all levels of staff is a must. Though the Director will often work collaboratively with other Y staff, they will also work independently and are ultimately responsible for achieving positive results.  The incumbent will be a self-starter, effectively manage resources, a hands-on leader, and a strategic thinker.

Essential Responsibilities
Staffing
Creates a culture of service and growth mindset within the Member Experience (MX) department that makes delivering an exceptional experience to our members fun, rewarding, and consistent.
Recruits, hires, trains, develops, holds accountable, and works hands-on with the MX team.
Coaches up, develops, or removes staff who provide less than an exceptional experience or who do not achieve stated targets.
Creates MX staff schedules to achieve optimal experience and ROI.
Collaborates with supervisor, MX team leaders, and Branch Leaders to ensure that our expected high levels of member experience are achieved.
Provides operational leadership and hands-on management of Kids Zone and related activities as part of the overall member experience.

Service/Delivery
Establishes a warm, welcoming, and upbeat environment for members and guests that fosters a sense of belonging. This includes but is not limited to hello’s and good-bye’s, smiling faces, sincere voices, and friendly non-transactional conversations.
Ensures that the MX team processes business transactions in a friendly, fast, and accurate manner. 
Equips MX team to connect members with additional YMCA programs and services that improve their connection to the Y and overall experience.
Focuses MX team to move beyond the join to helping members achieve their goals.  Goals may be related to fitness, health, social, family programming, etc.
Collaborates with MX leadership team and other Y staff to ensure consistency of service and operations throughout the Association.  
Ensures that all interactions and communications are in the Y voice.
Executes all membership promotions and initiatives with excellence and urgency.  

Fiscal Management
Achieves top and bottom line budget targets across assigned areas of responsibility.
Ensures staffing expenses are in line with budget or produce an incremental ROI for the Y.
Ensures that payroll and hours compliance is effectively managed across assigned branches. 
Ensures that critical budgeting components such as budget creation, forecasting, and variance analyses are completed accurately and on time.

Administrative/ Leadership
Provides consistent, self-starting, punctual, and reliable leadership at all times.
Supports the Y by managing Association-wide MX and business functions as assigned.
Continually learns and develops business acumen and knowledge of the YMCA.
Ensures that Association best practices, internal guidelines, software/applications, and procedures are executed properly.
Actively participates in meetings as needed to achieve outcomes.
Assists with AGC, fundraising activities, or special events as directed by the supervisor.
Responds to inquiries and complaints in a timely manner.
Promotes our One Y philosophy by completing other duties as assigned.

We Take Care of Our People
We're passionate about fostering health and wellness for all, and we have a comprehensive benefits package that has been thoughtfully designed to prioritize your well-being. 

Health Insurance: We provide comprehensive health coverage, including medical, dental, and vision plans, to ensure the well-being of our employees. 
Retirement Savings Plan: We offer a 12% employer-funded retirement plan upon meeting eligibility, empowering employees to plan for their future. 
Paid Time Off: Work-life integration is important to us, which is why we provide up to 48 days of paid time off over vacation, holidays, and sick leave. 
Additional Perks: Employee household membership to facilities operated by the YMCA of Northwest North Carolina and discounts on programs throughout the association. 

Qualifications

Bachelor’s degree from four-year college or university; or three years related experience and/or training; or equivalent combination of education and experience.
Three or more years of sales, service marketing, business-to-business, or program management experience, in or outside of the YMCA.  Experience in the Y is a plus.
Ability to lead by influence is required.  Supervisory experience is a plus.
YMCA Team Leader or Multi-Team/ Branch Leader certification preferred.
Strong communication and relationship-building skills.
Teachable and proactively gains business acumen and expertise in area of focus.
Quick learner and flexible in the execution of business process and tactics.
High levels of stamina, motivation, and self-direction despite potentially long work days/weeks.
Dependable emotional maturity and intelligence is required.
Energetic, devoted, mission driven, team oriented individual.
Strong interpersonal, organization and communication skills.
Exemplifies a proactive, hands-on approach, as well as a professional work ethic.
Ability to gather support from a wide array of staff to effectively execute on a common goal.
Able to work well with others, lead, and follow in the continual improvements within both the Member Experience team and the Y itself.  
Ability to work a non-traditional schedule including nights and weekends.
Bilingual (English/Spanish) is a plus.
Ability to effectively relate to and communicate with diverse groups of people from all social and economic segments of the community.
Must be able to utilize technology including the MS Office suite and basic computing, to more advanced applications such as web-based applications and customer relationship management software.

Physical Demands
Sufficient strength, agility, and mobility to perform all above functions and those listed below:
Sitting and/or standing for long periods of time.
Regular car travel to and from branches, Association Office, meetings, and events.
Acceptance, storage, and dispensing of printed and/or promotional materials, may exceed 20lbs.
Set up, work, and breakdown of onsite events such as membership drives, health fairs, trade shows, etc.  Items such as tables, displays, printed materials, or rolling cases may exceed 20lbs.

Salary : $44,000