Executive Director of Member Experience

Under the direction of the Vice President of Operations and in partnership with their peers, the Executive Director of Member Experience forms the strategy and implements the systems necessary to provide YMCA of WNC members with a best-in-class member experience. They lead all aspects of center-based sales and customer service including but not limited to the overall process of selling, connecting, and promoting long-term relationships with and within the Y, and working directly with cabinets, the customer service center, and center-based staff to implement data-driven strategies that drive strong retention, engagement and convert new leads into sales.

• Bachelor's degree in marketing, business, human services, or equivalent and/or five-plus years of program management experience, preferably in a YMCA or other nonprofit organization
• Successful experience developing and managing a budget in excess of $5,000,000
• Minimum of 5 years supervisory experience

Knowledge, Skills, and Abilities

• Ability to think strategically and across departments to direct sales and promotional initiatives that will support retention, new sales, donations, and community positioning.
• Expert with customer relationship management, email marketing, and prospecting tools, preferably Daxko, and with AI marketing systems
• Highly responsive and accessible, with demonstrated skills and experience in customer service, and public relations
• Ability to develop and monitor budgets
• Excellent organizational skills
• Proficiency with Microsoft Office and Microsoft Teams
• Ability to communicate and connect with diverse populations
• Demonstrated professionalism in both attitude and appearance
• Excellent written and oral communication skills
• Adaptable to a fast-paced environment with multiple projects and competing deadlines

Membership Sales and Experience:

• Drives membership sales and engagement by providing strategic, data-driven and proactive leadership over all aspects of the Member Experience.
• Works with their peers to increase member and program participant connections by ensuring their overall experience is high quality, consistent and aligned with YMCA operating priorities and strategic plan. Works closely with association cabinets to ensure plans are implemented.
• Leads the Membership Experience Team and establishes its scope of work to ensure center-based operations leverage competitive advantages and demonstrate the value of a YMCA membership. Effectively utilizes all available association resources in doing so.
• Develops and implements strategies to increase corporate memberships and workplace wellness participation.
• Work with peers to prioritize and implement the engagement of all third-party supported memberships.
• Directly support visit drivers in the centers through intentional engagement and support from the membership team. Including but not limited to Healthy Aging days and partnerships.

• Regularly monitors satisfaction metrics through analysis of net promoter scores and other KPIs. Promptly take corrective actions as needed.
• Guides center-based staff teams on action plans in response to member feedback.
• Develops and ensures the effectiveness and delivery of customer service, sales, and experience training for staff.

Team Leadership and Fiscal Responsibility:

• Direct supervision and development of association Membership Directors and the Ferguson Family YMCA Associate Executive Director.
• Indirect supervision of association Membership Managers and customer service center staff.
• Develops and ensures the effectiveness and delivery of customer service, sales, and experience training for the membership service line.
• Oversees the membership budgeting process and ensures that resources are devoted to top priorities and strategic objectives.
• Drives strong recruitment, development, and succession planning processes to ensure the hiring, professional development, and retention of high-quality staff.
• Ensures that monthly variance reports and forecast updates are completed accurately and on time; adjusts operations as needed to achieve fiscal targets.
• Fosters a collaborative team environment within YMCA centers and Association Office.

ADDITIONAL NOTES

This job description represents the major functions of the position but is not intended to be all-inclusive. The incumbent is also responsible for taking direction from the Vice President of Operations or their representatives in completing projects or performing duties deemed necessary for association success.

EFFECT ON END RESULT

PHYSICAL ASPECTS OF THE JOB

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to regularly sit for extended periods and work on a computer, including typing and viewing screens.
• Must be able to regularly move throughout YMCA facilities to engage with staff and members.
• Must be able to communicate clearly and effectively in-person, over the phone, and through virtual platforms.
• Must be able to travel between YMCA locations as needed for meetings, events, and site visits.

The YMCA of Western North Carolina is committed to equal opportunity in terms and conditions of employment for all employees and job applicants without regard to race, color, faith, gender, pregnancy, national origin, age, disability, sexual orientation, gender identity, veteran status, citizenship status, genetic information, gender expression, or any other characteristic protected by applicable law, except where a bona fide occupational qualification applies.