Regional Member Experience Director

The YMCA of Metro Atlanta is looking for a Regional Member Experience Director to join our team and support two branch locations.
Job Description

Under the direction of the Group Vice President, the Regional Member Experience Director will lead, plan, administer and evaluate the membership sales, retention, and engagement department for two membership branches including the Ed Isakson/Alpharetta Family and Forsyth County Family YMCA branch locations. This includes the supervision of all staff related to the membership departments. The Regional Member Experience Director leads branch membership staff in attracting, engaging, and retaining members for both locations. This position is primarily responsible for the design and implementation of branch membership acquisition plans and member experience plans, in alignment with association initiatives. Successful implementation of defined engagement and acquisition plans will result in surpassing monthly new membership goals, increased member retention, and above-average Listen 360 Net Promoter Scores. In addition, the leadership of this role will result in exceeding budget revenue and expense expectations. The Regional Member Experience Director plays a leadership role in engaging with additional branch directors for both branches to ensure high-quality member and staff communication, with an end result of fostering high member engagement and retention.

  • Associate's degree required in a related field with at least 2-5 years of relevant experience.
  • High degree of human relation skills:  ability to effectively communicate and manage information to program participants, community leaders, and volunteers and staff of all ages.
  • Over three years’ experience within a leadership role within a membership organization with a minimum of three years of successful history in membership acquisition, retention, and engagement.
  • Ability to establish, collaborate and maintain relationships with all stakeholders.
  • Exemplify YMCA ideals, leadership qualities and a professional image.
  • A high level of knowledge of computers, various technology and applications.
  • Ability to handle multiple tasks, work independently, problem-solve, and possess effective time management skills.
  • Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
  • YMCA Team Leader certification preferred.
  • One to two years related experience preferred.
  • Minimum age of 21.
  • Must pass a pre-employment criminal background check, drug screen and motor vehicle record
  • Within 30 days of hire, completion of Child Abuse Prevention, Working with Program Volunteers, CPR, First Aid, AED, and Bloodborne Pathogens training.
Essential Functions
  • Work effectively with leadership at both branches to ensure maximized member acquisition, retention, and engagement.
  • Recruit, hire, train, develop, schedule, supervise, and evaluate the member experience department and employees and volunteers for both branches. Recruits and hires diverse staff and volunteer teams across multiple dimensions of diversity. Onboards and develops them for success. Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals.
  • Develop and implement a member acquisition plan in alignment with branch budget goals and association initiatives. Acquisition plan defines specific weekly and long-term strategies to acquire new members.
  • Develop and implement a member engagement plan that includes all departments within the YMCA branches. The engagement plan effectively defines weekly strategies implemented by the Regional Member Experience Director, the membership department staff team, and other branch staff to establish a 1st in class experience for members.
  • Implement a member retention strategy from a business operation perspective that ensures maximized connection to maintain their branch membership.
  • Effectively manage budgets; hold staff accountable for high-quality results using a formal process to measure progress.
  • Foster a climate of innovation.
  • Monitor progress towards the branch’s goals by running and reviewing all necessary reports.
  • Serve as a staff leader to the annual fundraising campaign “Why It Matters” and serve in a leadership role in special events.
  • Coordinate marketing efforts to maximize enrollments and provides ongoing support to the Executive Directors and Department Directors on related issues.
  • Collaborate with the association key departments to lead, coordinate and support implementation of key initiatives related to marketing, social media and communications, human resources and financial development.
  • Serve in an active leadership role within the membership cabinet with high engagement.
  • Provide leadership to any defined board or volunteer initiatives for the branch.
  • Models relationship-building skills in all interactions. Develops and maintains collaborative relationships with community organizations. Maintains regular, clear, and concise communication within area of responsibility.
  • Manages the program, including developing and monitoring the program budget to meet fiscal objectives; compiling program statistics to monitor and evaluate the effectiveness of and participation in program; securing and scheduling the needed facilities; and creating and scheduling the classes, activities or events.
  • This position must perform duties in accordance with the policies, goals, mission, values and objectives established by the Metropolitan Atlanta YMCA, Branch Strategic Plan, Safety Protocols Including COVID, and Member Services Guidelines and Non-Negotiables. Emphasis will be placed on member service, program knowledge, member/staff safety, and communication with members and staff.
  • Implements the YMCA safety protocol both related to COVID and branch operations.
  • Implement wellness checks and provide a leadership role in ensuring member/staff adherence to the safety protocols, with a commitment to positive member and staff safety.
  • Performs other duties as assigned.
Cause-Driven Leadership Competencies
  • Collaboration
  • Communication & Influence
  • Developing Self & Others
  • Engaging Community
Required Certifications

Completion of Child Abuse Prevention, Working with Program Volunteers, CPR, First Aid, AED, and Bloodborne Pathogens training within 30 days of hire.