Association Director of Member Experience

Lead the Association to improve new member acquisitions as well as member engagement/retention and operations.
Job Description

This position supports the mission and work of the Y, a leading nonprofit, charitable organization. They are responsible for the leading the Association’s Membership Quality Team to improve new member acquisition, member engagement and retention, membership operations, membership revenue and the membership net promoter score. The Association Director of Member Experience assures the well-being for each participant in line with YMCA of the USA guidelines and association policies in accordance with their training.

  • 7 - 10 years of relevant experience required (YMCA membership experience preferred)
  • Bachelors Degree or equivalent experience
  • Strategic thinking and planning experience
  • Superb written and verbal communication skills
  • Relationship building skills
  • Fundraising and financial management experience
Essential Functions
  • Models the YMCA core values of caring, honesty, respect, and responsibility.
  • Develops and maintains positive relationships with individuals and groups at all levels of the organization; supporting members to connect with each other and the YMCA.
  • Maintains physical presence and always remains alert while on duty.
  • Knows and reviews all emergency procedures and responds to emergency situations immediately in accordance with YMCA policies and procedures; completes related reports as required.
  • Leads the implementation of the tools and tactics supporting the Association’s member experience strategy to support improving the Net Promoter Scores.
  • Assists the development, training, implementation and tracking of Association-wide SOP’s across each branch to drive improved membership acquisition, retention, and engagement results.
  • Supports enhancement of member service & welcome center operations and tracks MSR performance improvements on key metrics.
  • Supports Association training and improvement in the use of technology & systems.
  • Collects, analyzes, creates and presents meaningful reports on key membership data.
  • Knows, follows, and enforces all YMCA policies, rules, regulations, procedures, and staff expectations, including those for the prevention of child abuse.
  • Ambassador of all YMCA programs with a focus on department offerings and member engagement.
  • Attends all mandatory meetings and trainings.
  • Is willing to step up, even if outside of the position description, to contribute to the overall success of the YMCA.
Cause-Driven Leadership Competencies
  • Collaboration: Creates sustainable relationships within the Y and with other organizations in service to the community.
  • Communication & Influence: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y’s cause.
  • Inclusion: Values all people for their unique talents and takes an active role in promoting practices that support diversity, inclusion, and global work, as well as cultural competence.
  • Critical Thinking & Decision Making: Makes informed decisions based on logic, data, and sound judgment.
Required Certifications
  • Must complete annual safety, combating sexual-harassment, and child abuse prevention trainings assigned by human resources prior to direct service.
  • Must have current CPR and First Aid within the first 30 days of employment.
  • Requires ongoing progress towards Multi-Team/Branch Leadership Certification