Member Experience Director (Chinatown YMCA)

Daily responsibilities

• Monitor progress towards branch’s goals (units, revenue, collections, prospecting, conversions, and retention) by utilizing the Tableau dashboard to access data and reviewing all necessary reports.
  Set daily goals in order to achieve long range goals.
  
• Personally follow up with prospects (non-join tours, guest pass users, health fair participants, outreach prospects, etc.), give tours and process memberships and registrations in the Y’s AS400 system.
  
• Check in with staff and observe their interaction with members; provide coaching when needed. 
  
• Hold membership staff accountable for handling membership inquiries, by telephone and in person.
  
• Walk through the facility to spot check for cleanliness, maintenance, scheduling and signage; talk with members to obtain their feedback.
  

Bi-weekly responsibilities

• Attend senior staff meetings at the branch for Director level staff.
  
• Review expected credit card draft report – watch for projected shortfalls to revenue and respond accordingly.
  
• Follow up with cancelled members to gain perspective on why they left the Y and attempt to retain them as members.
  
• Run and review reports needed to monitor progress.
  
• Ensure the health, safety and well-being of children in the program by providing close supervision of all activities in accordance with the YMCA Child Watch Standards.
  

Monthly responsibilities

• Review finance and tracking reports prepared by the Association Office’s Finance
• Department; watch for trends and plan accordingly.
  
• Run and review monthly gain/loss report.
  
• Post prospect tracking spreadsheet to shared drive.
  
• Post 3rd party payer utilization reports for payment and process payment when received.
  
• Calculate the conversion rates for prospects to sign-ups.
  
• Follow up according to systems established for New member Survey.
  
• Serve as the Branch liaison to the Association’s Membership Cabinet; attend and participate in all cabinet meetings. 
  
• Develop and execute local marketing strategies, including digital mediums.
  
• Utilize research and respond to industry trends.
  
• Prepare for the membership campaigns (i.e. Increase staff schedule, communications, open houses, local outreach, etc.) 
  
• In collaboration with Membership Staff, prepare for and facilitate membership staff meetings (agenda, minutes).
  
• Meet with Healthy Lifestyles and Aquatics Director/Coordinator to work cohesively to grow membership. 

Annual responsibilities

• Assist in fundraising efforts and annual sustaining campaigns with a focus on
• Members as Donors.
  
• In collaboration with the membership coordinator, prepare and conduct annual performance reviews for staff.
  
• In the Fall, work with branch Business Office Manager to prepare annual budget, including table files
  
• Continuing responsibilities
  
• Establish systems and monitor adherence to membership policies, procedures and standards.
  
• Recruit, hire, train, develop, evaluate and supervise membership staff (Coordinator,
• Specialists, Hospitality Agents).
  
• Attend and participate in various branch and/or Association events and meetings as appropriate.
  
• Attend trainings, seminars and conferences related to membership, including sales, prospecting, marketing and retention trainings. 
  
• Respond to member and staff concerns (i.e. comment cards, walk-ins, calls, emails).
  
• Community outreach for the purpose of developing prospects including attending local health fairs and events.
  
• Meet quarterly with the Healthy Lifestyles, Aquatics, Youth & Family and
  Property Director to discuss the membership value proposition and evaluate needs and changes.
  
• Volunteer committee work.
  
• Uphold all Association policies and demonstrate core values of caring, honesty, respect and responsibility .
  
• Other activities and duties as needed that address the ongoing health and well-being of our staff and members.
  
• Maintain sanitary habits in accordance with CDC guidelines.