Member Experience Director

Create, implement, manage, and model systems and practices that create extraordinary member and participant experiences.
Job Description

The Member Experience Director will create, implement, manage, and model both systems and practices that support extraordinary member and participant experiences. Emphasis is on the satisfaction of the member and participant’s overall experience from initial engagement and enrollment to continual connection with the appropriate staff, programs, services, and/or small communities. Build a relationship-based membership that moves members and participants along a continuum from a casual connection to a committed level through increased involvement.  The Member Experience Director is a participant of the center management team and the association membership & sales team. 

Hiring Range:  $45,000 - $55,000 

Benefits Include

  • Competitive Benefits Package
  • Free YMCA Membership
  • Leadership Development Opportunities and Professional Development
  • Flexible Schedule
  • Bachelor’s degree from an accredited college or university or equivalent combination of education and experience is required.
  • Three years’ experience in customer service, sales and marketing preferably in a membership setting.
  • Two years’ experience with hiring, training, mentoring and supervising associates as well as guiding and monitoring associates' teams.
  • Proven track record with selling a product or service and meeting or exceeding sales goals.
  • Demonstrated oral and written communication skills including negotiation, presentation skills and the ability to work effectively with a wide range of constituencies in a diverse community.
  • Intermediate computer skills including experience utilizing email and working in a windows environment. 
  • Ability to create a culture of serving the members and associates within the center.
  • Ability to analyze complex information and define and solve problems.
  • Ability to inspire and motivate team members.
  • Passion, enthusiasm and support for mission and values of the YMCA of Greater Kansas City.
  • Ability to make administrative and procedural decisions and judgments on sensitive, confidential issues.
Essential Functions
  • Directs the Membership, Engagement and Enrollment program to promote recruitment of new members and retention of existing members.  Organizes assigned associates to support membership sales, development and retention goals. Identifies and resolves problem areas to ensure member satisfaction.  Implement process for handling membership inquiries via telephone, mail and email.
  • Recruits, hires and leads welcome center team, or assigned areas and volunteers.  Reviews and evaluates associates performance and develops strategies to motivate associates and achieve goals.
  • Establish tour coverage on all shifts and train associates on tour process.
  • Establish and implement onboarding process for all new membership, engagement and enrollment associates.  Train all associates on expected engagement, tour and enrollment expectations and on policies and procedures.
  • Train and coach all associates (Center-wide) on relationship building/membership service skills to ensure consistent excellence in service through daily care of members, program participants and volunteers.
  • Reviews, tracks and evaluates membership and participant statistics including but not limited to phone calls, tours, sales and registrations. Creates and continually monitors systems that enable associates to successfully respond to the wants, needs and interests of members and participants.
  • Promotes membership and program enrollment in interactions with existing and potential members. Coordinates program registration, including logistics to support phone, walk-in and web registration.  Conducts new member prospect tours.
  • Manages new member prospects through: leads, tours, walk-ups, no joins, telephone inquiries, referrals, corporate wellness partners, guest passes, terminations, and prospects from campaigns.  Achieve daily and weekly prospecting goals.
  • Leads and ensures the creation of a culture of exceptional member and program participant service. Works with center teams to continually improve member and participant engagement and experience.
  • Conduct member exit surveys. Review and report results.
  • Partners with program directors to develop or enhance programs that meet the needs of members.
  • Develops effective medium to communicate information to members. Maintains and updates information presented to the membership community within the facility.  This includes but is not limited to, bulletin boards, newsletters, flyers, posters, banners, and calendars. Monitor and update the website in conjunction with the association office.
  • Serves as liaison to Brand Advancement to insure association marketing and public relations campaigns are coordinated.  Assist in the planning and execution of special events and services such as health fairs, open houses, media events, membership drives and the annual Healthy Kids Day.
  • Develops, manages, and monitors the membership operating budget to meet or exceed budget targets
  • Establishes a high-profile recognition plan that celebrates efforts and ability to engage, connect with, involve and support members/participants.
  • Ensure attendance at community functions and events to promote the Y, including mission, programs and services.
  • Participate in the association’s Annual Mission Campaign, Membership & Sales Team, Community Mission Board meetings, Association Staff Retreat and various center and association meetings and/or trainings.
  • Work Welcome Center as required including evenings and weekends.