Member Experience Director

The Y:  We're for youth development, healthy living and social responsibility.
Job Description

As a thought-leader and best-in-class provider in education, wellness, youth development, and community-building, The YMCA of Metro Atlanta is one of the oldest, most nimble and essential nonprofits in Atlanta. Mission-bound to serve, we are an organization designed to meet all people where, how and when they need us. In times of peace, we are a catalyst for connection; in times of crisis, a source of comfort and security. Join us as we carry out our commitment to positively impact lives and communities across the state.

The opportunities to serve are vast, and we’re looking for a diverse mix of people, who share our values of CARING, HONESTY, RESPECT, and RESPONSIBILITY, to join us and do their best work.

Our commitment to diversity and inclusion is reflected in our people, our members, and our partners. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all the other wonderful characteristics that make us different.

Nature and Scope:

Under the direction of the Executive Director, the Member Experience Director will lead, plan, administer and evaluate the membership sales, retention, and engagement department. This includes the supervision of all staff related to the membership department. The Member Experience Director leads branch membership staff in attracting, engaging and retaining members. This position is primarily responsible for the design and implementation of a branch membership acquisition plan and member experience plan, in alignment with association initiatives. Successful implementation of defined engagement and acquisition plans will result in surpassing monthly new membership goals, increased member retention, above average Listen 360 Net Promoter Scores and exceeding budget revenue and expense expectations. The Member Experience Director plays a leadership role in engaging with additional branch directors to ensure high quality member and staff communication, with an end result of fostering high member engagement and retention.

  • Associate's degree required in related field with at least 5 years of equivalent 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
  • 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
  • Recruit, hire, train, develop, schedule, supervise, and evaluate the member experience department and employees and volunteers. 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 branch. The engagement plan effectively defines weekly strategies implemented by the 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 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 Director 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.
  • Provide leadership to any defined board or volunteer initiatives for the branch.
  • Serve in an active leadership role within the membership cabinet with high engagement.
  • 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.
Required Certifications