Member Experience Director (West Side YMCA)

The West Side YMCA is seeking a Member Experience Director provide supervision and leadership to the Membership department.
Job Description

SALARY: $68,500 - $70,000 Annually 

The YMCA of Greater New York is here for all New Yorkers — to empower youth, improve health, and strengthen community. Founded in 1852, today the Y serves a diverse population of more than half a million New Yorkers who learn, grow, and thrive through programs and services at our 24 branches. Community is the cornerstone of the Y. Together, we connect active, engaged New Yorkers to build stronger communities.

To help fulfill our mission, we cultivate a culture of learning, leading, and collaboration to enhance community impact. Through our talented staff and “LEAP” career framework (Leadership, Empowerment, Accountability, Personal Growth), we are committed to a people-first approach that fosters trust, inclusion, growth, and development for all. 

The West Side YMCA is seeking a Member Experience Director provide supervision and leadership to the Membership department. Responsibilities include achieving membership unit and revenue targets by personally following up with prospects, giving tours and selling memberships according to the Y’s systems.  The incumbent will also be responsible for budget development and implementation, retention, member satisfaction, local branch marketing, external outreach, relationship building, creating systems for quality assurance, strategic planning and staff development.  The Membership Experience Director, with the support of the Membership Coordinator, if applicable, is responsible for an efficient internal and external membership operation.   

Benefits:

The YMCA of Greater New York offers a variety of benefits to its staff members, including retirement benefits, medical, paid time off, free YMCA membership, and more! Benefit eligibility is determined by an individual’s employment status (i.e., full-time or part-time), tenure, and/or the number of hours scheduled to work. Click here for more information.

Qualifications
  • Bachelor’s degree in Business Administration or related, with a focus on sales and marketing or equivalent work experience.
  • 3-5 years in member/customer service supervisory/management position.
  • Knowledge of sales, new member acquisition, prospecting, and conversions.
  • Knowledge of digital marketing and analytics.
  • Personal commitment to service and hospitality.
  • Excellent interpersonal, written and verbal communication skills.
  • Working knowledge of Microsoft Office, SEM/SEO, and social media outreach.
  • Ability to work in a fast-paced environment.
Essential Functions

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.
  • Work closely with the Guest Rooms Director on staffing needs and scheduling.
  • Assist the Guest Rooms department as needed.

Bi-weekly Responsibilities:

  • Attend 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.

Monthly Responsibilities:

  • Review finance and tracking reports prepared by the Association Office’s Finance Department; watch for trends and plan accordingly.
  • 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 Coordinator (if applicable), prepare for and facilitate membership staff meetings (agenda, minutes).
  • Meet with Healthy Lifestyles 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 (if applicable), 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, Member Service Representatives).
  • 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 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.