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Job Description
POSITION SUMMARY: Under the direction of the Chief People Experience Officer, the Vice President of Membership Development and Experience is responsible for driving the acquisition of new members across the Crossroads YMCA organization. This leader will oversee all aspects of membership services, including strategy development, member engagement, and operational excellence, ensuring alignment with the YMCA's mission and values. This role is responsible for developing and implementing targeted strategies to effectively convert tour prospects into members, while also creating initiatives to re-establish connections and bring back former members. This position supports and impacts the success of every branch location and must be able to work with large teams and manage multiple projects.
Qualifications
1. Bachelor’s degree in related field or equivalent.
2. Minimum eight (8) years of proven experience in membership services, customer experience, preferably in the fitness, recreation, or hospitality industries.
3. Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
4. Key competencies for this role include having a member-centric approach, strategic planning and execution, leadership and team development, data-driven decision making, collaboration and relationship building, and a strong focus on achieving results.
5. Excellent interpersonal, communication, and problem-solving skills.
6. Able to work independently and with minimal supervision.
Essential Functions
1. Drives the development and execution of the membership acquisition strategic plan through marketing campaigns and other avenues to meet association wide goals.
2. Sources and builds 3rd party and/or corporate relationships to establish membership partners.
3. Develop and implement strategies for membership acquisition, retention, and engagement.
4. Use data to identify trends and growth opportunities.
5. Align membership initiatives with organizational goals.
6. Create an inclusive and engaging environment for members.
7. Maintain high membership service standards across locations.
8. Oversee systems and processes for efficiency and accessibility.
9. Monitor KPIs to assess performance and identify improvements.
10. Lead, mentor, and develop membership staff while fostering a culture of accountability and member-focused service.
11. Recruit, train, and retain a high-performing membership team.
12. Provide leadership, mentorship, and professional development opportunities to membership staff.
13. Partner with departments to deliver cohesive member experiences that is customer obsessed and advocates for the member.
14. Represent the YMCA in community events to build relationships.
15. Oversee membership budgets and financial goals for sustainable growth.