Director of Member Experience

YMCA
Salary
$60,000.00
$67,000.00
Resume Contact
[email protected]
Create belonging, drive engagement, and elevate service. Join the YMCA as Director of Member Experience and shape every member journey.
Job Description

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living, and social responsibility. The Director of Member Experience will work collaboratively with branch leadership to improve member acquisition, retention, and satisfaction, while building a culture of service excellence, consistency, and accountability. This role requires a strong customer service mindset, the ability to influence and lead without direct authority, and a deep commitment to advancing the YMCA’s mission through every interaction.

Qualifications
  • Bachelor's degree in Business Administration, Nonprofit Management, Hospitality, or equivalent combination of education and experience preferred.
  • YMCA Multi-Team Leader certification preferred.
  • Minimum of 5 years of progressively responsible leadership experience in customer service or membership leadership roles, preferably in a multi-site or nonprofit setting.
  • Demonstrated success in implementing customer experience initiatives and influencing cross-functional teams. Strong understanding of member engagement strategies, performance metrics, and continuous improvement practices.
  • Excellent communication, facilitation, and coaching skills.
  • Experience with the YMCA of the USA’s Creating the Y Experience framework is highly preferred.
  • Familiarity with CRM systems, service standards, and YMCA mission-driven programming is a plus.
  • Must possess a valid driver’s license and meet the organization’s insurability requirements.
Essential Functions
  1. Lead the implementation and adoption of the YMCA of the USA’s Creating the Y Experience curriculum across the Association. Develop and execute strategies that enhance member engagement, deepen relationships, and promote long-term retention.
  2. Monitor and evaluate member feedback, satisfaction scores, and usage trends to inform strategic improvements. Implement real-time feedback strategies and engage with customers regularly.
  3. Partner with Executive Directors and frontline staff to support a consistent and welcoming experience for all members and guests.
  4. Build strong relationships and foster buy-in across departments to support member experience goals.
  5. Increase number of corporate membership agreements and external community partnerships.
  6. Facilitate training, workshops, and coaching to build staff capacity in customer service, communication, and relationship-building skills.
  7. Work with branch leadership to develop, document, and implement standardized front-line and member service procedures.
  8. Regularly audit branch processes for compliance with Association policies and YMCA of the USA standards. Identify inconsistencies and collaborate with teams to close them through coaching and process improvement.
  9. Design and implement member acquisition strategies in coordination with branch and Association marketing teams. Track and report on acquisition and retention performance, providing insights and recommendations to improve outcomes.
  10. Promote best practices for onboarding, member engagement, and long-term retention.
  11. Ensure all member-facing procedures align with Association policies, child protection standards, and regulatory requirements.
  12. Support staff development in key areas such as service recovery, member communication, and handling difficult situations. Provide regular feedback and guidance to branch teams on member service trends and opportunities.
  13. Review, update, and ensure the use of proper forms and processes at all YMCA locations.
  14. Participate in the Impact Fund as both a campaigner and contributor.
  15. Perform all other duties assigned.