Executive Director of Member Experience

Strategic Membership Growth & Revenue Leadership

• Develop and lead an association-wide membership growth strategy focused on recruitment, engagement, and retention across all branches. 
• Establish clear membership goals, benchmarks, and performance indicators aligned with organizational financial and mission outcomes.
• Partner with the senior leadership to align membership growth with overall association strategy, budget, and community impact goals.
• Champion innovative approaches to membership models, pricing strategies, and access pathways that expand reach while honoring the Y’s mission.

Member Experience & Engagement

• Ensure a consistent, high-quality member experience across all locations, from first contact through long-term engagement. 
• Create and oversee systems that foster a welcoming, inclusive, and relationship-driven culture at every membership touchpoint.
• Lead initiatives that strengthen member loyalty, sense of belonging, and program participation.
• Serve as a Family Retention and Engagement Specialist, building strong relationships with families to encourage ongoing participation and connection to YMCA programs.
• Identify opportunities to enhance the family experience and remove barriers to engagement.
• Collaborate with membership, childcare, and program staff to support family pathways across the Y.
• Utilize member feedback, data, and insights to continuously improve service delivery and engagement strategies.

Program Development & Coordination

• Plan, coordinate, and attend Family Fun Friday events, including programming, logistics, setup, breakdown, and on-site engagement.
• Coordinate the Stay & Play program, including supervision, scheduling, and staffing.
• Ensure all family programs are developmentally appropriate, inclusive, and aligned with YMCA standards and safety guidelines.

Leadership of Membership Teams

• Provide direct leadership, coaching, and accountability to branch membership coordinators and teams serving as the “face of the Y.”
• Establish training, onboarding, and professional development systems that build confident, high-performing membership staff across the association.
• Promote leadership behaviors that reflect YMCA Cause-Driven Leadership competencies, including collaboration, communication, and community-building.
• Build a pipeline of membership talent capable of advancing into broader YMCA leadership roles.

Training, Standards & Systems

• Design and implement association-wide membership training programs, tools, and playbooks to ensure consistency and excellence across branches.
• Set and monitor operational standards related to membership sales, onboarding, engagement, and retention.
• Partner with operations, finance, marketing, and program teams to ensure seamless integration of membership systems and practices.
• Leverage technology and data to track performance, identify trends, and inform decision-making.

Community Presence & Brand Alignment

• Serve as an ambassador for the YMCA’s mission, values, and brand through member interactions and community engagement.
• Collaborate with marketing and communications teams to align membership messaging with the YMCA’s brand promise and community impact.
• Represent the association in community partnerships, events, and initiatives that support membership growth and visibility.
• Provide regular reports to senior leadership on membership progress, key metrics, and opportunities for improvement.

Annual Campaign Support

• Lead and champion the YMCA’s Annual Campaign by fostering a culture of philanthropy that advances the Y’s mission of strengthening community through youth development, healthy living, and social responsibility. 
• Equip, coach, and support staff and volunteer leaders to effectively engage members, tell the Y story, and inspire giving that ensures access for all. 
• Collaborate across departments to integrate Annual Campaign messaging into the member experience, highlighting the impact of charitable support on individuals and families. 
• Build and steward relationships with donors and community partners, ensuring meaningful engagement, recognition, and long-term investment in the YMCA’s cause.

PERFORMANCE EXPECTATIONS:

• Meet or exceed monthly and quarterly goals for new membership sales, closing rates, and retention.
• Ensure all membership staff are trained and consistently model excellent service and sales practices.
• Support the association’s overall strategic goals by connecting members to programs, services, and community impact opportunities.