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Job Description
The Member Experience Director supports all aspects of membership for the Y, including recruitment of new members, retention of existing members, and supervision of assigned staff. The Director develops, plans, and implements new procedures and methods to achieve strategic goals that are defined in conjunction with the Branch Executive, Y leadership team, and Lake Superior YMCA community members and guests. The Director will create and maintain relationships with local businesses and organizations, government agencies, and community leaders.
Qualifications
- Bachelor’s Degree or equivalent in fields related to business, hospitality, or equivalent related field.
- Five (5) years of managing a customer service department.
- Previous customer service, sales, or related experience; ability to multi-task in person and within programs on a computer.
- Excellent interpersonal and problem-solving skills; detail-oriented.
- Experience helping and serving people from diverse socioeconomic segments of the surrounding communities.
- Commitment to supporting principles of equal opportunity and affirmative action to achieve a diverse work environment.
Essential Functions
- Implement membership strategies that support recruitment of new members and retention of existing members.
- Create and maintain a member service desk that is welcoming, high energy, and has a mission of delivering excellent customer service.
- Recruit, hire, train, develop, schedule, and direct member service representatives and volunteers.
- Review and evaluate staff performance.
- Develop strategies to motivate staff and achieve goals.
- Oversee existing member engagement programming, establish new member engagement activities, and expand programs within the community in accordance with strategic and operating plans.
- Assist in the marketing and distribution of program information; may organize and schedule program registrations.
- Review and process membership and program scholarship applications.
- Develop and maintain collaborative relationships with community organizations and corporate partnerships.
- Develop and monitor program budget to meet fiscal objectives.
- Oversee branch-wide events including the EWC Block Party, Chuck-A-Puck, and SCRABBLE events. Assist in other Y fundraising activities and special events.
- Model relationship-building skills (including Listen First) in all interactions. Respond to all member and community inquiries and complaints in a timely manner.
- Learn and utilize Y software for member services and programming needs.
- Fosters an inclusive environment appreciative of differences in the workplace.
- Oversee building rentals, birthday party rentals, and subsequent billing
- Meaningfully participate in and lead efforts to support the Y’s commitment to equity and diversity.
Cause-Driven Leadership Competencies
- Values: Reinforce the Y’s values within the organization and community
- Community: Communicate benefits and impact of the Y’s efforts with stakeholders
- Inclusion: Develop strategies to ensure staff and volunteers reflect the community we serve
- Relationships: Build and nurture strategic relationships to enhance support of the city
- Developing Others: Provide tools and resources for the development of others
- Decision-Making: Make sound judgments, and transfer learning from one situation to another
- Change Capacity: Demonstrate an openness to change, and seek opportunities in the change process
Required Certifications
CPR/First Aid and AED certified. Training can be provided upon hire and must be obtained within 60 days. Higher levels of certification are accepted.