Senior Director of Member Engagement and Healthy Living

YMCA
Salary
$48,000.00
$65,000.00
Resumes Accepted Until
Resume Contact
Director of Finance and HR
Patricia Brewer
[email protected]

1346 South Main Street
Burlington, 27215
United States

Seeking a dynamic, relationship driven Sr Director of Member Engagment and Healthy Living
Job Description

The Senior Director of Member Engagement and Healthy Living provides strategic leadership, operational direction, and oversight for Member Services, ChildWatch, and Healthy Living departments. This position plays a critical role in advancing the Y's mission by creating exceptional member experiences, strengthening member recruitment and retention, promoting healthy lifestyles, and ensuring high-quality programs and services.

As a key member of the Y's leadership team, the Senior Director is responsible for developing and implementing strategies that support membership growth, member engagement, operational excellence, financial sustainability, and continuous improvement.

The Senior Director leads and develops departmental coordinators and frontline staff while fostering a culture of accountability, collaboration, and exceptional service. This position establishes measurable goals, monitors departmental performance, and uses data, member feedback, and organizational priorities to guide decisions and improve outcomes.

 

Qualifications
  • Must be at least 21 years of age.
  • Bachelor's degree in business administration, recreation management, health and wellness, nonprofit managment, or a related field preferred; an equivalent combination  of education and relevant experience will be considered.
  • Five or more years of progressively responsible managment or leadership experience preferred, including experience supervising staff and managing departmental operations.
  • Demonstrated experience in member services, customer engagement, wellness operations, recreation or related field.
  • Experience managing budgets, monitoring financial performance, and achieving departmental goals.
  • YMCA Team Leader certification preferred, or willingness to pursue applicable YMCA leadership development opportunities.
Essential Functions
  • Stategic Leadership and Organizational Performance

    • Provide strategic and operational leadership for Member Services, ChildWatch, and Healthy Living, ensuring alignment with the YMCA's mission, strategic priorities, and organizational goals.

    • Develop, implement, and evaluate annual departmental plans that support membership growth, retention, engagement, program participation, and financial sustainability.

    • Establish clear departmental goals, performance standards, and measurable outcomes that promote accountability and continuous improvement.

    • Analyze membership trends, program participation, financial results, and member feedback to identify opportunities for growth and operational improvement.

    • Collaborate with senior leadership and department directors to strengthen organizational performance and create a consistent, high-quality member experience.

    • Identify and implement innovative approaches to member engagement, service delivery, and healthy living programming that respond to evolving community needs.

    • Provide regular reports and recommendations to organizational leadership regarding departmental performance, accomplishments, challenges, and opportunities.

  • Membership Growth, Engagement and Retention

    • Develop and implement comprehensive membership recruitment, engagement, and retention strategies that support organizational growth and long-term member relationships.

    • Lead the development and execution of an annual Member Engagement Plan focused on creating meaningful connections, increasing participation, and strengthening members' sense of belonging.

    • Establish and monitor key performance indicators, including membership growth, retention, attrition, member satisfaction, engagement, and participation.

    • Oversee the member experience from initial inquiry and enrollment through onboarding, ongoing engagement, and renewal.

    • Develop strategies to proactively engage new members, reconnect with inactive members, and address barriers to continued participation.

    • Foster a member-focused culture that emphasizes relationship building, responsiveness, professionalism, and exceptional service.

    • Establish standards and procedures for effectively responding to member questions, concerns, and complaints, ensuring timely resolution and follow-up.

    • Collaborate with program directors to promote YMCA programs and services and create opportunities for increased member participation.

    • Ensure efficient and accurate membership enrollment, program registration, account management, and member communication processes.

    • Utilize membership management systems, data analysis, and member feedback to evaluate service effectiveness and guide improvement.

    • Provide leadership and oversight for all Healthy Living operations, including group exercise, personal training, wellness programs, and cardio and strength-training areas.

    • Ensure the delivery of safe, inclusive, engaging, and high-quality wellness programs that meet member needs and support the YMCA's mission.

    • Develop and implement strategies to increase participation, improve program quality, and strengthen the financial performance of Healthy Living programs.

    • Evaluate current wellness offerings and identify opportunities for new programs, services, and initiatives based on member interests, community needs, and industry trends.

    • Ensure fitness facilities, equipment, and program spaces are maintained in a safe, clean, welcoming, and operationally effective manner, in collaboration with appropriate staff.

    • Promote wellness initiatives that encourage healthy habits, personal goal achievement, social connection, and long-term member engagement.

    • Ensure appropriate staffing, scheduling, training, certifications, and supervision to support high-quality wellness experiences.Healthy Living and Wellness Leadership

  • ChildWatch Leadership, Safety and Operations

    • Provide leadership and operational oversight for the YMCA's ChildWatch department, ensuring a safe, nurturing, welcoming, and engaging environment for children and families.

    • Establish and monitor procedures for child check-in and check-out, supervision, emergency response, incident reporting, and parent communication.

    • Ensure appropriate staffing levels, scheduling, staff training, and supervision to support safe and efficient daily operations.

  • Staff Leadership, Development and Accountability

    • Recruit, hire, train, supervise, coach, and evaluate departmental coordinators, supervisors, and frontline staff in accordance with YMCA policies and established procedures.

    • Provide leadership and professional development opportunities that strengthen employee performance, engagement, and readiness for increased responsibility.

    • Establish clear expectations, individual performance goals, and accountability measures aligned with departmental and organizational priorities. 

    • Conduct regular departmental and leadership team meetings to communicate goals, review performance, address challenges, and strengthen collaboration.

    • Ensure departmental staff complete required training, maintain appropriate certifications, and demonstrate adherence to YMCA policies and service standards.
    • Promote a culture in which staff understand their role in strengthening member relationships, advancing the YMCA's mission, and achieving organizational goals.
  • Financial Management and Operational Excellence

    • Develop and submit annual operating budgets for Member Services, ChildWatch, and Healthy Living in collaboration with organizational leadership.

    • Manage approved departmental budgets, monitor revenue and expenses, and implement corrective actions when necessary to meet financial objectives.

    • Analyze financial performance, membership trends, staffing costs, and program participation to guide operational and budget decisions. Identify opportunities to improve efficiency, maximize resources, strengthen program performance, and responsibly manage departmental expenses.

    • Collaborate with the HR/Finance Director and other leadership team members to support sound financial practices and organizational priorities.

  • Collaboration, Community Engagement, and Mission Advancement

    • Develop and maintain collaborative relationships with community organizations, businesses, volunteers, and other partners that support the YMCA's mission and membership goals.

    • Represent the YMCA professionally at community events, outreach activities, meetings, and speaking engagements as appropriate.

    • Collaborate with other YMCA departments to create coordinated programs, events, and initiatives that strengthen member engagement and community impact.

    • Participate in and actively support the YMCA's Annual Fundraising Campaign and other philanthropic initiatives.



Cause-Driven Leadership Competencies
  • Communication & Influence: Communicates clearly and effectively, builds trust, and positively influences others to achieve shared goals.
  • Inclusion: Creates an environment that values diversity, promotes belonging, and ensures equitable access and participation.
  • Developing Self & Others: Demonstrates commitment to personal growth while coaching, mentoring and developing staff and future leaders.
  • Engaging Community: Builds relationships and partnerships that strengthen the YMCA's impact and connection to the community.
  • Critical Thinking & Decision Making: Uses sound judgment, data, and organizational prioities to evaluate challenges and make effective decisions.
  • Philanthrophy: Supports charitable giving and communicates the YMCA;s mission and community impact
  • Volunteerism: Promotes meaningful volunteer involvement and recognizes the contributions of volunteers.
  • Fiscal Managment: Deomonstrates responsible stewardship of financial resources and accountability for departmental performance.

 

Required Certifications
  • Completion of Praesidium Trainings for Supervisor's within 30 days of hire
  • Current CPR, First Aid, and AED certifications or completion within the first 30 days of hire.
  • Ability to work a flexible schedule, including occaisonal early mornings, evenings and weekends based on organizational needs.