Member Experience Director (Park Slope Armory YMCA)

Daily responsibilities:

• Monitor progress towards the branch’s goals (units, revenue, collections, prospecting, conversions, and retention) by utilizing the Tableau dashboard to access data and review all necessary reports.
• Set daily goals in order to achieve long-range goals.
• Personally follow up with prospects (non-join tours, guest pass users, health fair participants, outreach prospects, etc.), give tours, and process memberships and registrations in the Y’s AS400 system.
• Check in with staff, observe their interaction with members, and provide coaching when needed.
• Hold membership staff accountable for handling membership inquiries by telephone and in person.
• Walk through the facility to spot-check cleanliness, maintenance, scheduling, and signage. Talk with members to obtain their feedback.

Bi-weekly responsibilities:

• Attend staff meetings at the branch for director-level staff.
• Review expected credit card draft report – watch for projected shortfalls in revenue and respond accordingly.
• Follow up with canceled members to gain perspective on why they left the Y and attempt to retain them as members.

Monthly responsibilities:

• Review the finance and tracking reports prepared by the Association Office’s Finance Department, look for trends, and plan accordingly.
• Post the prospect tracking spreadsheet to the shared drive.
• Post third-party payer utilization reports for payment and process payment when received.
• Calculate the conversion rates for prospects to sign up.
• Follow up according to the systems established for the new member Survey.
• Serve as the Branch liaison to the Association’s Membership Cabinet; attend and participate in all cabinet meetings.
• Develop and execute local marketing strategies, including digital mediums. Utilize research and respond to industry trends.
• Prepare for the membership campaigns (i.e., increase staff schedule, communications, open houses, local outreach, etc.).
• Prepare for and facilitate membership staff meetings (agenda, minutes, etc.) in collaboration with the membership coordinator (if applicable).
• Meet with the Healthy Lifestyles Director/Coordinator, Youth & Family Director, and Teen Director to work cohesively to grow membership.

Annual responsibilities:

• Assist in fundraising efforts and annual sustaining campaigns with a focus on Members as Donors.
• In collaboration with the Membership Coordinator (if applicable), prepare and conduct annual performance reviews for staff.
• Work with the branch Business Manager in the Fall to prepare an annual budget, including table files.

Continuing responsibilities:

• Establish systems and monitor adherence to membership policies, procedures, and standards.
• Recruit, hire, train, develop, evaluate, and supervise membership staff (Coordinator, Specialists, Member Experience Representatives).
• As appropriate, attend and participate in various branch and/or Association events and meetings.
• Attend training sessions, seminars, and conferences related to membership, including sales, prospecting, marketing, and retention training.
• Respond to member and staff concerns (i.e., comment cards, walk-ins, calls, emails, etc.).
• Community outreach for the purpose of developing prospects, including attending local health fairs and events.
• Meet quarterly with the Aquatics, Youth & Family, and Property Directors to discuss the membership value proposition and evaluate needs and changes.
• Volunteer committee work.
• Uphold all Association policies and demonstrate core values of caring, honesty, respect, and responsibility