Member Experience Director

The YMCA of Metropolitan Detroit is a non-profit organization dedicated to strengthening the foundation of community through youth development, healthy living, and social responsibility. Imagine going to work knowing that what you do each day positively affects the lives of the people in your community. Working at the Y, you’ll discover more than just a job—you’ll enjoy a career with the chance to make a lasting difference in the lives of those around you.

POSITION SUMMARY:
Under direction from the Membership Director, the Member Experience Director supports all aspects of a high-quality YMCA user experience. The Member Experience Director is responsible for ensuring exceptional service and assistance to YMCA members, prospective members and guests through internal and external strategies. The Member Experience Director is heavily focused on direct member service, program and membership growth strategies and administrative responsibilities. The Member Experience Director is charged with the development of member recruitment and satisfaction. With the “Member Experience” as the foundation of this role, the position under the guidance of the Membership Director is responsible for the planning, coordination, administration of all membership retention efforts.

ESSENTIAL FUNCTIONS:

• Implement membership strategies that support recruitment of new members and retention of existing members. Create an inclusive, member-focused culture and model relationship-building skills in all interactions.
• Facilitate the high quality implementation of member onboarding programs and their necessary connection points. Support oversight of retention efforts including welcome letters, welcome phone calls and emails, termination letters, renewal notices, NSF processes and termination follow up calls.
• Personally leads the member experience by working at the welcome center during prime time and other times as needed or directed by the business needs or association expectations.
• Support special events, presentations, seminars, and membership promotions at the Y and in the surrounding community. Be proactive in organizing member engagement functions. Manage events calendar to ensure robust communication and impactful activities.
• Promote program enrollment in interactions with existing and potential members. Coordinate program registration, including logistics to support phone, walk-in and web registration. Coordinate with marketing efforts to maximize enrollments and provide ongoing support to Program Directors.
• Work closely with the Welcome Center team to train, coach, educate and support, resulting in both excellent service delivery and a high quality staff experience.
• Ensure proper implementation of and compliance with Welcome Center business procedures, in collaboration with Business Office Manager and other leaders.
• Facilitate robust communication and provide leadership to Welcome Center staff regarding all program updates, changes, facility issues, etc.
• Maintain familiarity with all YMCA programs and functions.
• Work a flexible schedule that may include a rotation of evenings, weekends and/or holidays.
• Play an active role in annual campaign efforts and positioning the Y as a cause driven organization.
• Participate in the YMCA leadership team to ensure branch strategic priorities are met. Attend staff meetings, trainings and participate in strategic initiatives.

QUALIFICATIONS:

• Bachelor’s degree in related field preferred or equivalent professional experience in business/customer service required.
• Must have the ability to relate to a wide variety of individuals and have a can-do, proactive attitude with a willingness to help where ever needed.
• Must possess the ability to follow through on requests, meet deadlines, manage multiple priorities, and provide the highest level of customer service.
• Must be self-directed, innovative and creative person.
• Requires a quality work balance with the ability to expedite projects efficiently is necessary.
• Must possess the ability to work calmly and effectively with difficult situations.
• Must have a mix of relationship-building skills with technical knowledge.
• Must have strong computer skills and an aptitude to learn new technology. Exceptional phone and interpersonal skills are necessary for success.
• Must be available to work early mornings, nights, weekends, and/or holidays with a minimum of one evening, one early morning, and one weekend per month.
• Strong writing and verbal communication skills along with conceptual planning are required.

The YMCA of Metropolitan Detroit (“YMCA”) is an equal opportunity employer and seeks to be an inclusive and welcoming environment for all. The YMCA does not discriminate in recruitment, hiring or other terms or conditions of employment on the basis of race, color, gender, gender identity, sex, age, religion, national origin, genetic information, ethnicity, height, weight, marital status, sexual orientation, disability, military status or application or any other basis protected by state, federal or other applicable law.

The YMCA of Metropolitan Detroit is committed to ensuring the safety and well-being of children in our programs. We hold all staff, regardless of position, to the highest possible standards. We require all staff to be screened regularly and sign a code of conduct. All staff will be monitored when interacting with

program participants. We take any inappropriate interactions between program

participants and with staff very seriously and will fully cooperate with

authorities in any case of abuse.