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Member Experience Director

YMCA • 400 West Washington Street Ann Arbor, MI 48103 United States • 2w ago

YMCA

Ann Arbor YMCA

Location

400 West Washington Street
Ann Arbor, MI 48103
United States

Salary

$62,000.00

$67,000.00

How to Apply

Apply Online

Find a rewarding career path at the Ann Arbor Y with opportunities to grow professionally while making a positive impact in your community

Job Description

Under the supervision of the Senior Facilities Director, the Member Experience Director is responsible for the management, direction, and coordination of all membership related activity, including but not limited to member recruitment, retention, engagement and involvement, while promoting service excellence. This position oversees the daily operations of all Membership Service Desk functions, including collaborative work with other departments to ensure a high-impact member experience. The Member Experience Director has direct supervision of the Assistant Membership Director, Welcome Center Coordinator, supervision of the part time front desk staff and new member specialists, and shared supervision responsibilities for the MODs.The Member Experience Director must be member-oriented, have strong leadership skills, excellent communications skills and possess the ability to guide and inspire outstanding performance.

These duties will be performed in accordance with the established goals and policies of the Board of Directors, the overall YMCA mission and purpose, and all legal regulations.

Qualifications

Qualifications:

Bachelor’s degree in communications, business management, psychology, or a related field is required.
A minimum of five (5) years’ experience in a related field or three (3) years of YMCA membership experience is required, experience with YMCA branch openings and Corporate Membership a plus.
Proven supervisory/leadership experience required.
Team Leader required or ability to attain within one year of hire. YMCA Multi Team/Branch Leader Certification preferred.
Communication skills are required as they relate to high-level member retention activity.
Incumbent must be organized, detail-oriented, accurate, dependable, and able to manage multiple projects.
Proven customer service experience, with preference given to call center experience.
A positive, can-do attitude and the ability to work creatively and independently or as part of a team.
Experience in budget management, data processing, and information technology skills.
Must have ability to work in a fast-paced environment, set priorities, and work with a wide variety of individuals.
Ability to improve and streamline processes, handle multiple administrative tasks, and provide guidance and resolve complex customer and personnel issues.
High proficiency in computer skills, including Microsoft Office. Daxko knowledge is desired, but not required.
Bilingual is desired, but not required.
CPR, First Aid, and chauffeur’s license preferred.
Commitment to the YMCA mission and Character Development program.
Have or obtain Safe Serve certification within 6 months of employment

WORKING CONDITIONS:

This section includes any unique working conditions as well as physical/mental expectations, which will vary based on the position and may be performed with or without reasonable accommodation.

Ability to work more than a 40-hour week with irregular work hours, including occasional early morning, evening and weekend hours. Required to work at least 10 hours per week in frontline membership roles.
Ability to walk, stand, and sit (including on the floor) for long periods of time.
Exposure to communicable diseases and bodily fluids.
Must be able to lift and/or assist average size person up to 180 pounds in weight.
Must be able to lift and carry food and supplies weighing up to 20 pounds.
Ability to stand or sit while maintaining alertness for several hours at a time.
Position may require bending, leaning, kneeling, and walking.
Ability to speak concisely and effectively communicate.
Visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergency
Ability to view/enter data for long periods of time.

Essential Functions

Fiscal Management/Administrative Work:

1. With the guidance of the Senior Facilities Director, develop, manage, and supervise the membership budget. Monitor and make changes appropriately.
2. Develop, meet and exceed monthly/annual Membership Goals. Recommend fee increases as necessary.
3. Investigate trends in finances according to monthly and annual reports. Constantly review and complete program analysis to ensure responsible fiscal controls.
4. Monitor all financial recordkeeping, billing procedures and collections as it relates to Membership, in collaboration with the Business Office.
5. Maintain record keeping for membership and staff files according to YMCA, and other accrediting/licensing agencies.

Personnel:

Oversee all responsibilities related to recruiting, hiring, orienting, training, scheduling, supervising, regularly evaluating, and any involuntary terminations of the membership staff.
Drive a member-engagement culture through a team-based structure that encourages relationships and provides opportunities for members to become involved, serve, and lead YMCA programs.
Drive a sales culture – in branch and Corporate Memberships program -Focus on strong outreach, onboarding, and follow through to ensure members are successfully transitioned from a lead to a member.
Provide direction throughout the association in member integration and discipline, including behavior modification by staff throughout the building.
Prepare staff teams as the “knowledge experts” regarding Y programs and services
Ensure the fair and equal treatment of others.
Develop plans and strategies to ensure that staff and volunteers reflect the demographics of the community being served
Works with all departments to ensure front-line staff are aware of ALL building activities and flow of traffic to ensure proper staffing at all times.

Facility and Safety

Manage the day-to-day operation of the membership department.
Keep the safety of members, especially children, as the priority; know how to recognize suspected Child Abuse and Neglect and reporting procedures, as required by the State of Michigan and the Ann Arbor YMCA. Train membership staff in emergency procedures.
Coordinate the Membership Department’s maintenance/housekeeping needs with Facilities Director. Monitor equipment of the Welcome Center, lobby, and membership offices. Identify repair and replacement as necessary.
Maintain and improve the system for response, referral, and follow up to member concerns regarding membership related equipment and furnishings.
Ensure the local, state, and federal guidelines are followed including food safety and emergency procedures, and health care.

Member Recruitment and Retention

Manage the development and implementation of comprehensive membership recruitment and retention programs.
Compile all necessary reports, including daily, monthly, seasonal, and annual as relates to new, current, and cancelling members.
Review and evaluate statistics as it relates to the member experience, including but not limited to phone calls, tours, sales, and registrations. Create and continually monitor systems that enable staff to successfully respond to the wants, needs, and interests of new members and participants.
Be proactive in developing and implementing new member acquisition efforts, programs and initiatives that meet the community needs and identify value-add opportunities. Pursue opportunities to promote the YMCA in businesses with Worksite Wellness/Corporate Membership Opportunities.
Monitor new member surveys monthly to ensure members feel welcome and actively respond to the results
Develop and execute systems that ensure consistent prospective and existing member tracking, follow up, engagement, and recapturing of cancelled members.
Cultivate member relationships – with the goal to move members through the casual, connected, committed cycle. This includes cultivating members for volunteers for programs, committees, Board of Directors and Annual Campaign.

Member Services

Provide excellent customer service to members and non-members; act as an example and role model for staff. Develop and maintain positive relationships with members, program participants and volunteers.
Create and maintain member program culture that promotes the YMCA’s mission, vision, and core values.
Develop and execute systems that ensure members feel welcome and actively respond to the results.
Monitor and strengthen key drivers; member loyalty, cleanliness, friendliness, and value for the money.
Formulate, develop, and coordinate high-quality programs, workshops and events to support core program goals in accordance with the Association’s strategic plan.
Ensure regularly scheduled special events and opportunities for members that are consistent with the mission of the YMCA. Provides direction, guidance and expectations for staff planning daily, weekly and monthly member activities.
Demonstrate cultural competencies and respect for all people’s backgrounds by incorporating cultural, linguistic and familial values and beliefs into the program and culture of the YMCA.
Model positive adult-to-child and adult-to-adult interactions and foster an atmosphere of respect for children and adults.
Commit adequate resources to develop and facilitate appropriate relationships with and between members.
Support registration process for program registrations and camp registrations.
Creates and manages an updated filing system for paper member documentation/member modifications and uses digital upload system in Daxko to maintain approved documentation.
Audits membership files for accuracy; including Age Up reporting, CC Returns, Updated CCs and etc.
Oversee management of collections and returns monthly with a goal to adequately reduce collectible debt amount by month-end, and to ensure member’s accounts are up to date and accurate.

Communication:

In collaboration with the Marketing/Communications Director, create and execute a membership marketing plan including marketing materials, digital communications, and related releases as required for the Membership Department.
Meet regularly with membership staff, maintain close/ongoing communication, keeping them informed of any important information.
Responsible for all aspects of customer service as it relates to Membership and the Welcome Center and including addressing all inquiries and complaints in a timely and thorough manner.
Meet with supervisor, as needed, providing updates on department. Keep supervisor informed of any important information and provide regular site status updates.
Use abilities such as attention to details, multitasking, and strong oral, auditory and written communication skills to interact with adults and children daily.
Demonstrate poise and professionalism with staff, members, parents, participants, community members, and others.

Other

Act as member of management team; help in general building supervision.
Participate in the Ann Arbor YMCA annual fundraising campaign; participate in other community events and fundraiser as required.
Expected to take advantage of opportunities for self-development and growth. Attend trainings and conferences as assigned.
Special projects as assigned. This is not intended to be all-inclusive. It is understood that the employee will also perform other reasonably related business duties if requested by the supervisor.

Cause-Driven Leadership Competencies

Team Leader

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