This position has a role focusing on program oversight and leadership as well as Membership. This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening the community through youth development, healthy living, and social responsibility.

The Member Experience Director will supervise all aspects of membership retention, sales, appreciation, and assigned program oversight. Emphasis shall be on maintaining the highest level of customer service as well as the overall process of selling, connecting, and promoting relationship-based membership. This individual must possess computer skills and have experience in developing and implementing programs and customer service. This position will create a safe and positive atmosphere that welcomes and respects all individuals while providing leadership, knowledge of hiring, training, and staff supervision, excellent verbal and written communication skills, problem-solving, and orientation for membership sales and promotion. The Membership and Program Director must be friendly, outgoing, creative, and flexible with leadership, management, and organizational skills. They will also participate as part of assigned branch and association teams and maintain a professional manner with members, staff, volunteers, and the community.

• Bachelor's degree in human services, social services, recreation, business or equivalent or three or more years of program management experience, preferably in a YMCA or other not-for-profit agency
• Ability to direct programs through supervision of volunteers and staff, development and monitoring of budgets, marketing, and public relations, program development and fund-raising
• Prefer knowledge of, and previous experience with, diverse populations
• Ability to establish and maintain collaborations with community organizations
• YMCA Team Leader or Multi-team/Branch Leader certification preferred
• Demonstrated skills and experience in customer service, public relations, organizational skills, communications, and supervision
• Experience in the field of sales, customer relations, and marketing
• Experience in office/administrative support and computer knowledge
• Demonstrated professionalism in both attitude and appearance
• Excellent written and oral communication skills

Member Experience and Retention

• Coordinate branch-specific events and incentives in order to build retention and increase member experiences.
• Work with staff to meet branch and Association goals for member acquisition and retention.
• Assist Association Marketing in internal/external marketing strategies and production of material to promote internal/external member experience and retention.
• Liaison for internal and external member needs/concerns.
• Work scheduled hours in the program area, MOD, and Connectivity during peak hours, minimum of 20 hours/week modeling a commitment to excellence

Supervise and Develop Staff

• Recruits hires, trains, develops, supervises, schedules, and directs staff and volunteers as needed. Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals. Ensures records of staff certifications are current and complete.
• Ensures staff compliance with Association requirements and standards
• Models our YMCA values through fun, positive relationships with staff and members. Seek every opportunity to encourage, motivate and thank fellow staff members for their work.
• Participates in applicable training and conferences to further professional growth as outlined in annual training plans.
• Facilitates relationships and schedules regular communication with branch staff.
• Hold staff accountable to established policy and procedures, ensuring all staff are trained appropriately and well equipped to fulfill the expectations and functions of their position.
• Hold staff meetings and training opportunities on a regular basis.

Financial Development

• Develop relationships with internal/external members to secure financial development success.
• Provide training and equip staff with tools to better communicate our cause.
• Provide support in annual giving efforts to increase the participation percentage of our membership base.
• Provides leadership and support to the annual fundraising campaign through community outreach, recruiting campaigners, making personal asks and supporting branch events
• Support and participate on volunteer committees/boards as assigned.
• Assist staff leadership team in reaching campaign goals through recruiting campaigners, making personal asks, and supporting branch

Fiscal Accountability and Administration

• Develop and monitor branch budget following the association guidelines and best practices.
• Meet all annual and monthly reporting deadlines.
• Utilize Daxko, membership system, to monitor resources and revenue lines.
• Provide support related to administration functions for department and branch needs as required.
• Ensures payroll records are accurately inputted for staff.

Association

• Works closely with the marketing department to ensure all marketing deadlines are met and initiatives are successful.
• Participates in assigned branch and association-wide events, meetings and activities.

This job announcement is not intended to be inclusive of all functions, responsibilities and qualifications associated with the position, however, representative of the essential job functions and typical criteria considered necessary to successfully perform the position.