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Membership Member Experience Director

Farmington Hills, MI, USA | YMCA

  • Industry:
    Non-Profit / Social Enterprise
  • Position Type:
    Full-Time
  • Functions:
    Business Development
    General Management
  • Experience:
Job Description:
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POSITION SUMMARY:


Under direction from the Membership & Marketing 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.


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.


Support the oversight of all aspects of the membership sales process, including inquiries, follow up calls, tours, sales and guest visits. Track, record and manage inquiries using applicable software tools and other systems.


Facilitate the high quality implementation of member on-boarding 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.


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 Farmington Family YMCA leadership team to ensure branch strategic priorities are met. Attend staff meetings, training's and participate in strategic initiatives.


YMCA COMPETENCIES (Leader):


Mission Advancement:Accepts and demonstrates the Y's values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.


Collaboration:Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.


Operational Effectiveness:Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.


Personal Growth:Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.


QUALIFICATIONS:


Bachelor’s degree in related field preferred or equivalent professional experience in business/customer service required.


Applicant 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.


Quality work balance with an ability to expedite projects efficiently is necessary.


The applicant must also possess an ability to work calmly and effectively with difficult situations.


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 two weekends per month.


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