Member Experience Director

Member Experience Director | YMCA OF GREATER NEW YORKSkip to main content## User account menu* GivePowered by## Main navigation* Welcome* Programs* Membership* Locations* Stay* Support## Breadcrumb1. Home2. Careers3. Member Experience Director## Member Experience DirectorEmployment TypeFull-TimeJob CategoryMember ServicesBoroughBrooklynLocationBedford-Stuyvesant YMCA**Salary: $66,300 - $72,000 Annually** The YMCA of Greater New York is here for all New Yorkers — to empower youth, improve health, and strengthen community. Founded in 1852, today the Y serves a diverse population of more than half a million New Yorkers who learn, grow, and thrive through programs and services at our 24 branches. Community is the cornerstone of the Y. Together, we connect active, engaged New Yorkers to build stronger communities. To help fulfill our mission, we cultivate a culture of learning, leading, and collaboration to enhance community impact. Through our talented staff and “LEAP” career framework (Leadership, Empowerment, Accountability, Personal Growth), we are committed to a people-first approach that fosters trust, inclusion, growth, and development for all. The Bedford-Stuyvesant YMCA is seeking a Membership Experience Director who will provide supervision and leadership to the Membership department. Responsibilities include achieving membership unit and revenue targets by personally following up with prospects, giving tours, and selling memberships according to the Y’s systems. The Member Experience Director will also be responsible for budget development and implementation, retention, member satisfaction, local branch marketing, external outreach, relationship building, creating systems for quality assurance, strategic planning, and staff development. They will be responsible for an efficient internal and external membership operation, with the support of the Membership Coordinator, if applicable. **Key Responsibilities:** **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 3rd party payer utilization reports for payment and process payments 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) in collaboration with the membership coordinator (if applicable).* Meet with the Healthy Lifestyles Director/Coordinator 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 Office 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 Service Representatives).* As appropriate, attend and participate in various branch and/or Association events and meetings.* Attend training, 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).* 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.**Desired Skills & Experience:*** Bachelor’s Degree in business administration or related, with a focus in sales and marketing, or equivalent work experience required.* Three (3) - five (5) years in a member/customer service supervisory/management position.* Must be at least 21 years of age.* Knowledge of sales, new member acquisition, prospecting, and conversions.* Knowledge of digital marketing and analytics.* Personal commitment to service and hospitality.* Excellent interpersonal skills.* Excellent written and oral communication skills.* Computer literate. Working Knowledge of Microsoft Office, SEM/SEO, and social media outreach.* Ability to work in a fast-paced environment.* Must be willing to work at special events and some weekends.**Benefits:** The YMCA of Greater New York offers a variety of benefits to its staff members, including retirement benefits, medical, paid time off, free YMCA membership, and more! Benefit eligibility is determined by an individual’s employment status (i.e., full-time or part-time), tenure, and/or the number of hours scheduled to work. Click here for more information. **How to Apply:** If you would like to be a member of our dynamic team, please complete our online application and submit your résumé and a thoughtful cover letter that explains your interest in the role and our organization. If you are a current YMCA employee, please submit your application through the Internal Career Site in CornerstoneApply Now #J-18808-Ljbffr YMCA