Member Experience Director

Macomb Family YMCA, 10 North River Road, Mount Clemens, Michigan, United States of America Job Description Posted Monday, August 24, 2026 at 4:00 AM 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. BE THE BEST PART OF SOMEONE’S DAY WITH A JOB AT THE Y! Now Hiring at the Macomb Family YMCA 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 facilitates regular sales and retention training for staff teams to help drive new membership, program participation and engagement around strategic initiatives. The Member Experience Director will also lead the Group Exercise and Personal Training programs. The member experience includes guiding members along their wellness journey at the YMCA. YMCA Employee Benefits FREE Family Membership & Discounted Access to Programs Flexible Scheduling Family-friendly Work Environment Employee Assistance Program & Retirement Plan Paid Time Off and 10 Paid Holidays Medical, Dental, Vision, Life, and AD&D Insurance Short-term/Long-term Disability and Flexible Spending Account

ESSENTIAL FUNCTIONS:

Oversee the recruitment, interviews, hiring, supervision, and evaluation of highly motivated and productive membership experience team. Provide support to staff as necessary. Ensure individual and staff awareness and understanding of YMCA programs and services, policies and procedures, and customer service and sales skills. Conduct staff meetings and trainings. Oversee all aspects of membership sales, terminations, and exit interviews. Oversee all aspects of Health and Wellness, including Personal Training, Group Exercise, and the Wellness Center. 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. Oversee retention efforts including welcome letters, welcome phone calls and emails, termination letters, renewal notices, and termination follow up calls. Ensure new member onboarding is implemented at the highest level. Ensure current members feel valued and welcomed. Develop and implement annual membership growth and retention goals and objectives that include daily, weekly, and monthly plans. Supervise and manage the department budget. Education/Experience/Training/Certifications Bachelor’s degree in related field preferred or equivalent professional experience in business/customer service required. Experience in customer service, preferably in a busy atmosphere, and typing knowledge Strong organizational and communication skills, friendly, outgoing, accurate, neat, dependable, and a self-starter. Previous supervisory experience required Abilities & Skills Must possess the 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 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, regardless of position, 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. Macomb Family YMCA, 10 North River Road, Mount Clemens, Michigan, United States of America #J-18808-Ljbffr Ymcadetroit