Member Experience Director - Southwest YMCA
Job description
- Implements membership strategies that support enrolling new members (sales) and retention of existing members. Creates a member-focused culture and models relationship-building skills in all interactions. Fosters a climate of innovation and shares responsibility with all Y staff team for member engagement and retention results.
- Recruits, hires, trains, develops, schedules, and directs Welcome Center personnel. Reviews and evaluates Welcome Center staff performance. Develops strategies to motivate staff and achieve goals.
Develop relationships with members by learning names and discovering their goals and interests. Take action to help them achieve their goals by connecting them with branch staff, members, programs, and classes. - Coordinates with marketing efforts to promote branch personality by highlighting important characteristics of member base and local community. Collects assets for social media and schedules the posts with marketing.
- Organizes membership events at the YMCA and represents the YMCA at community events to promote the YMCA. Opens doors to local businesses, companies, and organizations on value of YMCA membership and cause driven work.
- Participates in the annual campaign
- Leads and participates in staff meetings and/or related meetings.
PHYSICAL DEMANDS:
QUALIFICATIONS:
- Bachelor's degree preferred
- Minimum of three years of experience in customer service or similar field
- Strong sales and customer service preferred
- Three years of supervisory experience
- Ability to relate effectively to diverse groups of people
- Great organizational and interpersonal skills including written and verbal communication; Bilingual a plus
- Ability to build relationships with staff, members, and participants
- Ability to multi-task, and make sound independent judgments
- Available to work some evenings and weekends
- Strong computer skills
- Bilingual preferred
YMCA COMPETENCIES (Team Leader):
Mission Advancement: Models and teaches the Y's values. Ensures a high level of services with a commitment to improving lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fundraising.
Collaboration: Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively customizes communications to the appropriate audience. Provides staff with feedback, coaching, guidance, and support.
Operational Effectiveness: Provides others with framework for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high qualify results using a formal process to measure progress.
Personal Growth: Shares new insights. Facilitates change; models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance.
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