Director of Member Experience & Community Outreach

At the Marshfield Clinic Health System YMCA, we believe every interaction is an opportunity to create belonging. The Director of Member Experience & Community Outreach plays a critical leadership role in shaping how members, guests, and the broader community experience our Y—from their very first hello to their long-term connection with our mission. This role leads our frontline team and member services operations with a focus on hospitality, inclusion, and excellence. More than managing a desk or a schedule, this leader sets the tone for our culture, ensures our facility feels welcoming and safe at all times, and builds meaningful connections within our community. The ideal candidate is a people-first professional who thrives at the intersection of service, leadership, and community impact. Minimum of 3-5 years of supervisory experience or progressive leadership experience in developing teams, preferably in a customer service, membership, hospitality, or community-based setting, with the ability to motivate, retain, and support staff while fostering a positive, inclusive, and accountable culture. Bachelor’s degree in communications, management, or a related field OR an equivalent combination of education and relevant experience. Strong interpersonal, communication, and problem-solving skills, with a passion for building relationships that strengthen member engagement, satisfaction, and retention. Ability to manage staff schedules, oversee operations outside of standard business hours, and ensure a safe, positive, and welcoming facility experience. Strong organizational skills with the ability to manage daily operations while maintaining a big-picture, strategic perspective. Experience working with customer relationship management (CRM) systems and using data to support member engagement and retention. Ability to develop and manage departmental budgets, responsibly oversee financial resources, and support fundraising efforts, including the YMCA’s Annual Campaign. Self-directed, motivated, and creative leader who models YMCA values, coaches with empathy, and holds staff accountable with clarity and consistency. Working knowledge of Microsoft Office or similar software. Ability to work a flexible schedule, including evenings and weekends, as needed to support staff and facility operations. Willingness to obtain and maintain required YMCA certifications within the first 90 days, including CPR, AED, First Aid, Child Abuse Prevention, Bloodborne Pathogens, and Hazard Communication, and to participate in ongoing training and professional development. Spanish-speaking ability is a plus and supports our commitment to serving the full diversity of our community.

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