Member Experience Director (Bedford-Stuyvesant YMCA)
YMCA of the USA, Brooklyn, New York, United States, 11210
Overview
The Bedford-Stuyvesant YMCA is seeking a Membership Experience Director. Salary: $66,300 - $72,000 annually. The Membership Experience Director provides supervision and leadership to the Membership department, aiming to achieve membership unit and revenue targets. Responsibilities include following up with prospects, giving tours, and selling memberships according to the Y’s systems. The position also manages budget development and implementation, retention, member satisfaction, local branch marketing, external outreach, relationship building, creating systems for quality assurance, strategic planning, and staff development. The role ensures an efficient internal and external membership operation, with support from the Membership Coordinator, if applicable. 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 employment status (full-time or part-time), tenure, and/or 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. Qualifications
Bachelor’s Degree in business administration or related field, with a focus in sales and marketing or equivalent work experience required. Three (3) to 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. Willingness to work at special events and some weekends. Essential Functions
Daily responsibilities: Monitor progress toward the branch’s goals (units, revenue, collections, prospecting, conversions, and retention) by utilizing the Tableau dashboard to access data and review reports; set daily goals to achieve long-range objectives; 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 interactions with members, and provide coaching when needed; hold membership staff accountable for handling inquiries by telephone and in person; walk through the facility to spot-check cleanliness, maintenance, scheduling, and signage, and talk with members to obtain feedback. Bi-weekly responsibilities: Attend branch staff meetings for director-level staff; review anticipated credit card draft reports, monitor projected shortfalls in revenue, and respond accordingly; follow up with canceled members to understand why they left and attempt to retain them as members. Monthly responsibilities: Review finance and tracking reports, post prospect tracking spreadsheet to the shared drive, post 3rd party payer utilization reports, calculate conversion rates, follow up according to the New Member Survey system, serve as Branch liaison to the Association’s Membership Cabinet, develop and execute local marketing strategies (including digital mediums), prepare for membership campaigns and staff meetings, and collaborate with the Healthy Lifestyles Director/Coordinator to grow membership. Annual responsibilities: Assist in fundraising and sustaining campaigns focusing on Members as Donors; prepare and conduct annual staff performance reviews with the Membership Coordinator (if applicable); work with the branch Business Office Manager on the Fall budget process. 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). Attend and participate in branch and Association events and meetings; participate in training, seminars, and conferences related to membership, including sales, prospecting, marketing, and retention. Respond to member and staff concerns (e.g., comment cards, walk-ins, calls, emails). Engage in community outreach to develop prospects (e.g., local health fairs and events). Meet quarterly with the Aquatics, Youth & Family, and Property Directors to discuss the membership value proposition and evaluate needs. Volunteer for committee work and uphold all Association policies; demonstrate core values of caring, honesty, respect, and responsibility.
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The Bedford-Stuyvesant YMCA is seeking a Membership Experience Director. Salary: $66,300 - $72,000 annually. The Membership Experience Director provides supervision and leadership to the Membership department, aiming to achieve membership unit and revenue targets. Responsibilities include following up with prospects, giving tours, and selling memberships according to the Y’s systems. The position also manages budget development and implementation, retention, member satisfaction, local branch marketing, external outreach, relationship building, creating systems for quality assurance, strategic planning, and staff development. The role ensures an efficient internal and external membership operation, with support from the Membership Coordinator, if applicable. 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 employment status (full-time or part-time), tenure, and/or 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. Qualifications
Bachelor’s Degree in business administration or related field, with a focus in sales and marketing or equivalent work experience required. Three (3) to 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. Willingness to work at special events and some weekends. Essential Functions
Daily responsibilities: Monitor progress toward the branch’s goals (units, revenue, collections, prospecting, conversions, and retention) by utilizing the Tableau dashboard to access data and review reports; set daily goals to achieve long-range objectives; 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 interactions with members, and provide coaching when needed; hold membership staff accountable for handling inquiries by telephone and in person; walk through the facility to spot-check cleanliness, maintenance, scheduling, and signage, and talk with members to obtain feedback. Bi-weekly responsibilities: Attend branch staff meetings for director-level staff; review anticipated credit card draft reports, monitor projected shortfalls in revenue, and respond accordingly; follow up with canceled members to understand why they left and attempt to retain them as members. Monthly responsibilities: Review finance and tracking reports, post prospect tracking spreadsheet to the shared drive, post 3rd party payer utilization reports, calculate conversion rates, follow up according to the New Member Survey system, serve as Branch liaison to the Association’s Membership Cabinet, develop and execute local marketing strategies (including digital mediums), prepare for membership campaigns and staff meetings, and collaborate with the Healthy Lifestyles Director/Coordinator to grow membership. Annual responsibilities: Assist in fundraising and sustaining campaigns focusing on Members as Donors; prepare and conduct annual staff performance reviews with the Membership Coordinator (if applicable); work with the branch Business Office Manager on the Fall budget process. 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). Attend and participate in branch and Association events and meetings; participate in training, seminars, and conferences related to membership, including sales, prospecting, marketing, and retention. Respond to member and staff concerns (e.g., comment cards, walk-ins, calls, emails). Engage in community outreach to develop prospects (e.g., local health fairs and events). Meet quarterly with the Aquatics, Youth & Family, and Property Directors to discuss the membership value proposition and evaluate needs. Volunteer for committee work and uphold all Association policies; demonstrate core values of caring, honesty, respect, and responsibility.
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