Senior Member Experience Director
Duluthymca, Grand Marais, MN, United States
Senior Member Experience Director
Full-time Regular Downtown Duluth
7 days ago Requisition ID: 1756
Salary Range: $50,000.00 To $60,000.00 Annually
Job Title: Senior Member Experience Director
FLSA Status: Exempt
Job Type: Full-Time
Reports to: Branch Executive
Retirement accounts (You can contribute at any time, but the Y will contribute 12% after two years of service with 1,000 hours in each of the two years)
Medical, Dental, Vision, and Life Insurance Plans
Access to a MNsure Navigator
Medical and Dependent Flexible Spending Accounts available
Long and Short-Term Disability Coverage
Employee assistance program
Complimentary nationwide 2 adult family membership to the Y
Discounts on programs, summer camps, YMCA Camp Miller
Paid time off (About 120 hours/ year and starting with 40 hours)
Paid parental leave
Subscription to the Calm app
Paid holidays
Team member referral program
Employee engagement and appreciation activities
Growth and development opportunities
Free parking
Leadership certification and related training offered and encouraged
Summary/Objective The Senior Member Experience Director provides strategic leadership for all aspects of membership across YMCA branches, while providing direct oversight for the Downtown branch, including recruitment of new members, retention of existing members, build relationships with local businesses and organizations, and supervision of assigned staff. The Director develops, plans, and implements new procedures and methods to achieve strategic goals that are defined in conjunction with the Branch Executives, Y leadership team, and the Lake Superior YMCA community members and guests.
Our Culture Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day.
We are welcoming : we are open to all. We are a place where you can belong and become.
We are genuine:
we value you and embrace your individuality.
We are hopeful:
we believe in you and your potential to become a catalyst in the world.
We are nurturing:
we support you in your journey to develop your full potential.
We are determined:
above all else, we are on a relentless quest to make our community stronger, beginning with you.
Essential Functions
Implement membership strategies that support recruitment of new members and retention of existing members across Superior, Downtown, Grand Marais, and Hermantown locations.
Create and maintain a member service desk at the Downtown branch that is welcoming, high energy, and has a mission of delivering excellent customer service.
Collaborate with Directors to recruit, hire, train, develop, schedule, and direct member service representatives and volunteers at multiple locations.
Review and evaluate staff performance across Superior, Downtown, Grand Marais, and Hermantown locations.
Develop strategies to motivate staff and achieve goals.
Establish new program activities and expand programs within the community in accordance with strategic and operating plans.
Assist in the marketing and distribution of program information; may organize and schedule program registrations. Review and process membership and program scholarship applications.
Develop and maintain collaborative relationships with local businesses, community organizations, and government agencies.
Develop and monitor association-level program budgets to meet fiscal objectives, as well as meet or exceed Downtown Branch’s budget.
Provides strategic leadership in Y fund raising activities and special events across Superior, Downtown, Grand Marais, and Hermantown locations.
Model relationship-building skills (including Listen First) in all interactions. Respond to all member and community inquiries and complaints in a timely manner.
Assist with membership and program committee meetings.
Learn and utilize Y software for member services and programming needs.
Fosters an inclusive environment appreciative of differences in the workplace. Meaningfully participate in and lead efforts to support the Y’s commitment to equity and diversity.
Values: Reinforce the Y’s values within the organization and community
Community: Communicate benefits and impact of the Y’s efforts with stakeholders
Inclusion: Develop strategies to ensure staff and volunteers reflect the community we serve
Relationships: Build and nurture strategic relationships to enhance support of the city
Developing Others: Provide tools and resources for the development of others
Decision-Making: Make sound judgments, and transfer learning from one situation to another
Change Capacity: Demonstrate an openness to change, and seek opportunities in the change process
Responsibilities and Other Functions
Provide customer service to diverse populations
Utilize a Listen First model of relationship-building skills
Coach, mentor, and provide direction to member services staff
Provide inclusive, servant leadership styles to member services staff and Y members and guests
Creatively market Y messages in the member services area for greatest impact to members and guests
Provide direct customer support when staff are unable to assist at the member services area
Problem solves the needs of members and guests to ensure a successful and safe Y environment
Ensure confidentiality pertaining to background information on members and guests
Operational Effectiveness
High satisfaction by members and guests with their experience at the Y
Staff and volunteers meet and exceed Y mission and values
Member Services and lobby areas are clean, free of clutter, and safe for members and guests
The Senior Member Experience Director will work between the front desk and their office to ensure that members and their guests receive positive, respectful service. The work environment will require mobility between different parts of the Y. Will also use standard office equipment: computers, phones, photocopiers, filing cabinets, and fax machines.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Position Type and Expected Hours of Work This is a full-time position. The Lake Superior YMCA is open from early morning to late at night. The Senior Member Experience Director’s hours will generally be Monday through Friday during the day hours. The Director may be required to be available for extended work hours, including weekends, due to staff, membership, and facility needs.
Travel Travel will be necessary to other branch locations for the Lake Superior MCA and local non-YMCA meetings and events.
Required Education and Experience
Bachelor’s Degree or equivalent in fields related to business or hospitality.
Five (5) years of managing a customer service department.
Previous customer service, sales, or related experience; ability to multi-task in person and within programs on a computer.
Excellent interpersonal and problem-solving skills; detail oriented.
CPR/First Aid and AED certified. Training can be provided upon hire and must be obtained within 60 days. Higher levels of certification are accepted.
Experience helping and serving people from diverse socioeconomic segments of the surrounding communities.
Commitment of supporting principles of equal opportunity and affirmative action to achieve a diverse work environment.
Preferred Education and Experience
Master’s degree or equivalent in related field.
Related work experience in a YMCA or similar nonprofit organizations.
Supervisory Responsibility This position will supervise the Downtown Member Services Representatives and volunteers.
Additional Eligibility Qualifications
Must be able to pass a background check.
EEO Statement The Lake Superior YMCA (the Y) provides equal employment opportunities (EEO) to all employees and applicants for employment with regards to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the Y complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
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7 days ago Requisition ID: 1756
Salary Range: $50,000.00 To $60,000.00 Annually
Job Title: Senior Member Experience Director
FLSA Status: Exempt
Job Type: Full-Time
Reports to: Branch Executive
Retirement accounts (You can contribute at any time, but the Y will contribute 12% after two years of service with 1,000 hours in each of the two years)
Medical, Dental, Vision, and Life Insurance Plans
Access to a MNsure Navigator
Medical and Dependent Flexible Spending Accounts available
Long and Short-Term Disability Coverage
Employee assistance program
Complimentary nationwide 2 adult family membership to the Y
Discounts on programs, summer camps, YMCA Camp Miller
Paid time off (About 120 hours/ year and starting with 40 hours)
Paid parental leave
Subscription to the Calm app
Paid holidays
Team member referral program
Employee engagement and appreciation activities
Growth and development opportunities
Free parking
Leadership certification and related training offered and encouraged
Summary/Objective The Senior Member Experience Director provides strategic leadership for all aspects of membership across YMCA branches, while providing direct oversight for the Downtown branch, including recruitment of new members, retention of existing members, build relationships with local businesses and organizations, and supervision of assigned staff. The Director develops, plans, and implements new procedures and methods to achieve strategic goals that are defined in conjunction with the Branch Executives, Y leadership team, and the Lake Superior YMCA community members and guests.
Our Culture Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day.
We are welcoming : we are open to all. We are a place where you can belong and become.
We are genuine:
we value you and embrace your individuality.
We are hopeful:
we believe in you and your potential to become a catalyst in the world.
We are nurturing:
we support you in your journey to develop your full potential.
We are determined:
above all else, we are on a relentless quest to make our community stronger, beginning with you.
Essential Functions
Implement membership strategies that support recruitment of new members and retention of existing members across Superior, Downtown, Grand Marais, and Hermantown locations.
Create and maintain a member service desk at the Downtown branch that is welcoming, high energy, and has a mission of delivering excellent customer service.
Collaborate with Directors to recruit, hire, train, develop, schedule, and direct member service representatives and volunteers at multiple locations.
Review and evaluate staff performance across Superior, Downtown, Grand Marais, and Hermantown locations.
Develop strategies to motivate staff and achieve goals.
Establish new program activities and expand programs within the community in accordance with strategic and operating plans.
Assist in the marketing and distribution of program information; may organize and schedule program registrations. Review and process membership and program scholarship applications.
Develop and maintain collaborative relationships with local businesses, community organizations, and government agencies.
Develop and monitor association-level program budgets to meet fiscal objectives, as well as meet or exceed Downtown Branch’s budget.
Provides strategic leadership in Y fund raising activities and special events across Superior, Downtown, Grand Marais, and Hermantown locations.
Model relationship-building skills (including Listen First) in all interactions. Respond to all member and community inquiries and complaints in a timely manner.
Assist with membership and program committee meetings.
Learn and utilize Y software for member services and programming needs.
Fosters an inclusive environment appreciative of differences in the workplace. Meaningfully participate in and lead efforts to support the Y’s commitment to equity and diversity.
Values: Reinforce the Y’s values within the organization and community
Community: Communicate benefits and impact of the Y’s efforts with stakeholders
Inclusion: Develop strategies to ensure staff and volunteers reflect the community we serve
Relationships: Build and nurture strategic relationships to enhance support of the city
Developing Others: Provide tools and resources for the development of others
Decision-Making: Make sound judgments, and transfer learning from one situation to another
Change Capacity: Demonstrate an openness to change, and seek opportunities in the change process
Responsibilities and Other Functions
Provide customer service to diverse populations
Utilize a Listen First model of relationship-building skills
Coach, mentor, and provide direction to member services staff
Provide inclusive, servant leadership styles to member services staff and Y members and guests
Creatively market Y messages in the member services area for greatest impact to members and guests
Provide direct customer support when staff are unable to assist at the member services area
Problem solves the needs of members and guests to ensure a successful and safe Y environment
Ensure confidentiality pertaining to background information on members and guests
Operational Effectiveness
High satisfaction by members and guests with their experience at the Y
Staff and volunteers meet and exceed Y mission and values
Member Services and lobby areas are clean, free of clutter, and safe for members and guests
The Senior Member Experience Director will work between the front desk and their office to ensure that members and their guests receive positive, respectful service. The work environment will require mobility between different parts of the Y. Will also use standard office equipment: computers, phones, photocopiers, filing cabinets, and fax machines.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Position Type and Expected Hours of Work This is a full-time position. The Lake Superior YMCA is open from early morning to late at night. The Senior Member Experience Director’s hours will generally be Monday through Friday during the day hours. The Director may be required to be available for extended work hours, including weekends, due to staff, membership, and facility needs.
Travel Travel will be necessary to other branch locations for the Lake Superior MCA and local non-YMCA meetings and events.
Required Education and Experience
Bachelor’s Degree or equivalent in fields related to business or hospitality.
Five (5) years of managing a customer service department.
Previous customer service, sales, or related experience; ability to multi-task in person and within programs on a computer.
Excellent interpersonal and problem-solving skills; detail oriented.
CPR/First Aid and AED certified. Training can be provided upon hire and must be obtained within 60 days. Higher levels of certification are accepted.
Experience helping and serving people from diverse socioeconomic segments of the surrounding communities.
Commitment of supporting principles of equal opportunity and affirmative action to achieve a diverse work environment.
Preferred Education and Experience
Master’s degree or equivalent in related field.
Related work experience in a YMCA or similar nonprofit organizations.
Supervisory Responsibility This position will supervise the Downtown Member Services Representatives and volunteers.
Additional Eligibility Qualifications
Must be able to pass a background check.
EEO Statement The Lake Superior YMCA (the Y) provides equal employment opportunities (EEO) to all employees and applicants for employment with regards to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the Y complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
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