Executive Director of Member Experience

Education Level4 Year DegreeThis position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. The Executive Director of Member Experience provides strategic and operational leadership for the Heart of the Valley YMCA. This executive role is responsible for driving membership growth, engagement, retention, and staff excellence, ensuring that every member interaction reflects the YMCA’s mission, values and commitment to community impact.* Ensure a consistent, high-quality member experience across all locations, from first contact through long-term engagement.* Create and oversee systems that foster a welcoming, inclusive, and relationship-driven culture at every membership touchpoint.* Lead initiatives that strengthen member loyalty, sense of belonging, and program participation.* Serve as a Family Retention and Engagement Specialist, building strong relationships with families to encourage ongoing participation and connection to YMCA programs.* Identify opportunities to enhance the family experience and remove barriers to engagement.* Collaborate with membership, childcare, and program staff to support family pathways across the Y.* Utilize member feedback, data, and insights to continuously improve service delivery and engagement strategies.* Provide direct leadership, coaching, and accountability to branch membership coordinators and teams serving as the “face of the Y.”* Establish training, onboarding, and professional development systems that build confident, high-performing membership staff across the association.* Promote leadership behaviors that reflect YMCA Cause-Driven Leadership competencies, including collaboration, communication, and community-building.* Build a pipeline of membership talent capable of advancing into broader YMCA leadership roles.* Lead and champion the YMCA’s Annual Campaign by fostering a culture of philanthropy that advances the Y’s mission of strengthening community through youth development, healthy living, and social responsibility.* Equip, coach, and support staff and volunteer leaders to effectively engage members, tell the Y story, and inspire giving that ensures access for all.* Collaborate across departments to integrate Annual Campaign messaging into the member experience, highlighting the impact of charitable support on individuals and families.* Build and steward relationships with donors and community partners, ensuring meaningful engagement, recognition, and long-term investment in the YMCA’s cause.## Qualifications* Bachelor’s degree in business, sales, marketing, or a related field (or equivalent experience).* Five (5) or more years of progressive leadership experience in a YMCA is required.* Demonstrated success in meeting or exceeding membership/sales goals and building strong member relationships.* Experience leading multi-site or association-wide teams preferred.* Strong leadership, coaching, and team development skills, with experience training staff in sales and service.* Excellent communication and interpersonal skills, with a warm and engaging presence.* Ability to analyze data, identify trends, and make informed decisions to support growth and retention.* Commitment to the YMCA’s mission and core values, with a passion for strengthening community.
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