Member Experience Director (McBurney YMCA)
Full-Time / Regular
$72,000 - $77,000 Salaried
The YMCA of Greater New York is here for all New Yorkers — to empower youth, improve health, and strengthen community. Founded in 1852, today the Y serves a diverse population of more than half a million New Yorkers who learn, grow, and thrive through programs and services at our 24 branches. Community is the cornerstone of the Y. Together, we connect active, engaged New Yorkers to build stronger communities.
To help fulfill our mission, we
cultivate a culture of learning, leading, and collaboration to enhance
community impact. Through our talented staff and “LEAP” career framework
(Leadership, Empowerment, Accountability, Personal Growth), we are committed to
a people-first approach that fosters trust, inclusion, growth, and development
for all.
The McBurney YMCA is seeking a Membership Experience
Director who will
provide supervision and leadership to the Membership department.
Responsibilities include achieving membership unit and revenue targets by
personally following up with prospects, giving tours, and selling memberships in accordance with the Y’s systems. The Member Experience Director will also be responsible for budget development and implementation, retention, member satisfaction, local branch marketing, external outreach, relationship building, creating quality assurance systems, strategic planning, and staff development. They will be responsible for an efficient internal and
external membership operation, with the support of the Membership Coordinator,
if applicable.
Key Responsibilities:
Daily
responsibilities:
- Monitor progress towards the branch’s goals (units, revenue, collections, prospecting, conversions, and retention) by utilizing the Tableau dashboard to access data and review all necessary reports.
- Set daily goals in order to achieve long-range goals.
- 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 their interaction with members, and provide coaching when needed.
- Hold membership staff accountable for handling membership inquiries by telephone and in person.
- Walk through the facility to spot-check cleanliness, maintenance, scheduling, and signage. Talk with members to obtain their feedback.
Bi-weekly
responsibilities:
- Attend staff meetings at the branch for director-level staff.
- Review expected credit card draft report – watch for projected shortfalls in revenue and respond accordingly.
- Follow up with canceled members to gain perspective on why they left the Y and attempt to retain them as members.
Monthly
responsibilities:
- Review the finance and tracking reports prepared by the Association Office’s Finance Department, look for trends, and plan accordingly.
- Post the prospect tracking spreadsheet to the shared drive.
- Post third-party payer utilization reports for payment and process payment when received.
- Calculate the conversion rates for prospects to sign up.
- Follow up according to the systems established for the new member Survey.
- Serve as the Branch liaison to the Association’s Membership Cabinet; attend and participate in all cabinet meetings.
- Develop and execute local marketing strategies, including digital mediums. Utilize research and respond to industry trends.
- Prepare for the membership campaigns (i.e., increase staff schedule, communications, open houses, local outreach, etc.).
- Prepare for and facilitate membership staff meetings (agenda, minutes, etc.) in collaboration with the membership coordinator (if applicable).
- Meet with the Healthy Lifestyles Director/Coordinator, Youth & Family Director, and Teen Director to work cohesively to grow membership.
Annual
responsibilities:
- Assist in fundraising efforts and annual sustaining campaigns with a focus on Members as Donors.
- In collaboration with the Membership Coordinator (if applicable), prepare and conduct annual performance reviews for staff.
- Work with the branch Business Manager in the Fall to prepare an annual budget, including table files.
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 Experience Representatives).
- As appropriate, attend and participate in various branch