Member Experience Director-YMCA

Job Description

Job Title: Member Experience Director

Company: YMCA

Location: Detroit, MI

Pay: $43888 per year

AI Pay Analysis: The annual salary of $43,888 for a “Member Experience Director” in Detroit, MI translates to an approximate hourly rate of $21.09, which is significantly lower than the typical compensation for similar roles in the industry. According to industry standards, a Member Experience Director usually earns between $70,000 to $120,000 annually, depending on experience and the specific organization. Therefore, this figure appears uncompetitive for the role and market, suggesting that it may not attract qualified candidates or maintain employee satisfaction.

Job description:

The YMCA of Metropolitan Detroit is a non-profit organization committed to strengthening community foundations through youth development, healthy living, and social responsibility. Imagine a work environment where your daily efforts significantly impact the lives of individuals in your community. At the YMCA, you will find more than just a job; you will embark on a career that allows you to make a lasting difference in the lives of those around you.

Be the Highlight of Someone’s Day with a Career at the YMCA!

Now Hiring at the Boll Family YMCA

YMCA Employee Benefits:

• Complimentary Family Membership & Discounted Program Access
• Flexible Scheduling Options
• Family-Friendly Work Environment
• Employee Assistance Program & Retirement Plan

General Function:
Reporting to the Branch Executive Director, the Member Experience Director is instrumental in fostering a superior YMCA user experience. This role prioritizes membership retention and encompasses the planning, coordination, and management of initiatives aimed at enhancing member satisfaction. The Member Experience Director ensures exceptional service delivery to YMCA members, prospective members, and guests, employing both internal and external strategies. This position places a strong emphasis on direct member service as well as program and membership growth, alongside essential administrative responsibilities. In addition, the Director will facilitate regular sales and retention training for staff teams to enhance membership drives, increase program participation, and promote engagement in strategic initiatives. Furthermore, this role includes the development of member recruitment strategies and ensuring high levels of member satisfaction through an analytical and performance-driven approach to all membership activities.

Job Duties & Responsibilities:

• Oversee the recruitment, interviewing, hiring, supervision, and evaluation of a highly motivated membership experience team, offering support as needed.
• Ensure comprehensive understanding among staff regarding YMCA programs, services, policies, procedures, customer service, and sales skills.
• Conduct staff meetings and training sessions.
• Manage all aspects of membership sales, terminations, and exit interviews.
• Supervise retention efforts, including welcome communications and follow-up procedures.
• Guarantee the highest standards of new member onboarding are upheld.
• Ensure current members feel valued and welcomed.
• Develop and implement annual membership growth and retention objectives, encompassing daily, weekly, and monthly plans.
• Supervise and manage the department budget.
• Implement membership strategies focused on recruiting new members and retaining existing ones, fostering an inclusive, member-centered culture, and exemplifying relationship-building in all interactions.
• Facilitate effective implementation of member onboarding programs and retention strategies.
• Take an active role in the member experience by working at the welcome center during peak times and as required by business needs.
• Support special events, presentations, seminars, and membership promotions within the YMCA and the local community, proactively organizing member engagement activities and managing the events calendar.
• Promote program enrollment through interactions with current and prospective members and coordinate the logistics for program registration across various platforms.
• Oversee the Welcome Center, providing training, coaching, and support to ensure excellent service delivery and a positive staff experience.
• Ensure adherence to Welcome Center business procedures in collaboration with the Business Office Manager and other leadership.
• Maintain robust communication and leadership with Welcome Center staff regarding program updates, changes, and facility matters.
• Maintain familiarity with all YMCA programs and functions.
• Work a flexible schedule accommodating the needs of the YMCA branch, including evenings, weekends, and holidays.
• Actively participate in annual campaign efforts and advocate for the YMCA as a cause-driven organization.
• Engage as a member of the YMCA leadership team to meet branch strategic priorities and participate in staff meetings, trainings, and strategic initiatives.

Education/Experience/Training/Certifications:

• Bachelor’s degree in a related field preferred, or equivalent professional experience in business or customer service required.
• Should exhibit self-direction, creativity, and innovation.
• Balance quality work with efficient project execution is necessary.
• Availability to work a schedule that aligns with YMCA branch needs, including non-standard hours.
• Must be willing to work early mornings, evenings, weekends, and/or holidays, with at least one evening, one early morning, and one weekend shift per month.

Abilities & Skills:

• Ability to relate to a diverse range of individuals with a proactive attitude and a willingness to assist as needed.
• Capability to follow through on requests, meet deadlines, manage multiple priorities, and deliver excellent customer service.
• Ability to maintain composure and effectiveness in challenging situations.
• A blend of relationship-building skills paired with technical knowledge.
• Proficient computer skills with strong aptitude for learning new technology; exceptional phone and interpersonal skills are essential.
• Strong writing and verbal communication skills alongside conceptual planning ability are required.

For additional opportunities to join our team, please visit the YMCA of Metropolitan Detroit’s career page.

The YMCA of Metropolitan Detroit is an equal opportunity employer committed to fostering an inclusive and welcoming environment for all individuals. We do not discriminate in our recruitment, hiring, or employment practices based on race, color, gender, gender identity, sex, age, religion, national origin, genetic information, ethnicity, height, weight, marital status, sexual orientation, disability, military status, or any other legally protected status.

The YMCA of Metropolitan Detroit prioritizes the safety and well-being of children in our programs. We uphold the highest standards for all staff members, who are required to undergo regular screening and sign a code of conduct. Staff interactions with program participants are closely monitored, and any inappropriate behavior will be taken seriously, with full cooperation with authorities in any case of abuse.

Job Posting Date: Sun, 30 Mar 2025 04:21:15 GMT

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