Member Experience Director-trotter Y

3 weeks ago

Houston, United States YMCA OF GREATER HOUSTON Full time

Directs all aspects of member experience and engagement for the Trotter Family Y including enrollment of new members and renewals, retention of existing members and supervision of member experience staff. Develops, plans and implements new procedures and methods to achieve strategic goals.

**Essential Functions**:

- Leads with inclusion and ensures all staff members and participants feel welcome and are treated with dignity and respect. Builds a staff and volunteer team that reflects the diversity of the community.
- Executes member engagement and sales strategies that promote recruitment of new members, renewal and retention of existing members. Organizes assigned staff to support membership development and sales and retention goals. Identifies and resolves problem areas to ensure member satisfaction.
- Follows policies, processes, and best practices outlined by the Association Member Experience team.
- Seeks information from other program directors to ensure the member experience are knowledgeable to serve our members.
- Leads a positive member experience culture for all welcome center.
- Responds to and resolves elevated member concerns.
- Ensures that new members are properly introduced and integrated into programs and services based on the needs analysis interview.
- Work closely with Association Brand Experience and center marketing teams to initiate, develop and grow relationships with prospects and new members.
- Recruits, hires, trains, develops, schedules and directs welcome center staff. Reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals.
- Promotes program and membership enrollment in interactions with existing and potential members. Coordinates program registration, including logistics to support phone, walk-in and web registration. Ensures quality control for all on-line memberships joins.
- Embrace, support and role model concepts of Listen First, Building Relationships Member Engagement and Healthy Lifestyles to all members.
- Participates in the planning of the annual budget; manages and implements the approved budget for member engagement and takes appropriate action to correct variances.
- Organizes member engagement events at the YMCA and represents the YMCA at community events to promote the YMCA.
- Ensures proper implementation of front desk procedures. Reviews and updates procedures and communicates changes to staff. Coordinates with the business office as necessary on financial transactions.
- Provides leadership and support to the annual fundraising campaign and volunteer committees/boards as assigned. Develops and maintains effective working relationships within the community.
- Participates in staff meetings and/or related meetings and Center’s Cause-Driven Leader on Duty (CLOD) rotation.

**YMCA Culture & Cause Expectations**

Our mission and core values are brought to life by our culture. It’s who are, who we aspire to be and how we show up every day. We are cause-driven. We don’t just show up, we show up with purpose. As a cause driven leader you are expected to be:
Welcoming-Accept neighbors eagerly, warmly, hospitably, and as equal participants.

Nurturing-To care for, support, and help develop through encouragement.

Hopeful-Take an optimistic or positive view of future outcomes.

Determined-To devote full strength and concentrated attention to the cause.

Genuine-To be honest and open in relationships with others.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Bachelor's degree in business or related field or equivalent combination of education and experience.
- Two or more years of customer service or related experience, preferably in a YMCA or other not-for-profit agency.
- Ability to direct programs through supervision of volunteers and staff, development and monitoring of budgets, marketing and public relations, program development and fund-raising.
- Prefer knowledge of and previous experience with diverse populations.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
- YMCA Team Leader or Multi-team/Branch Leader certification preferred.
- CPR and First Aid certifications required.

**Language Skills**

Ability to read, interpret, retain, and teach documents such as safety rules, operating maintenance instructions, and procedure/educational manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of children, parents, staff, members of the YMCA, and/or others, as well as in one-on-one situations.

**Mathematical Skills**

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions,

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