Member Experience Director

5 days ago

Stevens Point, Wisconsin, United States Stevens Point Area YMCA Full time $60,000 - $100,000 per year

An exciting and impactful opportunity at the YMCA  Change lives and create impact while being a senior leader at the Y.  The Member Experience Director is responsible for providing leadership and strategic direction for both Member Services and Wellness programming at the YMCA. This role ensures a high-quality, mission-aligned experience from the front desk to the fitness floor by overseeing member engagement, customer service, wellness programming (including group exercise, personal training, and fitness center operations), and staff development. The director works to grow membership, increase member retention, and build a culture of health, belonging, and community. 

Requirements

 Essential Functions:

-Provide leadership and management for all aspects of member services and wellness programs to ensure a cohesive and exceptional member experience.

-Supervise, train, and support staff across both departments, including front desk/member services, wellness coaches, personal trainers, and group exercise instructors.

-Develop and implement strategies to increase member engagement, satisfaction, and retention.

-Oversee daily operations of the fitness center, ensuring a clean, safe, and welcoming environment.

-Coordinate and expand wellness offerings, including group exercise schedules, specialty classes, and personal training services.

-Monitor program participation and member feedback to drive continuous improvement and innovation.

-Collaborate with other directors to integrate wellness and engagement efforts across departments.

-Develop and manage budgets for both member services and wellness, including staffing, equipment, and program revenue.

-Serve as a visible, accessible leader within the facility, engaging directly with members and responding to concerns in a timely, solutions-oriented manner.

-Ensure compliance with YMCA policies and health/safety standards.

-Support community outreach and marketing initiatives to promote membership and wellness programs.

Qualifications:

-Bachelor's degree in exercise science, recreation, business, or a related field preferred.

-Minimum 3–5 years of leadership experience in membership, customer service, fitness/wellness programming, or YMCA operations.

-Strong supervisory skills with the ability to coach and develop high-performing teams.

-Excellent communication, organization, and customer service skills.

-Experience with group exercise programming, personal training services, and wellness trends.

-Familiarity with membership software and scheduling systems.

-CPR/AED and First Aid certification (or ability to obtain within 60 days).

-Commitment to the YMCA's mission and core values.

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