Member Experience Director

BE THE BEST PART OF SOMEONE’S DAY
WITH A JOB AT THE Y!

Now Hiring at the Downriver Family YMCA

YMCA Employee Benefits

• FREE Family Membership & Discounted Access to Programs

• Flexible Scheduling

• Family-friendly Work Environment

• Employee Assistance Program & Retirement Plan

• Paid Time Off and 10 Paid Holidays

• Medical, Dental, Vision, Life, and AD&D Insurance

• Short-term/Long-term Disability and Flexible Spending Account

General Function

The Member Experience Director will be responsible for ensuring exceptional service and assistance to YMCA members, prospective members and guests through internal and external strategies. The Member Experience Director is heavily focused on direct member service, program and membership growth strategies and administrative responsibilities. The Member Experience Director will lead the Group Exercise, Personal Training, and Wellness Center Programs. In addition to these responsibilities, the Member Experience Director is charged with the development of member recruitment and satisfaction. 

Education/Experience/Training/Certifications

• Bachelor’s degree in related field preferred or equivalent professional experience in business/customer service required. 

• Experience in customer service, preferably in a busy atmosphere, and typing knowledge

• Strong organizational and communication skills, friendly, outgoing, accurate, neat, dependable, and a self-starter.

• Previous supervisory experience required

Job Duties & Responsibilities

• Oversee the recruitment of a highly motivated and productive membership experience team. Provide support to staff as necessary by Conducting staff meetings and training and Oversee all aspects of membership sales, terminations, including exit interviews.

• Oversee the Welcome Center and work closely with the Welcome Center team to train, coach, educate and support, resulting in both excellent service delivery and a high quality staff experience. 

• Provides oversight to all aspects of Health and Wellness, including Personal Training, Group Exercise, and the Wellness Center.

• Oversee member retention efforts including welcome letters, welcome phone calls and emails, termination letters, renewal notices, and termination follow up calls.

• Supervise and manage the departmental budgets.

• Participate in the YMCA leadership team to ensure branch strategic priorities are met. Attend staff meetings, training and participate in strategic initiatives.

Abilities & Skills

• Must possess the ability to work calmly and effectively with difficult situations.

• Must have strong computer skills and an aptitude to learn new technology. Exceptional phone and interpersonal skills are necessary for success.

• Must be available to work early mornings, nights, weekends, and/or holidays with a minimum of one evening, one early morning, and one weekend per month.

• Strong writing and verbal communication skills along with conceptual planning are required.

For more opportunities to join our team, please visit the YMCA of Metropolitan Detroit's career page (ymcadetroit.org/careers).