Member Experience Director (Chinatown YMCA)

Key Responsibilities:

Daily responsibilities:

• Monitor progress towards branch’s goals (units, revenue, collections, prospecting, conversions, and retention) by utilizing the Tableau dashboard to access data and reviewing 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 and observe their interaction with members; provide coaching when needed.

• Hold membership staff accountable for handling membership inquiries, by telephone and in person.

• Walk through the facility to spot check for 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 to revenue and respond accordingly.

• Follow up with cancelled members to gain perspective on why they left the Y and attempt to retain them as members.

Monthly responsibilities:

• Review finance and tracking reports prepared by the Association Office’s Finance Department; watch for trends and plan accordingly.

• Post prospect tracking spreadsheet to shared drive.

• Post 3rd party payer utilization reports for payment and process payment when received.

• Calculate the conversion rates for prospects to sign-ups.

• Follow up according to systems established for 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.).

• In collaboration with Membership Coordinator (if applicable), prepare for and facilitate membership staff meetings (agenda, minutes).

• Meet with 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.

• In the Fall, work with branch Business Office Manager to prepare 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 Service Representatives).

• Attend and participate in various branch and/or Association events and meetings as appropriate.

• Attend trainings, seminars and conferences related to membership, including sales, prospecting, marketing, and retention trainings.

• Respond to member and staff concerns (i.e., comment cards, walk-ins, calls, emails).

• Community outreach for the purpose of developing prospects including attending local health fairs and events.

• Meet quarterly with the Aquatics, Youth & Family and Property Director to discuss the membership value proposition and evaluate needs and changes.

• Volunteer committee work.

• Uphold all Association policies and demonstrate core values of caring, honesty, respect, and responsibility.