Job description

Position Title: Director of Customer and Member Experience – Full Time, Hybrid
Branch: Association Office
Location: 1 East Chestnut Street, West Chester, PA
Shift/ Availability: Full Time, Exempt - Hybrid
Salary: $55,000 - $60,000

POSITION SUMMARY:
The Director of Customer and Member Experience oversees and manages initiatives that improve the experience of our customers/members and brand loyalty and member retention across all channels for seven YMCA branches, as well as supervising the organization’s Customer/Member Support Center.

OUR CULTURE: Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

ESSENTIAL FUNCTIONS:

• Ensure members and customers are receiving the best and most efficient experience in managing their YGBW membership across all touchpoints. Identify and implement processes to improve the experience and build brand loyalty.
• Centralize and manage membership processes for seven YGBW branches to drive efficiency and an optimal member and staff experience. Document requirements, design processes (diagrams, flowcharts, staff instructions, etc.), and build necessary technological infrastructure to support the process in organizational CRM system in partnership with marketing team. Implement and train staff on processes.
• Oversee hiring, management, and supervision of Member Engagement Center (MEC) Team, a centralized membership services support team, that communicates directly with members and customers, and supports their success. Establish and supervise customer service procedures and processes.
• Draft member/customer facing communications (i.e., scripts, emails, etc.), and partner with marketing team to ensure alignment and a consistent and cohesive customer/member experience.
• Establish and manage process for voice of the customer survey tool to ensure member and customer feedback is leveraged to improve member experience, and that promoters and detractors are responded to appropriately and efficiently.
• Provide regular training and support for membership and executive level staff on centralized processes and services to ensure consistent and successful operation, equipping staff for success in delivering outstanding experiences.
• Manage YGBW Knowledge Base, an online resource center for members, identifying, writing, updating and adding articles and resources as needed.
• Always seeks ways to improve processes, discover issues and deliver better value to our members/customers.
• Support and often lead membership initiatives such as new member onboarding and member retention projects.
• Other duties as assigned by supervisor.

QUALIFICATIONS:

• 4-5+ years of experience in customer experience/service, operational process development/optimization, and/or marketing
• Advanced c omputer knowledge. Experience in leveraging a CRM system such as HubSpot to manage member/customer facing processes highly desired.
• Innate ability to assess and understand “the story” the data is telling.
• Exemplary leadership and management abilities with a natural talent to influence others and gain buy-in. Ability to partner with staff, members and customers at all levels in building positive and supportive relationships.
• Ability to empathize/understand pain points of staff, members, and customers and develop processes/procedures to address pain points, meet organizational needs, and exceed member/customer expectations.
• Ability to think outside the box and apply a fresh, innovative approach to established processes that drive efficiency and customer/member satisfaction.
• Excellent written and verbal communication skills required.
• Demonstrated maturity and ability to work both independently and collaboratively.
• Bachelor’s degree preferred.
• Obtain and maintain all new hire certifications and trainings within 90 days of hire.

Benefits: The YMCA of Greater Brandywine currently offers a comprehensive benefits package equivalent to up to 50% of pay, that includes a free YMCA family membership, company paid medical insurance, dental insurance along with a 12% employer contribution to the retirement savings plan. Program discounts on YMCA of Greater Brandywine programs, camps, childcare, and continuing education classes at Immaculata University. Up to four free hours of Child Watch per day and Federal student loan forgiveness.

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