POSITION SUMMARY

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. The Member Experience Manager plays an important role in providing an exceptional member experience to all and serves as a resource to connect members to programs and other benefits of being a part of the Y.

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

Member Experience and Retention:

• Coordinate branch specific events and incentives in order to build retention and increase member experiences.
• Work with branch leadership team to meet branch and Association goals for member acquisition and retention.
• In collaboration with the Marketing team, participate in internal/external marketing strategies and production of material to promote member experience and retention.
• Liaison for internal and external member needs/concerns.

Financial Development

• Develop relationships with internal/external members to secure financial development success.
• Provide training and equip staff with tools to better communicate our cause.
• Provide support in annual campaign efforts to increase the participation of membership base.
• Assist staff leadership team in reaching campaign goals through recruiting campaigners, making personal asks and supporting branch events.

Staff Development

• Develop, implement, and sustain a branch specific member experience training program.
• Recruit, train and supervise all Membership staff.
• Assist staff in identifying productive and creative roles for leadership candidates and growth.
• Ensure staff compliance with Association requirements and standards.
• Ensure payroll records are accurately inputted for part-time staff.

Fiscal Accountability and Administration

• 
  Work with Branch Executive to develop and monitor department budget related to staffing, membership goals, supplies, etc.
• Regularly utilize Daxko Accounting system to monitor actual achievement vs. budget.
• Provide support related to administration functions for department and branch needs as required.

ADDITIONAL DUTIES

• Model our YMCA values through fun, positive relationships with staff and members. Seek every opportunity to encourage, motivate and thank fellow staff members for their work.
• Be enthusiastic toward members and staff by learning their names and expressing an interest in their YMCA activities. Strive to enrich their YMCA experience by introducing them to new programs, staff, members and volunteer activities.
• Incorporate Caring, Honesty, Respect, Responsibility into all aspects of the role, to ensure YMCA values are being integrated into branch culture and programs.
• Maintain a consistent professional image through dress, actions and relationships with others. Speak enthusiastically on behalf of the YMCA at given opportunities.
• Participate in applicable professional development activities in order to further learning and personal growth.
• Other duties as assigned by Branch Executive.

SKILLS AND QUALIFICATIONS

• Bachelors degree (or equivalent experience) in sales, marketing, communication, or related field, required. Job experience will be considered in lieu of degree completion.
• 3-5 years experience in sales and/or customer service leadership and a proven track record in achieving results in a sales environment is required.

WORK ENVIORNMENT & PHYSICAL DEMANDS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.
• The employee frequently is required to sit and reach, and must be able to move around the work environment.
• The employee must occasionally lift and/or move up to 50 pounds.
• The noise level in the work environment is usually moderate.