Member Experience Director Opening at Irving Park YMCA

You are the “Y”.

Do you have a passion for customers? Do you enjoy interacting with all kinds of people including adults and children? Do you enjoy fitness, recreation, sports, youth development and serving your community? If so, put your sales and customer service skills to work at the YMCA of Metro Chicago. You’re not just impacting a bottom line – you’re impacting people and communities every day.

Our mission is to develop strong children, families and communities through fitness and healthy living, academic readiness, character development, and violence prevention. Our network of 23 membership centers in the city and suburbs, five camps, early learning, school-aged and other programs provide everyone with a safe place to learn, play and grow.

Job Summary

The Member Experience Director will lead the membership staff in driving the center member experience that will sell memberships and move members from casual to connected to committed; increasing membership and program retention. They will ensure that membership administration operates efficiently and employ a continuous improvement model.

Scopes and Responsibilities:

• Localize and implement Metro Chicago member outreach/relationship development strategies.
• Integrate with fitness and other program staff to ensure seamless transition of new members based on their stated interest.
• Use membership data to plan, execute on tactics and assign tasks to staff that address the needs of prospects and current members in order to get and keep members engaged.
• Lead membership department.
• Hire, train, and manage Member Experience Supervisor.
• Gathers member satisfaction and needs input; utilizes a CRM tool to build member profiles.
• Understands members and connects them to programs, services, and other members that meet their needs.
• Manage marketing plan and drive frequent/regular web, social media and community communications.
• Responsible for meeting center sales goals and partnering with Regional Sales Director on executing sales strategies.
• Provide tours, service request and prospect follow-up.
• Implement onboarding tactics for new and returning member orientation.
• Report any items that may provide a health or safety hazard to staff, members or guests to the maintenance staff.
• Greet all guests as they enter the facility and adhere to sign-in/out, guest, visitor, monitoring youth in the facility and other relevant policies and procedures. Report any suspicious behavior and violations of policy and procedures to your supervisor.
• Complete all child abuse prevention training as required.
• Support the YMCA’s mission and center operations as needed.

Requirements:

• Bachelor’s Degree in business, marketing or related field; or equivalent experience.
• At least 3 years of member relations or customer service.
• Must be a problem solver and a proven track record of complaint resolution.
• At least 3 years of supervision experience.
• Strong interpersonal skills with the ability to build rapport and credibility quickly.
• Entrepreneurial spirit with the ability to work in highly flexible, rapidly changing and ambiguous work environment.
• Must have excellent written and verbal communications skills.
• Must have strong Excel skills
• Must have excellent budget management experience.
• Ability to work a variety of hours, including evenings and weekends.
• Ability to deal with pressure in meeting membership retention and sales goals.

Core Functional and Management Competencies:

• Consultative selling skills and ability to close: Uses provided prospect information and/or utilizes strong active listening to understand prospects’ needs; uses knowledge of the prospect and the best fit of the Y’s programs and services to close the sale, and sustain member engagement.
• Member focus: Dedicated to meeting the expectations of members; drives resolution of member issues.
• Adaptability: Effectively handles change and ambiguity; can multi-task, handle multiple objectives.
• Action oriented: Full of energy for the things he/she sees as challenging; seizes more opportunity than others; likes getting things accomplished.
• Motivating others: Can motivate many kinds of direct reports and cross-functional team members; creates a climate in which people want to do their best; empowers others to operate within established standards; invites input and shares ownership and visibility.
• Informing: Provides the information people need to know to do their jobs and to feel good about being a member of the team; provides individuals information so that they can make accurate decisions; is timely with information.

Core Leadership Competencies:

• Values - Puts in place best practices that reflect the values of the organization. Creates an environment that reinforces trust, mutual respect, and a service orientation. Models the Y’s values when dealing with individuals and organizations in the community.
• Inclusion - Promotes to others the value of diversity and the importance of being an inclusive organization. Ensures equal and fair treatment for all.
• Relationships – Collaborate with and build relationships that enhance the Y’s ability to impact the community. Effectively represents department/branch/division interests while building positive, constructive relationships with others.
• Communications - Uses superior verbal and written skills to generate support for the Y’s goals. Shares ideas and presents information informally in ways that positively impact others. Communicates the Y’s brand to establish the organization’s credibility within the community.
• Decision Making - Integrates multiple thinking processes and strategies to function effectively. Anticipate where challenges and obstacles are, and create plan and strategies accordingly.
• Change Capacity - Manages implementation of change by understanding and addressing the impact of change on cultures, systems, and people.