POSITION SUMMARY: This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. The Member Experience Director (MED) will establish standards to create a positive member experience. The MED intentionally fosters a cause-centered culture that is welcoming, genuine, hopeful, nurturing and determined. 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: Ensures programs and services meet community needs. Promotes program and membership enrollment in interactions with existing and potential members. Coordinates program registration, including logistics to support phone, walk-in and web registration. Coordinates with marketing efforts to maximize enrollments and provides ongoing support to Program Directors on related issues. Ensures a level of service and engagement that fosters loyalty among those we serve. Leads corporate membership and 3rd party payment membership initiatives to recruit and retain members. Organizes membership events at the YMCA and at off site locations. Assist in planning and implanting YMCA special events. Represents the YMCA at community events to promote the YMCA. Ensures proper implementation of front desk procedures. Reviews and updates desk procedures and communicates changes to staff in a clear, concise way. Coordinates with the business office as necessary on financial transactions. Produce and distribute informational material across multiple media formats in conjunction with other department heads and marketing to keep members informed of programs, services, activities, and events occurring throughout the YMCA. Participates in the planning of the annual budget; manages and implements the approved budget for membership and takes appropriate action to correct variances Leads membership staff and volunteers effectively; recruits and hires diverse staff and volunteer teams; onboards, trains, supervises and develops them for success. Ensures the safety of staff and members. Participate in staff meetings, trainings and association events. Participates in Director on Duty rotation and maintains on-call status as appropriate. Maintains a clean, organized, welcoming environment for all to enjoy. Implements financial assistance program including application review, applicant notification, reporting, etc… Participates in annual campaign efforts. Educates staff, volunteers, and members about the charitable nature of the Y. ESSENTIAL FUNCTIONS | ABUSE PREVENTION: Upholding the YMCA's commitment to the safety and well-being of youth in our programs is a core responsibility of all staff regardless of position. Attend required abuse risk management training. Screen employees and volunteers for abuse risk according to policies and procedures. Train, supervise, and require adherence of employees and volunteers to policies and procedures related to abuse risk. Provide employees and volunteers with regular feedback about boundaries with consumers. Respond quickly to policy and procedure violations. Respond quickly and seriously to all reports of suspicious and inappropriate behaviors. Communicate the YMCA's commitment to abuse prevention. Follow mandated abuse reporting requirements. LEADERSHIP COMPETENCIES: Engaging Community - Ensures programs and services meet the needs of the community. Communication & Influence - Writes clearly and concisely, using correct grammar, vocabulary, and appropriate tone for the message or audience. Speaks in a clear, articulate manner. Maintains regular, clear, and concise communication within area of responsibility. Adopts a personal leadership style or approach to influence others. Developing Self & Others - Provides staff and volunteers with the support, time, tools and resources necessary to set, meet, or exceed goals. Coaches others for continuous development, including analyzing performance gaps, building development plans, delivering appreciative and developmental feedback, and aligning passions and career goals. Emotional Maturity - Regulates behavior based on assessment of situation, personal feelings, strengths, and limitations. Demonstrates a settling presence, even during times of crisis and challenge. QUALIFICATIONS: Bachelor's degree in related field preferred or equivalent combination of education and experience. 2 years of experience in customer service, sales, or marketing preferred. YMCA Team Leader certification preferred. Previous supervisory experience in customer service preferred. Excellent personal computer skills and experience with standard business software. Ability to relate effectively to diverse groups of people from all social and economic segments of the community. Flexible hours of availability including evenings and weekends WORK ENVIRONMENT & 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/reach, and must be able to move around the work environment. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust. The noise level in the work environment is usually moderate. Ability to lift equipment, and to lift a small to average size child.