Association Membership Experience Director

Overview

This position is responsible for Association-wide execution of membership operations in alignment with association standard operating procedures. Led by the Vice President, Membership Experience and Belonging this role implements and oversees the tactics and processes to achieve the strategic direction of the membership department. Develop ongoing evaluation methods to ensure execution of YMCA brand and customer service approach focus on well-being, achievement, relationships and belonging. Execute member on-boarding process to ensure consistent application across all locations. Manage processes and data for membership operations including NSF, membership engagement, membership wellbeing impact surveys, lead generation, scholarship process, and membership cancelation.

The Membership Experience Director leads the Association-wide strategy, execution, and continuous improvement of membership operations and the overall YMCA experience. In partnership with the Vice President of Membership Experience and Belonging, this role drives consistent service standards, effective onboarding, and engagement strategies that foster well-being, achievement, relationships, and belonging. Key responsibilities include developing and implementing a member loyalty and rewards program, optimizing lead management and retention initiatives, overseeing membership operations, and expanding the corporate membership program. Through data-driven decision-making and cross-functional collaboration, the Director strengthens member relationships, increases participation and retention, grows corporate partnerships, and ensures an exceptional, mission-driven YMCA experience across all locations.

For information on Y Employee Perks, click on this link: Employee Benefits | YMCA of San Diego County (ymcasd.org)

Schedule

• Monday - Friday traditional hours with flexibility to work occasional nights and weekends

Responsibilities

• Operationalize best practices in membership acquisition, retention, customer service, and customer engagement informed by our well-being strategies.

• Grow and manage the Association’s Corporate Membership Program by expanding partnerships, increasing participation, and strengthening corporate relationships.

• Develop and implement a member loyalty and rewards program to enhance engagement, recognize member commitment, and improve retention.

• Support and implement the YMCA Experience across all locations, promoting consistent service standards and fostering well-being, achievement, relationships, and belonging.

• Perform onsite mentorship and coaching for membership operations in the field for all aspects of a highquality membership operations including scholarship, engagement, cancelation, NSF, etc.
• Provide onsite evaluation of standard operational practices for enrollments in Trac Rec with coaching and mentoring.
• Provide data for leaders to make informed decisions to grow membership units, ARPU, retention rate, lead closure rates, and program enrollments, etc.
• Develop voice of the customer process to engage consumer data and improve membership experience.
• Develop a culture of goal-oriented sales with a sales funnel, daily goals, closure rates and net growth membership outcomes monthly and annually.
• Develop on-boarding for memberships to increase membership usage.
• Develop membership engagement data for third-party memberships (insurance paid) and coach branches on engagement strategies to increase usage.
• Develop strong partnership with health and wellness/well-being departments for member on-boarding and engagement process.
• Develop process and complete ongoing evaluation of the membership lead generations.
• Oversee corporate membership strategy.
• Demonstrated ability to develop key processes that result in positive results sales and customer service.
• Must be self-motivated and highly organized with the ability to effectively work under pressure, use independent judgment, and produce quality work within tight time constraints.
• Must be able to effectively coach others by giving and receiving feedback well.
• Strong organizational skills, self-starter with initiative to work independently.
• Willingness and ability to collaborate effectively.
• Approachable, flexible, and empathetic demeanor comfortable communicating both in writing and verbally
• Ability to work evenings, weekends, and irregular hours as needed to meet deadlines
• Friendly, enthusiastic, and conscientious leader with excellent knowledge and skills in the areas of service and membership relationship management.
• Ability to demonstrate an organizational approach guided by the Mission, Vision, and Values.
• Ability to provide on-site coaching and training to ensure that best practices are known, understood, and embraced by staff and followed consistently
• Ability to develop and manage process for key membership operations including NSF, acquisition, member engagement, lead generation, scholarship, cancelation, third-party, and retention.
• Other duties as assigned.

Qualifications

• Bachelor’s degree
• 7+ years' professional experience in Sales or Business Development
• Licensing, state law and our government funders require that staff within YMCA of San Diego County be fingerprinted, prior to reporting to work, and include subsequent arrest notifications 
• CPR/AED, and First Aid Certification, must include Adult and Child/Infant, obtained within 30 days of hire and must be from one of the following certifying organizations:
  • American Red Cross
  • American Heart Association
  • American Safety & Health Institute 

YMCA will consider qualified applicants with a criminal history pursuant to the San Diego County Fair Chance Ordinance and the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if the YMCA is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Ordinance by visiting the San Diego County Office of Labor Standards and Enforcement.

Pay Range