Membership Experience Director

Member Experience DirectorFLSA Status: ExemptJob Type: Full-TimeReports to: Branch ExecutiveFull-Time Benefits:Retirement accounts (You can contribute at any time, but the Y will contribute 12% after two years of service with 1,000 hours in each of the two years)Medical, Dental, Vision, and Life Insurance PlansAccess to a MNsure NavigatorMedical and Dependent Flexible Spending Accounts availableLong and Short-Term Disability CoverageEmployee assistance programComplimentary nationwide 2 adult family membership to the YDiscounts on programs, summer camps, YMCA Camp MillerPaid time off (About 120 hours/year and starting with 40 hours)Paid parental leaveSubscription to the Calm appBereavement leavePaid holidaysTeam member referral programEmployee engagement and appreciation activitiesGrowth and development opportunitiesFree parkingLeadership certification and related training offered and encouragedSummary/ObjectiveThe Member Experience Director supports all aspects of membership for the Y, including recruitment of new members, retention of existing members, and supervision of assigned staff. The Director develops, plans, and implements new procedures and methods to achieve strategic goals that are defined in conjunction with the Branch Executive, Y leadership team, and Lake Superior YMCA community members and guests. The Director will create and maintain relationships with local businesses and organizations, government agencies, and community leaders.Our CultureOur 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 FunctionsImplement membership strategies that support recruitment of new members and retention of existing members.Create and maintain a member service desk that is welcoming, high energy, and has a mission of delivering excellent customer service.Recruit, hire, train, develop, schedule, and direct member service representatives and volunteers.Review and evaluate staff performance.Develop strategies to motivate staff and achieve goals.Establish new program activities and expand programs within the community in accordance with strategic and operating plans.Assist in the marketing and distribution of program information; may organize and schedule program registrations. Review and process membership and program scholarship applications.Develop and maintain collaborative relationships with community organizations.Develop and monitor program budget to meet fiscal objectives.Assist in Y fund raising activities and special events.Model relationship-building skills (including Listen First) in all interactions. Respond to all member and community inquiries and complaints in a timely manner.Assist with membership and program committee meetings.Learn and utilize Y software for member services and programming needsFosters an inclusive environment appreciative of differences in the workplace. Meaningfully participate in and lead efforts to support the Y's commitment to equity and diversity.Y CompetenciesValues: Reinforce the Y's values within the organization and communityCommunity: Communicate benefits and impact of the Y's efforts with stakeholdersInclusion: Develop strategies to ensure staff and volunteers reflect the community we serveRelationships: Build and nurture strategic relationships to enhance support of the cityDeveloping Others: Provide tools and resources for the development of othersDecision-Making: Make sound judgments, and transfer learning from one situation to anotherChange Capacity: Demonstrate an openness to change, and seek opportunities in the change processResponsibilities and Other FunctionsProvide customer service to diverse populationsUtilize a Listen First model of relationship-building skillsCoach, mentor, and provide direction to member services staffProvide inclusive, servant leadership styles to member services staff and Y members and guestsCreatively market Y messages in the member services area for greatest impact to members and guestsProvide direct customer support when staff are unable to assist at the member services areaProblem solves the needs of members and guests to ensure a successful and safe Y environmentEnsure confidentiality pertaining to background information on members and guestsOperational EffectivenessHigh satisfaction by members and guests with their experience at the YStaff and volunteers meet and exceed Y mission and valuesMember Services and lobby areas are clean, free of clutter, and safe for members and guestsWork EnvironmentThe Member Experience Director will work between the front desk and their office to ensure that members and their guests receive positive, respectful service. The work environment will require mobility between different parts of the Y. Will also use standard office equipment: computers, phones, photocopiers, filing cabinets, and fax machines.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.Position Type and Expected Hours of WorkThis is a full-time position. The Duluth Area Family is open from early morning to late at night. The Member Experience Director's hours will generally be Monday through Friday during the day hours. The Director may be required to be available for extended work hours, including weekends, due to staff, membership, and facility needs.TravelTravel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.Required Education and ExperienceBachelor's Degree or equivalent in fields related to business or hospitality.Five (5) years of managing a customer service department.Previous customer service, sales, or related experience; ability to multi-task in person and within programs on a computer.Excellent interpersonal and problem-solving skills; detail oriented.CPR/First Aid and AED certified. Training can be provided upon hire and must be obtained within 60 days. Higher levels of certification are accepted.Experience helping and serving people from diverse socioeconomic segments of the surrounding communities.Commitment of supporting principles of equal opportunity and affirmative action to achieve a diverse work environment.Preferred Education and ExperienceMaster's degree or equivalent in related field.Related work experience in a YMCA or similar nonprofit organizations.Additional Eligibility QualificationsThe Director will need to successfully pass a background check.EEO StatementThe Lake Superior YMCA (the Y) provides equal employment opportunities (EEO) to all employees and applicants for employment with regards to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the Y complies with