Member Experience Director (Bedford-Stuyvesant YMCA)

About the role

The Bedford-Stuyvesant YMCA is seeking a Membership Experience Director who will provide supervision and leadership to the Membership department.

Responsibilities

• Achieve membership unit and revenue targets by personally following up with prospects, giving tours, and selling memberships per YMCA systems.
• Develop and implement budget.
• Manage retention and member satisfaction.
• Conduct local branch marketing and external outreach.
• Build relationships and create quality assurance systems.
• Engage in strategic planning and staff development.
• Ensure efficient internal and external membership operations, with support from the Membership Coordinator if applicable.
• Daily: Monitor progress towards branch goals via Tableau dashboard; set daily goals; personally follow up with prospects, give tours, process memberships in AS400; check in with staff, observe interactions, provide coaching; hold staff accountable for handling inquiries; walk facility to spot-check cleanliness, maintenance, scheduling, signage; talk with members for feedback.
• Bi‑weekly: Attend branch director‑level staff meetings; review expected credit‑card draft report for revenue shortfalls; follow up with canceled members to understand reasons and attempt retention.
• Monthly: Review finance and tracking reports from Association Office Finance Department; post prospect tracking spreadsheet to shared drive; post third‑party payer utilization reports and process payments; calculate prospect‑to‑member conversion rates; follow up per new‑member survey system; serve as Branch liaison to Association’s Membership Cabinet (attend meetings); develop and execute local marketing strategies (including digital); prepare for membership campaigns (staff schedule, communications, open houses, outreach); prepare and facilitate membership staff meetings (agenda, minutes) with Membership Coordinator; meet with Healthy Lifestyles, Youth & Family, and Teen Directors to align on membership growth.
• Annual: Assist in fundraising and annual sustaining campaigns focused on Members as Donors; prepare and conduct annual performance reviews for staff (with Membership Coordinator); work with branch Business Manager in Fall to prepare annual budget including table files.
• Continuing: Establish and monitor adherence to membership policies, procedures, and standards; recruit, hire, train, develop, evaluate, and supervise membership staff; attend branch/Association events and meetings; attend training sessions, seminars, conferences related to membership sales, prospecting, marketing, retention; respond to member and staff concerns (comment cards, walk‑ins, calls, emails); conduct community outreach for prospect development (health fairs, events); meet quarterly with Aquatics, Youth & Family, and Property Directors to discuss membership value proposition; participate in volunteer committee work; uphold Association policies and demonstrate core values of caring, honesty, respect, responsibility.

Qualifications

• Bachelor’s Degree in business administration or a related field, with a focus in sales and marketing, or equivalent work experience.
• Three (3) to five (5) years in a member/customer service supervisory/management position.
• Must be at least 21 years of age.
• Knowledge of sales, new member acquisition, prospecting, and conversions.
• Knowledge of digital marketing and analytics.
• Personal commitment to service and hospitality.
• Excellent interpersonal skills.
• Excellent written and oral communication skills.
• Computer literate; working knowledge of Microsoft Office, SEM/SEO, and social media outreach.
• Ability to work in a fast‑paced environment.

Benefits

• Retirement benefits
• Medical coverage
• Paid time off
• Free YMCA membership
• Additional benefits (eligibility based on employment status, tenure, and/or scheduled hours)

Pay

Salary: $72,000 annually.