Member Engagement Director
- Bachelor’s degree in business administration, marketing, or a related field, or equivalent experience required.
- A minimum of 5 years of experience in Business-to-Consumer sales preferred, with at least 2 years in a senior sales management role required.
- Demonstrated success in developing and executing sales strategies that achieve notable revenue growth required.
- Strong leadership skills, with experience managing and developing high-performing sales and/or engagement teams required.
- Must have excellent strategic thinking, analytical, and problem-solving abilities.
- Experience with sales forecasting, budgeting, and financial analysis is essential.
- Proficiency in Salesforce or similar CRM software, data analysis tools, and Microsoft Office Suite required.
- Set the member engagement strategy and growth plan for acquisition, retention, and service quality; translate vision into annual/quarterly goals, tactics, and KPIs for the department and in alignment with Family Center and Association goals.
- Lead department execution through managers and supervisors; implements best-in-practice standards, and coaching to deliver consistent member engagement experiences across all shifts and touchpoints.
- Own the sales/engagement pace at the Family Center level: Establish KPI dashboards, including traffic, tours, conversion, referrals, onboarding, and retention. Review pipeline health and follow-up cadence, and drive corrective action plans.
- Manages the relationships across key departments such as Wellness, Aquatics, Youth, Marketing, and Business Operations to integrate programs, promotions, and campaigns that elevate member value and participation.
- Set standards for tours and enrollment quality and ensure capacity, enablement, and coaching are in place to improve conversion and referral generation.
- Direct the member-insights feedback loop: ensure timely member communication, rapid service-recovery decisions, and implementation of quick wins that deepen relationships and improve experience.
- Guide access-control policy and compliance from check-in expectations, exception auditing, and hold leaders accountable for front-of-house readiness and consistency.
- Manage budgets and labor plans for Member Engagement; forecast, monitor, and adjust to achieve growth and cost targets; steward materials/collateral spend within guidelines.
- Develop people and create a positive performance-driven culture: Set performance expectations, coach leaders, facilitate trainings and staff meetings, and ensure career development and succession planning in alignment with Association HR and leadership expectations.
- Philanthropy & community partnership: collaborate with Association development/marketing to activate campaigns and community relationships; support fundraising initiatives and represent the Y externally to advance mission and membership.
- May provide strategic oversight to multiple Family Centers, ensuring alignment to engagement strategy, consistency of standards, and shared best practices.
- Report performance to Association and Family Center leadership, providing clear insights and recommendations that inform decisions and drive continuous improvement.
- Ensure policy and procedure adherence and protection of sensitive information; model the YMCA’s mission, values, and professional standards in all member and partner interactions.
- Maintain a professional appearance at all times in accordance with YMCA dress code standards.
- Protect sensitive and protected information in alignment with YMCA policies and the Employee Handbook; ensure professional appearance standards per YMCA dress code.
- Model the YMCA’s mission and core values through professional conduct and a positive presence; set the tone for consistently excellent service.
- All other duties as assigned by management.
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