Member Engagement Director (Southwest)

Make a lasting impact on young learners' lives while enjoying 48 days of PTO, a free family gym membership, and so much more!

Why This Role Matters:

By leading our membership team, you will elevate the community's engagement experience, ensuring that every interaction and program exceeds expectations. Your leadership will be crucial in guiding and motivating the team, driving the success of all member-related initiatives, fostering a welcoming environment, and enhancing member satisfaction and retention. Your role will empower the team to deliver exceptional service and build strong, lasting relationships with our members.

How You Will Make an Impact (Essential Functions)

Performance Achievement & Results (20%)

• Fosters a culture that builds trust and treats all team members and colleagues with respect; constructively and immediately deals with conflict; gains commitment and provides clarity; holds team members accountable and cultivates peer accountability; and achieves results to meet strategic and operational goals.
• Models inclusive leadership behaviors and embraces all dimensions of diversity - building strong teams that apply their diverse skills and perspectives to our mission.
• Responsible for hiring, coaching, and managing all direct reports and ensuring alignment with association people practices for all positions within their organizational structure.
• Responsible for successful Strategic Plan metrics, Key Performance Indicators (KPIs), and Objectives and Key Results (OKRs) to meet strategic goals and objectives.
• Implements a goal-based leadership approach (OKR methodology) and ensures the development department is actively working towards supporting organizational level objectives and key results. Conducts Cycle Check-ins and the Annual Check-In with direct reports to ensure progress with OKRs, providing ongoing coaching and feedback, and discuss development opportunities.

Program Management and Operations (60%)

• Develop and oversee engaging program registrations and schedules to attract and retain members.
• Ensure effective advertising and coordinate branch facilities to deliver successful events.
• Use data analytics to evaluate program effectiveness and apply insights to enhance programs, increase member participation, and achieve positive outcomes.
• Set and track clear sales goals to drive performance.
• Ensure staff certifications are current and manage schedules to maintain high operational standards.
• Resolve member inquiries promptly to ensure high satisfaction levels.
• Manage the website and social media to increase program visibility.
• Provide exceptional customer service at the welcome center to enhance overall member experiences.
• Oversee the program budget to achieve financial goals, communicate budget plans to the team, and allocate resources effectively to ensure fiscal responsibility.
• Ensure program data and registrations are accurate and up-to-date.
• Identify and address potential risks associated with membership operations, ensuring safety protocols are followed and mitigating any risks to maintain a secure environment.
• Manage the database to support reliable reporting and informed decision-making.
• Create and maintain effective coverage schedules to ensure consistent staff presence and operational efficiency in order to meet member needs.

Leadership and Strategic Impact (20%)

• Create a positive, motivating work environment and lead by example as Cause Driven Leader on Duty or Director on Duty.
• Drive team engagement and effectiveness, setting high standards for service and leadership.
• Represent the membership department on the Impact Team and contribute to strategic planning and decision-making.
• Act as the liaison for key programs, ensuring successful implementation and impact.
• Demonstrate a deep understanding of and commitment to the YMCA's mission, integrating these values into daily operations and strategic efforts.
• Assist in-center fundraising activities and special events, ensuring seamless execution and effective promotion.
• Build and maintain strong community relationships to support and advance the YMCA's mission.
• Perform additional tasks as needed to support the overall operations and goals of the membership department and the YMCA.

What You Bring to the Community Enterprise

• A minimum of three years of management experience is required.
• Proven experience in customer service, sales, and marketing, with proficiency in managing a member relations database.
• Bilingual in Spanish and English is preferred.
• Strong understanding of basic accounting and finance principles is essential.
• You are action-oriented and focus on results - You easily take on new opportunities and challenges with a sense of urgency and a solutions-oriented mindset. You have a record of consistently achieving results.
• You are a strong communicator - You are skilled at developing and delivering communications and messaging that convey a clear understanding of the needs of different audiences.
• You are a relationship builder - You build close and good-natured relationships with people from all walks of life.
• You embrace change - You are energized when faced with ambiguity and uncertainty. You adapt quickly to changing conditions.
• You cultivate innovation - You are adept at creating new and better ways for the organization to be successful.
• You build effective teams - building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
• You foster a culture of inclusion and belonging - You leverage people's differences as strengths.
• You possess a strategic mindset - You can envision future possibilities and translate them into action.

Work Environment

The role is set in a vibrant and dynamic environment within the YMCA's facilities, where you will oversee member engagement and program operations. You will be managing various aspects of member interactions, including addressing concerns, coordinating events, and ensuring smooth operation of programs. The work environment is fast-paced, especially during peak times.

Physical Requirements

The role involves frequent movement around the facility, including standing for extended periods, walking, and occasionally lifting. You will need to be able to manage and oversee events and program activities, which requires physical agility and alertness. Reasonable accommodations will be provided to enable individuals with disabilities to perform essential functions.