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Director Member Service Jobs in Michigan (NOW HIRING)

Ymcadetroit

Member Experience Director

Southgate, MI · On-site

$52 - $68/hr

This position heavily focuses on direct member service, program, and membership growth strategies and administrative responsibilities. The Member Experience Director facilitates regular sales and ...

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Member Experience Director

ymcadetroit

Mount Clemens, MI • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 13 days ago

Job description

BE THE BEST PART OF SOMEONE’S DAY
WITH A JOB AT THE Y!

Now Hiring at the Macomb Family YMCA

Under the guidance of the Branch Executive Director, the Member Experience Director is responsible for ensuring exceptional service and assistance to YMCA members, prospective members and guests through internal and external strategies. The Member Experience Director is heavily focused on direct member service, program and membership growth strategies and administrative responsibilities. The Member Experience Director facilitates regular sales and retention training for staff teams to help drive new membership, program participation and engagement around strategic initiatives. The Member Experience Director will also lead the Group Exercise and Personal Training programs. The member experience includes guiding members along their wellness journey at the YMCA.

YMCA Employee Benefits

  • FREE Family Membership & Discounted Access to Programs
  • Flexible Scheduling
  • Family-friendly Work Environment
  • Employee Assistance Program & Retirement Plan
  • Paid Time Off and 10 Paid Holidays
  • Medical, Dental, Vision, Life, and AD&D Insurance
  • Short-term/Long-term Disability and Flexible Spending Account

ESSENTIAL FUNCTIONS:

  • Oversee the recruitment, interviews, hiring, supervision, and evaluation of highly motivated and productive membership experience team.  Provide support to staff as necessary. 
  • Ensure individual and staff awareness and understanding of YMCA programs and services, policies and procedures, and customer service and sales skills. 
  • Conduct staff meetings and trainings.
  • Oversee all aspects of membership sales, terminations, and exit interviews.
  • Oversee all aspects of Health and Wellness, including Personal Training, Group Exercise, and the Wellness Center.
  • Promote program enrollment in interactions with existing and potential members. Coordinate program registration, including logistics to support phone, walk-in and web registration. Coordinate with marketing efforts to maximize enrollments and provide ongoing support to Program Directors.
  • Oversee retention efforts including welcome letters, welcome phone calls and emails, termination letters, renewal notices, and termination follow up calls.
  • Ensure new member onboarding is implemented at the highest level.
  • Ensure current members feel valued and welcomed.
  • Develop and implement annual membership growth and retention goals and objectives that include daily, weekly, and monthly plans.
  • Supervise and manage the department budget.

Education/Experience/Training/Certifications

  • Bachelor’s degree in related field preferred or equivalent professional experience in business/customer service required. 
  • Experience in customer service, preferably in a busy atmosphere, and typing knowledge
  • Strong organizational and communication skills, friendly, outgoing, accurate, neat, dependable, and a self-starter.
  • Previous supervisory experience required

Abilities & Skills

 

  • Must possess the ability to work calmly and effectively with difficult situations.

  • Must have strong computer skills and an aptitude to learn new technology. Exceptional phone and interpersonal skills are necessary for success.

  • Must be available to work early mornings, nights, weekends, and/or holidays with a minimum of one evening, one early morning, and one weekend per month.

  • Strong writing and verbal communication skills along with conceptual planning are required.

 

For more opportunities to join our team, please visit the YMCA of Metropolitan Detroit's career page (ymcadetroit.org/careers).

Apply