Member Experience Director (Full-Time) - Palo Alto

POSITION SUMMARY:The Member Experience Director is responsible for all service aspects of Membership, including but not limited to member enrollment, managing the 30-60-90 day onboarding, and ongoing retention and engagement. This position plays a key role in building strong lasting relationships with members, employees and the community that will deepen the impact of our cause. This position works closely with the Association Marketing Team. The Member Experience Director will represent our Y in the community as a leader and partner, as a champion and spokesperson for the Y's membership initiatives.ESSENTIAL FUNCTIONS:Implements membership strategies that support enrolling new members (sales) and retention of existing members. Creates a member-focused culture and models relationship-building skills in all interactions. Fosters a climate of innovation and shares responsibility with all Y staff team for member engagement and retention results.Recruits, hires, trains, develops, schedules, and directs Welcome Center personnel. Reviews and evaluates Welcome Center staff performance. Develops strategies to motivate staff and achieve goals.Develop relationships with members by learning names and discovering their goals and interests. Take action to help them achieve their goals by connecting them with branch staff, members, programs, and classes.Coordinates with marketing efforts to promote branch personality by highlighting important characteristics of member base and local community. Collects assets for social media and schedules the posts with marketing.Organizes membership events at the YMCA and represents the YMCA at community events to promote the YMCA. Opens doors to local businesses, companies, and organizations on value of YMCA membership and cause driven work.Participates in the annual campaign.Leads and participates in staff meetings and/or related meetings.PHYSICAL DEMANDS:Visual and auditory ability to observe and to respond to critical incidents and the physical ability to act swiftly in an emergency; Ability to lead and interact in group activities and perform related physical skills; Ability to stand, walk, sit, stoop, kneel, or crouch. Ability to climb, push, and pull; Ability to lift and carry objects up to 20 pounds.QUALIFICATIONS:Bachelor's degree preferred.Minimum of three years of experience in customer service or similar field.Strong sales and customer service preferred.Three years of supervisory experience.Ability to relate effectively to diverse groups of people.Great organizational and interpersonal skills including written and verbal communication; Bilingual a plus.Ability to build relationships with staff, members, and participants.Ability to multi-task, and make sound independent judgments.Available to work some evenings and weekends.Strong computer skills.Bilingual preferred.SALARY RANGE:

$77,500.00 - $82,000.00YMCA COMPETENCIES (Team Leader):Change Leadership:

Facilitates, co-creates, and implements equitable change for the good of the organization and/or community.Engaging Community:

Builds bridges with others in the community to ensure the Y's work is community-focused and welcoming of all, providing community benefit.Philanthropy:

Secures resources and support to advance the Y's work.Volunteerism:

Engages volunteers and promotes social responsibility at all levels of the organization.Collaboration:

Creates sustainable relationships within the Y and with other organizations in service to the community.Communication & Influence:

Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y's cause.Inclusion:

Values all people for their unique talents and takes an active role in promoting practices that support diversity, inclusion, and global work, as well as cultural competence.Critical Thinking & Decision Making:

Makes informed decisions based on logic, data, and sound judgement.Fiscal Management:

Manages the Y's resources responsibly and sustains the Y's nonprofit business model.Functional Expertise:

Executes superior technical skills for the role.Innovation:

Creates and implements new and relevant approaches and activities that improve and expand the Y's work and impact in the community.Program/Project Management:

Ensures program or project goals are met and intended impact occurs.Developing Self & Others:

Develops self and supports others (e.g.: staff, volunteers, members, program participants), both formally and informally, to achieve their highest potential.Emotional Maturity:

Demonstrates ability to understand and manage emotions effectively in all situations.

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