Vice President of Membership Development & Experience

Empower Growth and Transform Lives! Become the Vice President of Membership Development and Experience at the YMCA – Shape Strategy, Elevate Member Engagement, and Drive Success Across Our Community!

POSITION SUMMARY: The Vice President of Membership Development and Experience is responsible for driving the acquisition of new members across the Crossroads YMCA organization. This leader will oversee all aspects of membership services, including strategy development, member engagement, and operational excellence, ensuring alignment with the YMCA's mission and values. This role is responsible for developing and implementing targeted strategies to effectively convert tour prospects into members, while also creating initiatives to re-establish connections and bring back former members. This position supports and impacts the success of every branch location and must be able to work with large teams and manage multiple projects. 

ESSENTIAL FUNCTIONS:

1. Drives the development and execution of the membership acquisition strategic plan through marketing campaigns and other avenues to meet association wide goals.
2. Sources and builds 3^rd party and/or corporate relationships to establish membership partners.
3. Develop and implement strategies for membership acquisition, retention, and engagement.
4. Use data to identify trends and growth opportunities.
5. Align membership initiatives with organizational goals.
6. Create an inclusive and engaging environment for members.
7. Maintain high membership service standards across locations.
8. Oversee systems and processes for efficiency and accessibility.
9. Monitor KPIs to assess performance and identify improvements.
10. Lead, mentor, and develop membership staff while fostering a culture of accountability and member-focused service.
11. Recruit, train, and retain a high-performing membership team. 
12. Provide leadership, mentorship, and professional development opportunities to membership staff.
13. Partner with departments to deliver cohesive member experiences that is customer obsessed and advocates for the member.
14. Represent the YMCA in community events to build relationships.
15. Oversee membership budgets and financial goals for sustainable growth.

QUALIFICATIONS:

1. Bachelor’s degree in related field or equivalent.
2. Minimum eight (8) years of proven experience in membership services, customer experience, preferably in the fitness, recreation, or hospitality industries.
3. Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
4. Key competencies for this role include having a member-centric approach, strategic planning and execution, leadership and team development, data-driven decision making, collaboration and relationship building, and a strong focus on achieving results.
5. Excellent interpersonal, communication, and problem-solving skills.
6. Able to work independently and with minimal supervision.

YMCA COMPETENCIES (Organizational Leader)

The National YMCA Mission:

“To put Christian principles into practice through programs that build healthy spirit, mind, and body for all.”

Mission Advancement: Models and teaches the Ys values. Ensures a high level of service with a commitment to changing lives.  Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund-raising.

Collaboration: Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance and support.

Operational Effectiveness: Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.

Personal Growth: Shares new insights. Facilitates change; models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• This position operates in a professional office environment routinely using standard office equipment.
• Always maintain a neat and professional appearance.
• Visual, auditory, and verbal ability to communicate effectively.
• Sedentary work environment with extended periods of computer use, requiring strong attention to detail and focus. Occasional movement and breaks from the desk may be necessary to promote ergonomic health.