Director of Growth & Engagement

Director of Growth & Engagement

The Director of Growth & Engagement is a dynamic, results-oriented leader responsible for driving growth including membership, retention, engagement, and earned revenue across the Riverdale Y. This position oversees the Member Services, Aquatics, Fitness, Athletic and Front Desk departments and serves as the primary architect of the member journey from prospect to engaged, long-term participant. This position supervises a team of full-time and part-time employees that are both Union and non-Union staff.

The Director is accountable for achieving revenue goals while ensuring an exceptional member experience that reflects the mission and values of the Riverdale Y. This role combines strategic leadership, business development, operational excellence, customer experience, and team management. The Director will also oversee the Riverdale Y's annual 5K & Fun Run, one of the organization's signature fundraising and community engagement events.

Success in this role will be measured by membership growth, retention rates, earned revenue performance, member satisfaction, staff development, and fundraising outcomes.

Responsibilities:

• Lead the development and execution of strategies that increase membership revenue, retention, and participation across all wellness-related departments.
• Establish and monitor monthly, quarterly, and annual revenue goals for Membership, Aquatics, Fitness, Athletics and related fee-for-service programs.
• Identify opportunities and build partnerships within the Riverdale community for new revenue streams, program expansion, premium offerings, and cross-selling opportunities.
• Analyze key business metrics and trends to drive decision-making and maximize financial performance.
• Develop & implement sales strategies to attract new members & convert prospects into participants.
• Collaborate with Marketing to create targeted membership acquisition and retention campaigns.

• Design and oversee a comprehensive member engagement strategy focused on acquisition, onboarding, retention, and satisfaction.
• Create and manage a best-in-class new member onboarding process.
• Develop systems to identify and engage at-risk members before cancellation.
• Establish member feedback mechanisms and action plans to continuously improve the member experience.
• Ensure all member touchpoints reflect exceptional customer service standards.
• Monitor membership trends and implement strategies to increase member lifetime value.

Provide direct leadership and oversight for:
Membership & Member Services, Front Desk Operations, Aquatics, Athletics & Fitness Departments

• Hiring, training, supervising, coaching, and evaluating department leaders and staff.
• Establishing departmental goals, KPIs, and accountability measures.
• Supporting professional development and succession planning.
• Ensuring operational excellence, safety, and compliance in all areas.
• Conducting regular audits of programs, facilities, systems, and customer service standards.
• Collaborating with department leaders to maximize program participation and financial performance.

• Develop and manage departmental operating budgets.
• Monitor revenue and expenses and implement corrective action when necessary.
• Produce regular financial and performance reports for senior leadership.
• Track and analyze key performance indicators and recommend strategic adjustments.
• Ensure departments meet or exceed budgeted revenue targets per defined department goals.

Serve as the organizational lead for the annual Riverdale Y 5K & Fun Run by:

• Developing fundraising goals and sponsorship strategies.
• Managing event planning and execution.
• Coordinating staff, volunteers, vendors, and community partners.
• Increasing participation through collaborative efforts with development and marketing staff

Risk Management & Compliance

• Ensure compliance with all health, safety, operational, and regulatory requirements.
• Maintain strong risk management practices across fitness, aquatics, and member services.
• Ensure…