Member Experience Director; McBurney YMCA

Member Experience Director (McBurney YMCA)

The YMCA of Greater New York is here for all New Yorkers — to empower youth, improve health, and strengthen community. Founded in 1852, today the Y serves a diverse population of more than half a million New Yorkers who learn, grow, and thrive through programs and services at our 24 branches. Community is the cornerstone of the Y. Together, we connect active, engaged New Yorkers to build stronger communities.

To help fulfill our mission, we cultivate a culture of learning, leading, and collaboration to enhance community impact. Through our talented staff and LEAP career framework (Leadership, Empowerment, Accountability, Personal Growth), we are committed to a people‑first approach that fosters trust, inclusion, growth, and development for all.

The McBurney YMCA is seeking a Membership Experience Director who will provide supervision and leadership to the Membership department. Responsibilities include achieving membership unit and revenue targets by personally following up with prospects, giving tours, and selling memberships in accordance with the Y’s systems. The Member Experience Director will also be responsible for budget development and implementation, retention, member satisfaction, local branch marketing, external outreach, relationship‑building, quality assurance system development, strategic planning, and staff development.

They will be responsible for efficient internal and external membership operations, with support from the Membership Coordinator, if applicable.

• Monitor progress towards the branch’s goals (units, revenue, collections, prospecting, conversions, and retention) by utilizing the Tableau dashboard to access data and review all necessary reports.
• Set daily goals in order to achieve long‑range goals.
• Personally follow up with prospects (non‑join tours, guest pass users, health fair participants, outreach prospects, etc.), give tours, and process memberships and registrations in the Y’s AS400 system.
• Check in with staff, observe their interaction with members, and provide coaching when needed.
• Hold membership staff accountable for handling membership inquiries by telephone and in person.
• Walk through the facility to spot‑check cleanliness, maintenance, scheduling, and signage. Talk with members to obtain their feedback.
• Attend staff meetings at the branch for director‑level staff.
• Review expected credit card draft report – watch for projected shortfalls in revenue and respond accordingly.
• Follow up with canceled members to gain perspective on why they left the Y and attempt to retain them as members.

• Attend staff meetings at the branch for director‑level staff.
• Review expected credit card draft report – watch for projected shortfalls in revenue and respond accordingly.
• Follow up with canceled members to gain perspective on why they left the Y and attempt to retain them as members.

• Review the financial and tracking reports prepared by the Association Office’s Finance Department, identify trends, and plan accordingly.
• Post the prospect tracking spreadsheet to the shared drive.
• Post third‑party payer utilization reports for payment and process payment when received.
• Calculate the conversion rates for prospects to sign up.
• Follow up according to the systems established for the new member survey.
• Serve as the Branch liaison to the Association’s Membership Cabinet; attend and participate in all cabinet meetings.
• Develop and execute local marketing strategies, including digital mediums. Utilize research and respond to industry trends.
• Prepare for the membership campaigns (i.e., increase staff schedule, communications, open houses, local outreach, etc.).
• Prepare for and facilitate membership staff meetings (agenda, minutes, etc.) in collaboration with the membership coordinator (if applicable).
• Meet with the Healthy Lifestyles Director/Coordinator, Youth & Family Director, and Teen Director to work cohesively to grow membership.

• Assist in fundraising efforts and annual sustaining campaigns with a focus on Members as Donors.
• In collaboration…