Member Experience Director

The McGaw YMCA in Evanston, Illinois is looking for a Member Experience Director.




Evanston, IL 60201-4294

Job Description

Under the direction of the Associate Executive Director, the Member Engagement Director leads the day-to-day operations of the Membership and Health & Wellness Departments and is dedicated to the advancement of membership at the McGaw YMCA. This position develops strategies to increase membership: including acquisition of new members, member engagement, and member retention. The Director is responsible for providing outstanding service to members, residents, program participants, and guests, in accordance with the Staff Promise, association guidelines, procedures, and initiatives. The Director also engages and builds collaborative relationships with community organizations.

This position requires an individual with very strong relationship-building and leadership skills, accountable for total operating revenue of over $4 million, with over 12,000 members and participants being served annually. In addition, this position requires an individual with a deep commitment to diversity and inclusion; access and equity.


  • Bachelor's degree in related field preferred or equivalent combination of education and experience

  • A minimum of 5 years of supervisory experience in customer service, YMCA experience preferred

  • Strong interpersonal skills and the ability to effectively interact with a diverse population are required

  • This position requires the ability to motivate and support leadership staff

  • Excellent written and oral communication skills

  • The successful candidate will be highly organized and able to multi-task

  • Proficient in Microsoft Office, ability to learn various software systems to support daily operations

  • Innovative thinking coupled with excellent administrative planning skills

  • Bilingual English/Spanish preferred

  • CPR/AED, First Aid within 30 days of hire

Essential Functions

  • Works with the Associate Executive Director in developing operation objectives and strategic direction for membership growth
  • Collaborates across departments in the association to develop strategies for member engagement and retention
  • Creates and maintains collaborative relationships with various community organizations
  • Reports on new member joins, tour conversions, membership promotions and member cancellations - analyzes statistical data to create strategic plans around acquisition and retention
  • Develops strategies to motivate staff, create a welcoming environment for all, and achieve department goals
  • Develops annual department operation budgets and capital budgets, analyzes monthly financial reports compared to budget and addresses variances to budget to meet association goals
  • Leads and supports Membership Manager, Health & Wellness Manager and Beidler Center Manager to ensure consistent customer service and processes that support the association’s strategic goals
  • Analyzes various data to address opportunities to improve procedures and processes, including SEER surveys, YMCA Exchange, and other YUSA resources
  • Develops and implements activities designed to increase member satisfaction and retention, with a goal of meeting or exceeding national benchmarks
  • Utilizes software programs (MindBody, CCC, Paycom) to reach goals


$54,000.00 - $66,000.00

How to Apply

Apply by Email

Resumes Accepted Until

Sept. 30, 2019

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