Vice President of Member Experience

The Y: We're for youth development, healthy living and social responsibility.


YMCA of Metropolitan Atlanta Inc.


Atlanta, GA 30314

Job Description

Nature and Scope:

Under the direction of the Chief Experience Officer, the Vice President of Member Experience will be responsible for defining, measuring and driving a world-class member experience for the YMCA of Metro Atlanta across every member touchpoint. They will work to identify and drive the optimization of key member-facing areas to connect the dots across the brand from marketing, to program/member experience, to help supporting the member.

As the VP of Member Experience they will work with cross-functional stakeholders including Marketing, Operations, IT, HR, program cabinets, and functional teams to drive a culture of member-centric thinking throughout the organization. They need to have proven success in elevating member experience, strong vision, and a mindset that views the member experience as the Y’s most important “product.” They should also have experience creating world-class systems and processes to measure and improve the member experience.


  • A Bachelor’s degree required in Business, Finance, Management or other related field. MBA degree preferred.
  • 5-7 years of progressive experience demonstrating passion for the customer/consumer experience. Well-rounded background with experience or exposure to the customer experience, project management or product development. Experience in leadership, member/customer experience and/or supervisory/management also preferred.
  • Positive reputation and credibility among peers as a professional expert in association management best practices, strategic thinking and building and maintaining relationships.
  • Strong leadership skills with a proven track record of solving complex problems.
  • Good conflict resolution, persuasion, negotiation and coaching skills.
  • Ability to handle highly confidential information appropriately, exercise discretion as appropriate and remain sensitive to individual situations and needs.
  • Commitment to excellence, innovation, creativity, teamwork and the ability to work effectively in a collaborative environment.
  • Demonstrated excellence in analytical thinking, problem solving, delegation and judgment.
  • Proven successful experience in managing and developing senior staff and team members.
  • Strategic leadership experience and strong communication skills as well as a high degree of emotional intelligence.

Essential Functions

  • Define, measure and manage the Y’s end-to-end member experience strategy.
  • Work to create a vision for how each member-facing process will evolve and align the Y’s mission accordingly.
  • Lead the Regional and Member Experience teams, the Membership Cabinet as well as including working with managers in the Member Experience Center to define the member experience vision, set and communicate team goals and strategy. Foster a culture of accountability and continuous improvement.
  • Define and curate the right member experience measurement tools for the organization (e.g. help capture the brand’s unified Voice of the Customer) and develop a dashboard to share with the branch executives. Develop strategies related to Listen360 to support branches and further member engagement.
  • Gain a first-hand understanding of how members engage with the brand across all touchpoints and draw conclusions to continually evolve, improve and optimize the member service.
  • Outline “the service journey” to achieve the member experience vision, including key benchmarks and measures of success.
  • In collaboration with the leadership team, evaluate the existing member service technology stack to better understand opportunities and risks, introduce relevant and value-add member engagement functionality as well as leverage appropriate emerging innovations as part of the overall member experience strategy.
  • Create a nimble organization that responds quickly to our member’s needs.
  • Work with the Operational Cabinet team to develop learning modules and programs to support and build a culture and system that inspires the entire organization to become even more member centric in their efforts to support our members’ needs by leveraging the member insights generated from this team.
  • Develop, grow and retain strong partnerships with outside organizations related to membership – strategic, corporate and community based.

Cause-Driven Leadership® Competencies

Effect on the End Result: This position has a primary impact on the overall effectiveness of the Membership department and the success of programs and services to the community. The effectiveness of this position is primarily measured by the sound department administration, the stated satisfaction of staff and members and a sound fiscal position of those departments.

Ergonomics: Sitting, bending, stooping, standing, 15% repetitive keyboard work, seeing, verbal communications, lift up to 25 pounds.

How to Apply

Apply Online

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