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Vice President of Member Experience

Rochester, NY (http://maps.google.com/maps?q=100+Chestnut+St.+Suite+901+Rochester+NY+USA+14604) • Association Office

Job Type

Full-time

Description

$115,000-$125,000 annually plus generous benefits

POSITION SUMMARY:

Under the direction of the Chief Experience Officer (CXO), and in partnership with branch operational leadership, the Vice President of Member Experience will create a unified, impactful member experience strategy that drives growth, retention and engagement, ensuring members feel connected, supported and valued throughout their journey.

The Vice President of Member Experience will equip branches with the tools, training and oversight needed to elevate membership outcomes, leading with the Y’s core values of caring, honesty, respect, responsibility and connection.

To be successful in this role, this leader will model these values in every interaction while embedding them into systems, service expectations and daily practices with a desired outcome to cultivate a consistent, mission-driven culture of service excellence across the Association. This leader has the ultimate goal of leading efforts to achieve successful completion of initiatives within the Ys current Strategic Plan and beyond.

ESSENTIAL FUNCTIONS:

Member Experience Strategy

• Support the CXO and provide senior management and other Association leadership with counsel, guidance and collaboration on business development strategies which refine the Ys membership options and delivery to maximize the Ys potential for growth, increase revenue and enhance membership satisfaction and retention.

• Lead audience studies, including but not limited to membership assessments and focus groups, to gain insight and knowledge to drive strategic implementation of member experience initiatives across the Association.

• Lead targeted and specific initiatives related to the Ys “Employee & Member Quality Experience Strategy” aimed at delivering clear service expectations, enhancing the Ys operations efficiency and increasing member satisfaction, retention and loyalty.

Membership Growth & Retention

Develop and implement (in partnership with the Communications & Marketing arm of the Experience Team): o System-wide retention strategies focused on enhancing member experience and long-term engagement. o Organic growth strategies to increase new joins across all membership categories (urban, suburban and rural)o Engaging membership promotions for both acquisition and retention.

Third-Party & Specialized Memberships

• Lead staff and execution of third-party membership programs, including initiatives to nurture and grow active older adult memberships.

• Lead staff and portfolio management of specialized membership, including but not limited to, Corporate, Community Health Partnerships, Self Direction and Military.

Data & Reporting

• Lead staff and data analysis and reporting related to member engagement, retention trends and experience impact metrics.

• Analyze membership data for ongoing predictive modeling of membership, helping us to make inform decisions and identify opportunities/risks.

• Lead staff responsible for all systems, content, processes and policy creation relating to the Ys member management system(s).

Branch Support

• Provide tools, training and oversight to branches to enhance membership outcomes.

• Partner with operaions to deliver the mission of the YMCA, serving as a liaison to branch leaders and (S)VPs of Operations to ensure accountability regarding membership goals, member engagement and procedures.

• Facilitate the development of branch staff expertise related to overall member engagement.

Requirements

To be successful in this leadership role, the Vice President must foster a consistent culture of service excellence and possess a combination of leadership qualities, strategic vision and interpersonal skills. This Vice President must be:

•An Ethical and Professional Leaderwho exemplifies honesty, responsibility and respect in all interactions, holds a bachelor’s degree and brings 10+ years of demonstrated experience in sales and business focused on sustainable growth, stakeholder influence and cross-functional collaboration.

•A Results-Oriented Leaderwho models caring and responsibility through exceptional member-service engagement and a proven ability to lead organizational change in ways that strengthen culture, connection and service consistency. YMCA experience preferred but not required.

•A Customer-Centric Innovatorwith a history of developing and implementing strategies across multiple sites, grounded in caring and connection. This leader will bring familiarity with customer-experience technologies such as CRM systems, feedback tools and analytics platforms that support understanding and responding to member needs.

•A Strategic Thinkerwho embodies responsibility and respect by translating customer insights and data into clear, actionable strategies aligned with the Y’s mission, vision and organizational goals.

•A Strong, Mission-Driven Communicatorwho demonstrates connection and caring through clear, collaborative communication with stakeholders, and who actively visits branches to ensure that strategies are lived out in practice and aligned with the Y’s values.

PHYSICAL REQUIREMENTS:

• Ability to travel location to location across the YMCA of Greater Rochester footprint.

• Must be able to sit or stand for the duration of the shift.

• Must be able to bend and stoop occasionally.

• Must be able to lift at least 25 pounds occasionally.

Salary Description

$115,000-$125,000 annually