Job Description
Join the YMCA to lead Member Experience—drive engagement, manage campaigns, and shape a welcoming, community-focused space!
Job Description The Member Experience & Engagement Manager is responsible for creating a welcoming, mission-driven environment that supports member retention, engagement, and satisfaction at the YMCA. This role oversees all social media and website content to ensure consistent messaging, leads membership promotions and events, and trains and develops front-line membership staff. By coordinating strategic outreach, managing prospective members, and cultivating a member-focused culture, this position plays a pivotal role in driving growth and fostering community connections.
Qualifications - Bachelor’s degree in a related field, with marketing/communication experience.
- Proven track record of meeting/surpassing challenging goals.
- Excellent written & visual communication skills.
Essential Functions - Oversee all social media accounts to ensure consistent, engaging, and mission-driven messaging.
- Create and implement a monthly content calendar to promote YMCA programs, success stories, community impact, and member spotlights.
- Maintain and update YMCA website content to ensure accurate program listings, event details, and membership information.
- Coordinate Association membership promotions, including membership campaigns, as directed and meet and exceed monthly membership sales goals.
- Conduct member retention events and activities to mitigate monthly cancellations.
- Responsible for leading, developing, and training Member Experience Staff.
- Scheduling monthly member engagement activities/events to promote member retention.
- Managing prospective members by utilizing Daxko Engage.
- Schedule, train, and develop membership experience staff.
- Oversee Membership Coordinator and ensure best practices are being implemented with processing.
- Collaborate with Membership Team on updating policies and procedures.
- Stays current with national YMCA trends and program models and implements membership strategies that promote recruitment of new members and retention of existing members.
- Assist as needed with YMCA operations, building coverage, meetings, and special events.
- Creates a member-focused culture and models relationship-building skills in all interactions. Fosters a climate of innovation and resolves problems to ensure customer satisfaction.
- Coordinate and conduct the tour process for potential new members and develop and refine a consultative approach, determining needs and offering solutions and options.
- Recognize and promote member service and retention as the primary responsibility of all staff.
- Member Engagement: Create, produce and optimize highly shareable content/ stories to drive audience growth and engagement through weekly email and social media.
- Facilitate communication between department service staff, as it relates to meeting the needs of the Members.
- At all times, model, reinforce, and abide by the YMCA core values of Caring, Honesty, Respect, and Responsibility and the YMCA Code of Conduct.
- Risk Management:
- Follow employees and volunteers screening requirements and use screening instruments to screen for abuse risk.
- Provide employees and volunteers with on-going supervision and training related to abuse risk.
- Provide employees and volunteers with regular feedback regarding their boundaries with children.
- Require employees and volunteers to adhere to policies and procedures related to abuse risk.
- Respond quickly to policy and procedure violations using the organization’s progressive disciplinary procedures.
- Respond seriously and confidentially to reports of suspicious and inappropriate behaviors. Follow mandated reporting requirements.
- Communicate to all employees and volunteers the organization’s commitment to protect their children from abuse.
- Report essential abuse risk management information to the board of directors.
- Utilize various sources of information to ensure compliance with abuse prevention standards
Required Certifications
Job Tags