Principal Responsibilities:

The Member Experience Director leads a customer-focused team to deliver excellent service and ensure a positive experience for all community members at Riverdale Y. The Director is responsible for membership sales revenue, meeting/exceeding monthly and annual revenue and retention goals for membership. The Director will develop, implement and lead the new member onboarding and engagement process. The Director will ensure delivery of high quality member experiences in fitness, aquatics and sports. This role is also focused on strategies to attract new members and will work collaboratively with staff to build relationships and promote programs to members and the community at-large.

Key Responsibilities:

• Engage in tasks, projects and initiatives leading to membership growth
• Build internal and external relationships with staff and members, designed to optimize member service delivery and experience
• Supervise and mentor leadership in Aquatics, Fitness, Sports, and Member Services and support effective operations in each of these areas.
• Work closely with departmental leadership in Aquatics, Fitness, Sports, and Member Services to develop departmental budgets, monitor progress as measured against annual goals, and drive, track and report on key metrics.
• Understand and be committed to the mission and vision of the Y
• Support departmental leadership and membership by responding to emergent program and member requests, staff needs, and scheduling
• Oversee compliance and risk mitigation to ensure the health and safety of staff and members
• Audit programs, services and equipment for maximum effectiveness and positioning within the marketplace
• Support an organizational culture that serves, transforms, educates and unites its members

Salary $75,000 - $85,000, including the following benefits:

• Individual and family membership to our Fitness Center
• Generous time-off package
• Medical, dental and vision health insurance
• Discounts on JCC programs including summer camps, after school, preschool

This is a full-time, in-person role, Sunday - Thursday with occasional evenings and holidays throughout the year.

Minimum Qualifications:

Qualifications:

• High level of emotional intelligence
• Ability to lead and partner with colleagues
• Strong understanding of a mission-driven business model
• Commitment to excellent customer service
• Commitment to innovation and creativity
• 5-7+ years in management/supervisory experience
• Experience working or volunteering in the nonprofit sector
• Strong financial management skills and proficient in Excel
• Excellent communication skills for a variety of audiences
• Ability to delegate responsibilities
• Project management experience in a fast-paced environment
• Flourishes in a hands-on, collaborative work setting
• Cultural competence in working with colleagues and clients of diverse backgrounds and identities
• Knowledge of Jewish holidays, traditions and culture a plus
• Bachelor's Degree; Master's Degree preferred

Salary:

$75,000 - $85,000

Agency Information:

About The Riverdale YM-YWHA:

The Riverdale Y is a 50,000 sq. ft. Jewish Community Center that provides educational, recreational, cultural, and wellness programming for children and adults of all ages. The Y features an early childhood center, camps and afterschool programs, senior center, performing arts center, and health & wellness center that includes cardio and free weight studios, group exercise classes, gymnasium, and swimming pool. The Riverdale Y is rooted in universal values central to Jewish life. We celebrate diversity and welcome the entire community.