DIRECTOR OF MEMBER ENGAGEMENT

The Greater Burlington YMCA provides a diverse organization of people of all ages joined together by a shared commitment to nurturing the potential of youth, healthy living and fostering a sense of social responsibility. As a Y employee, you’ll be inspired to make a difference each day in a position that matters. With a strong mission and core values, we offer a cause you can participate in.

Join the Y Movement!

We are currently hiring a Director of Member Engagement to oversee our engagement team and work closely with healthy living to ensure a positive experience for our members. This role will support open communication with members, participants and the community, as well as lead our engagement associates in promoting the Y in the community. Additionally, this role drives membership revenue and develops community partnerships to ensure needs of the community are recognized and met.

Responsibilities Include:

  • Works closely with Healthy Living to create a high quality member experience using engagement strategies and programs which support the Y’s mission, goals and strategies.
  • Provide visibility to members and participants throughout the facility to gain member perspective and ensure high quality service is provided by all staff through engagement with Directors.
  • Engage with members in order to receive effective and timely feedback or perspective.
  • Manage and supervise the Member Engagement team, Drop-in Child Care, and family program operations.
  • Recruit, hire, train and coach employees on the Member Engagement team. Provide effective feedback through coaching and counseling, and evaluate performance through Growth, Progress and Support (GPS) conversations.
  • Develop, implement and train Cause-Driven Tours in collaboration with Healthy Living.
  • Ensure proper implementation of front desk procedures. Create, review and update desk procedures and communicate changes to the team. Coordinate with other departments, as necessary.
  • Develop and train the member onboarding experience to ensure all Member Engagement Associates are familiar with this process.
  • Generate a sales culture through promoting Y programs and membership enrollment options through interactions with existing and potential members. Coordinate program registration, including logistics to support phone, walk-in and web registration.
  • Manage daily reports regarding monthly membership sales and retention goals and communicate to team in an effort to meet goals by driving sales.
  • Create and build relationships with corporations, service groups, and community organizations to generate membership revenue, strengthen sense of community and create Y awareness.
  • Oversee schedules to ensure all shifts are filled for optimal member experience, while adhering to approved budget.
  • Develop, manage and maintain annual operating budget for membership; manage and implement the approved budget and take appropriate action to correct variances.
  • Manage lines of communication through Engage and Open-Line to ensure timely responses to inquiries and a high level of customer service.
  • Assist with the development of operating goals, objectives and work in collaboration with the Marketing team to develop a business strategy that successfully promotes Y membership growth.
  • Assist in gathering information Annual Report for the organization as required by Y of the USA.
  • Participates on the organization’s Safety Committee in an effort to develop practical safety procedures that coordinate with all departments.
  • Demonstrate the Y core values of Caring, Respect, Honesty, and Responsibility in dealings with staff, members, families, and children.
  • Participates in other staff meetings and/or related initiatives.
  • Other duties as assigned.

Qualifications:

  • Minimum of three (3) years of direct customer service or relations experience.
  • Ability to multi-task day-to day while ensuring all components or position are met.
  • Demonstrate a high-level of professionalism through appearance, communication and actions.
  • Maintain a high-level of confidentiality of Y proprietary information.
  • Provide clear and concise communication both orally and written.
  • Ability to create internal and external relationships through effective communication.
  • Provide fair conflict resolution, with the ability to problem-solve quickly and effectively.
  • Effective time management skills to ensure all obligations of the position are met.
  • Communicate and demonstrate the Y Core Values of Caring, Honesty, Respect and Responsibility.

Send a cover letter and resume to HR@gbymca.org for employment consideration.

The Greater Burlington YMCA is an Equal Opportunity Employer. 



GREATER BURLINGTON YMCA LOCATIONS

Pomerleau Family Y
298 College Street
Burlington, VT 05401
802 862 9622 (YMCA)

Camp Abnaki
1252 Abnaki Road
North Hero, VT
802 372 9622 (YMCA)

Additional Program Sites
in Vermont

Franklin, Grand Isle, Washington and Chittenden Counties