Vice President of Member Experience

Vice President of Member Experience Rochester, NY ( u2022 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 Yu2019s 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 u00b7 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. u00b7 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. u00b7 Lead targeted and specific initiatives related to the Ys u201cEmployee & Member Quality Experience Strategyu201d 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 u00b7 Lead staff and execution of third-party membership programs, including initiatives to nurture and grow active older adult memberships. u00b7 Lead staff and portfolio management of specialized membership, including but not limited to, Corporate, Community Health Partnerships, Self Direction and Military. Data & Reporting u00b7 Lead staff and data analysis and reporting related to member engagement, retention trends and experience impact metrics. u00b7 Analyze membership data for ongoing predictive modeling of membership, helping us to make inform decisions and identify opportunities/risks. u00b7 Lead staff responsible for all systems, content, processes and policy creation relating to the Ys member management system(s). Branch Support u00b7 Provide tools, training and oversight to branches to enhance membership outcomes. u00b7 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. u00b7 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: u00b7An Ethical and Professional Leaderwho exemplifies honesty, responsibility and respect in all interactions, holds a bacheloru2019s degree and brings 10+ years of demonstrated experience in sales and business focused on sustainable growth, stakeholder influence and cross-functional collaboration. u00b7A 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. u00b7A 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. u00b7A Strategic Thinkerwho embodies responsibility and respect by translating customer insights and data into clear, actionable strategies aligned with the Yu2019s mission, vision and organizational goals. u00b7A 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 Yu2019s values. PHYSICAL REQUIREMENTS: u00b7 Ability to travel location to location across the YMCA of Greater Rochester footprint. u00b7 Must be able to sit or stand for the duration of the shift. u00b7 Must be able to bend and stoop occasionally. u00b7 Must be able to lift at least 25 pounds occasionally. Salary Description $115,000-$125,000 annually

Created: 2026-01-21