Member Experience Director

Inspire connection & growth! Join the YMCA as a Member Experience Director and shape extraordinary experiences for all.

Job Description

Join the YMCA of Greater Kansas City as the Member Experience Director, leading membership engagement, retention, and customer service operations at the Providence YMCA/Ball Family Center in Kansas City, KS. This full-time leadership role oversees member onboarding, sales, and community outreach while fostering a welcoming, relationship-based culture that strengthens connection and belonging. You’ll develop and execute strategies to grow membership, coach and empower your team to deliver exceptional experiences, and collaborate with program and marketing teams to align membership growth goals with community impact.

At the YMCA, you’ll have the opportunity to make a difference every day—helping people of all ages and backgrounds lead healthier, more connected lives.

Hiring Range: $44,000 - $47,000

Benefits Include

• Comprehensive package, including health insurance and retirement.
• Paid time off to support work-life balance.
• Free YMCA household membership.
• Opportunities for professional growth and development.
  
  

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Minimum three years’ experience in membership, customer experience, or sales management—preferably in a fitness, recreation, or nonprofit setting.
• At least two years' of leadership experience in hiring, training, and managing staff or teams.
• Proven record of meeting or exceeding membership or sales goals.
• Strong skills in communication, motivation, and relationship building.
• Ability to analyze data and make informed, strategic decisions.
• Passion for delivering high-quality experiences and advancing the Y’s mission.
• Intermediate computer skills (email, CRM or member management software, and MS Office).
  
  

Essential Functions

• Lead membership, engagement, and enrollment operations to recruit and retain members.
• Develop strategies and systems to enhance member satisfaction, retention, and referrals.
• Recruit, train, and supervise a dynamic welcome center team and volunteers.
• Create a strong onboarding and coaching culture that emphasizes exceptional service.
• Manage new member prospects and achieve daily and weekly outreach goals.
• Analyze and report membership trends, sales activity, and retention data to drive continuous improvement.
• Collaborate with program and marketing teams to align membership goals with community needs.
• Plan and execute events such as open houses, membership drives, and community engagement opportunities.
• Develop and manage the department budget, ensuring financial goals are met or exceeded.
• Represent the YMCA at community functions and events to strengthen partnerships and visibility.
• Serve as a key member of the center management and association membership leadership teams.