Member Engagement Director, Frank Deluca YMCA Family Center

Description

Position Summary

The Member Engagement Director provides strategic leadership and sets the engagement strategy for the Family Center(s), being accountable for and responsible for growth across acquisition, retention, and delivery of high-quality service. This role defines the vision and goals, builds a data-driven plan and budget, and aligns people, programs, and processes to deliver measurable results. The Director leads the Member Engagement department through managers and supervisors, develops key staff, establishes the KPI framework and continuous-improvement loop from member insights, and partners across departments to create a consistent, high-value member journey that advances both mission impact, retention and revenue outcomes.

Our Culture

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you. We are the Y.

Job Responsibilities

• Set the member engagement strategy and growth plan for acquisition, retention, and service quality; translate vision into annual/quarterly goals, tactics, and KPIs for the department and in alignment with Family Center and Association goals.
• Lead department execution through managers and supervisors; implements best in practice standards, and coaching to deliver consistent member engagement experiences across all shifts and touchpoints.
• Own the sales/engagement pace at the Family Center level: Establish KPI dashboards; including traffic, tours, conversion, referrals, onboarding, and retention. Review pipeline health and follow-up cadence and drive corrective action plans.
• Manages the relationships across key departments such as Wellness, Aquatics, Youth, Marketing, Business Operations to integrate programs, promotions, and campaigns that elevate member value and participation.
• Set standards for tours and enrollment quality and ensure capacity, enablement, and coaching are in place to improve conversion and referral generation.
• Direct the member-insights feedback loop: ensure timely member communication, rapid service-recovery decisions, and implementation of quick wins that deepen relationships and improve experience.
• Guide access-control policy and compliance from check-in expectations, exception auditing, and hold leaders accountable for front-of-house readiness and consistency.
• Manage budgets and labor plans for Member Engagement; forecast, monitor, and adjust to achieve growth and cost targets; steward materials/collateral spend within guidelines.
• Develop people and creates a positive performance driven culture: Set performance expectations, coach leaders, facilitate trainings and staff meetings, and ensure career development and succession planning in alignment with Association HR and leadership expectations.
• Philanthropy & community partnership: collaborate with Association development/marketing to activate campaigns and community relationships; support fundraising initiatives and represent the Y externally to advance mission and membership.
• May provide strategic oversight to multiple Family Centers, ensuring alignment to engagement strategy, consistency of standards, and shared best practices.
• Report performance to Association and Family Center leadership, providing clear insights and recommendations that inform decisions and drive continuous improvement.
• Ensure policy and procedure adherence and protection of sensitive information; model the YMCA’s mission, values, and professional standards in all member and partner interactions.
• Maintain a professional appearance at all times in accordance with YMCA dress code standards.
• Protect sensitive and protected information in alignment with YMCA policies and the Employee Handbook; ensure professional appearance standards per YMCA dress code.
• Model the YMCA’s mission and core values through professional conduct and a positive presence; set the tone for consistently excellent service.
• All other duties as assigned by management.

Requirements

• Bachelor’s degree in business administration, marketing, or a related field or equivalent experience required.
• A minimum of 5 years of experience in Business-to-Consumer sales preferred, with at least 2 years in a senior sales management role required.
• Demonstrated success in developing and executing sales strategies that achieve notable revenue growth required.
• Strong leadership skills, with experience managing and developing high-performing sales and/or engagement teams required.
• Must have excellent strategic thinking, analytical, and problem-solving abilities.
• Experience with sales forecasting, budgeting, and financial analysis is essential.
• Proficiency in Salesforce or similar CRM software, data analysis tools, and Microsoft Office Suite required.

Work Environment & Physical Demands

• Must be willing to work a flexible schedule, which may include weekends and holidays as needed.
• Must be willing to travel within Central Florida when needed. Must have a valid Driver license. The employee is required to have visual acuity to operate motor vehicles.
• The noise level in the work environment is usually moderate to loud.
• The physical activities of this position include: stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, feeling, and repetitive motions. Talking is required for expressing or exchanging ideas by means of the spoken word. Hearing is required to perceive information at normal spoken word levels, with or without correction.
• Required to sit or stand for extended periods of time while demonstrating manual dexterity in order to accurately work on the phone, computer keyboard, and other equipment.
• The employee must be able to perform light work: exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
• The employee is required to have close visual acuity, along with the visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned, preparing and analyzing data and figures, transcribing, viewing a computer screen, extensive reading, or to make general observations of facilities or structures.
• Must possess auditory and verbal capabilities in order to adequately communicate in person, via phone, and through electronic communication platforms.
• The employee is not substantially exposed to adverse environmental conditions.

Disclaimers

• Must complete successful background screening, which includes criminal and employment verification. Some positions may additionally require a successful credit check screening.
• All of the above duties and responsibilities are essential job functions subject to reasonable accommodation. The YMCA promotes an equal employment opportunity work place which includes reasonable accommodation of otherwise qualified disabled applicants and employees. Please see your manager should you have any questions about this policy or these job duties.
• This job description may not be all-inclusive and employees are expected to perform all other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.