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YMCA of the USA · 18 hours ago

Vice President of Membership Development & Experience

Nashua, NH

Full-time

Onsite

Director/Executive

$105K/yr - $110K/yr

7+ years exp

YMCA is a community-focused organization dedicated to promoting health and well-being. The Vice President of Membership Development & Experience is responsible for driving membership growth and enhancing member experiences across all locations through strategic leadership and engagement initiatives.

Career PlanningCommunities

Responsibilities

Develop and implement a comprehensive membership growth strategy that drives acquisition, engagement, and retention across all locations

Set and achieve ambitious membership targets through data-driven strategies and continuous improvement

Lead membership sales initiatives including tours, prospecting, conversion optimization, and new member onboarding

Utilize analytics and market research to identify trends, opportunities, and areas for improvement

Prepare and implement membership marketing promotions in partnership with Marketing and Communications

Build corporate and third-party membership partnerships to expand reach and diversify revenue streams

Champion the member experience by ensuring all touchpoints reflect the Y's mission, values, and commitment to creating the 'Most Welcoming Place'

Implement and sustain the Y Experience framework across membership operations, fostering achievement, relationships, and belonging for every member

Oversee new member onboarding (Days 0-90) to ensure strong connections, program engagement, and long-term retention

Create engagement strategies that deepen member involvement throughout the member lifecycle, from exploration to advocacy

Monitor member satisfaction and Net Promoter Scores; implement improvements based on feedback and data

Ensure consistent service standards and operational excellence across all locations

Oversee wellness programming and services, ensuring innovative and engaging pathways for members to achieve their health and fitness goals

Lead wellness team in developing personalized member experiences that support individual achievement and goal attainment

Partner with program areas (aquatics, youth, sports, arts) to create holistic wellness opportunities for members across the lifespan

Ensure wellness services align with evidence-based health initiatives and the Y's commitment to improving community health outcomes

Foster relationships between members and wellness staff to create accountability, support, and sustained engagement

Build, lead, and mentor a high-performing membership team including directors of membership experience, onboarding, and senior wellness leadership

Provide coaching, professional development, and clear performance expectations to drive accountability and results

Foster a culture of innovation, collaboration, and member-focused service across the membership division

Recruit, develop, and retain talented staff committed to the Y's mission and values

Promote cross-functional collaboration with programs, operations, and community impact teams

Develop and manage membership division budget, ensuring financial sustainability and growth

Monitor and report on key performance indicators, including acquisition rates, retention rates, member engagement, and revenue targets

Ensure pricing strategies and financial assistance programs align with mission and market positioning

Oversee membership systems, CRM tools, and data integrity to support efficient operations and decision-making

Establish and maintain standard operating procedures for membership services across all locations

Lead welcome center operations and ensure facility readiness creates positive first impressions

Implement risk management protocols and ensure compliance with safety and YMCA standards

Represent the YMCA at community events, building relationships that drive membership and mission advancement

Partner with Marketing and Communications to develop campaigns that elevate brand awareness and member recruitment

Collaborate with program leadership to create seamless connections between membership and wellness, aquatics, youth programs, and more

Support Financial Development efforts by cultivating donor relationships among members and prospects

Qualification

Membership growth strategyData-driven decision makingTeam leadershipCustomer experienceBudget managementCRM systemsPublic speakingMission-driven mindsetInnovationInterpersonal skillsCommunication skillsCollaborationCritical thinking

Required

Bachelor's degree required; master's degree preferred

Minimum 7-10 years of progressive leadership experience in membership services, customer experience, or related fields, preferably in fitness, recreation, hospitality, or nonprofit sectors

Proven track record of driving membership growth, improving retention, and delivering exceptional customer experiences

Strong strategic thinking and execution skills with ability to translate vision into actionable plans

Data-driven mindset with experience using analytics to inform decision-making and measure success

Excellent interpersonal, communication, and public speaking skills

Demonstrated ability to build, lead, and develop high-performing teams

Experience managing budgets and achieving financial targets

Mission-driven, growth-oriented, and committed to inclusion and equity