Director of Customer and Member Experience

The Director of Customer and Member Experience oversees and manages initiatives that lead to greater brand loyalty and member retention by improving the experience of our customers/members across all channels and touchpoints. This team member also supervises the organization’s Customer/Member Support Center and staff. This is a hybrid role based in West Chester, PA at the YGBW Association Office.

• 4-5 years of experience in customer experience/service, operational process development/optimization, and/or marketing
• Advanced computer knowledge. Experience in leveraging a CRM system such as HubSpot to manage member/customer-facing processes highly desired.
• Innate ability to assess and understand “the story” the data is telling.
• Exemplary leadership and management abilities with a natural talent to influence others and gain buy-in. Ability to partner with staff, members and customers at all levels in building positive and supportive relationships.
• Ability to empathize/understand pain points of staff, members, and customers and develop processes/procedures to address pain points, meet organizational needs, and exceed member/customer expectations.
• Ability to think outside the box and apply a fresh, innovative approach to established processes that drive efficiency and customer/member satisfaction.
• Excellent written and verbal communication skills required.
• Demonstrated maturity and ability to work both independently and collaboratively.
• Bachelor’s degree preferred.
• Obtain and maintain all new hire certifications and trainings within 90 days of hire.

• Ensure members and customers are receiving the best and most efficient experience in managing their YGBW membership across all touchpoints. Identify and implement processes to improve the experience and build brand loyalty.
• Centralize and manage membership processes for all YGBW branches to drive efficiency and an optimal member and staff experience. Document requirements, design processes (diagrams, flowcharts, staff instructions, etc.), and build necessary technological infrastructure to support the process in organizational CRM system in partnership with marketing team. Implement and train staff on processes.
• Oversee hiring, management, and supervision of Member Engagement Center (MEC) Team, a centralized membership services support team, that communicates directly with members and customers, and supports their success. Establish and supervise customer service procedures and processes.
• Draft member/customer facing communications (i.e., scripts, emails, etc.), and partner with marketing team to ensure alignment and a consistent and cohesive customer/member experience.
• Establish and manage process for voice of the customer survey tool to ensure member and customer feedback is leveraged to improve member experience, and that promoters and detractors are responded to appropriately and efficiently.
• Provide regular training and support for membership and executive level staff on centralized processes and services to ensure consistent and successful operation, equipping staff for success in delivering outstanding experiences.
• Manage YGBW Knowledge Base, an online resource center for members, identifying, writing, updating and adding articles and resources as needed.
• Always seeks ways to improve processes, discover issues and deliver better value to our members/customers.
• Support and often lead membership initiatives such as new member onboarding and member retention projects.
• Other duties as assigned by supervisor.