Wellness Experience Senior Director

The Senior Wellness Experience Director is a charismatic, high-energy, service-driven leader responsible for guiding all branch membership efforts through wellness — including retention, excellent service, and growth. Senior Wellness Directors are visible, frontline leaders who primarily work on their feet, modeling best practices and building member loyalty. They are assertive coaches who consistently develop their team to deliver both an exceptional member experience and strong organizational results.

Senior Wellness Experience Directors are strong communicators who listen effectively and speak to what matters most to members and staff. They are capable project managers, able to move fluidly between frontline service and the implementation of strategic initiatives. Both the Wellness Director and their team build strong relationships with staff, members, and program participants to create a “third place” where every person feels welcomed and engaged.

This role ensures that all members are supported and encouraged in the pursuit of their personal wellness journey, and that families feel welcome to be part of it. Wellness Directors carry out this work each day with the heart of helping all people reach their God-given potential in spirit, mind, and body.

ESSENTIAL FUNCTIONS:

• Executes assigned Association-wide and branch-specific membership strategies/tactics to boost membership retention, customer service, and growth.

• Provides direct supervision to the Group Exercise Coordinator.

• Directly supervises Group Exercise Coordinator, Wellness Lead, wellness experience staff including wellness coaches, group exercise instructors, and personal trainers. Responsible for scheduling, payroll, and staff meetings, as well as ongoing communication with staff. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws, including interviewing, hiring, training, role-playing, modeling, appraising performance, and taking corrective action when necessary; addresses employee complaints and resolves issues.

• Implements the retention plan, making sure uFit goals are being met.

• Utilizes membership and quality data as needed to identify areas of opportunity and improvement, encourage participation, and eliminate barriers.

• Improves the total member experience by ensuring members are onboarded correctly, have strong social support, and are involved in relevant Y programming. Helps members identify and track healthy living goals.

• Serves as operations manager for the assigned wellness experience region.

• Engages and leads other staff to engage current and potential members with an emphasis on daily Moments of Service, such as greeting every member in all areas of the building.

• Ensures that all staff have a strong working knowledge of wellness and are eager to connect current and potential members with programming that helps them reach their God-given potential.

• Leads all aspects of a highly efficient, member-focused wellness team, including recruiting, hiring, training, role-playing, uFit/MobileFiT appointment scheduling, staff and bootcamp scheduling, and holding staff accountable on a daily basis.

• Provides strong fiscal management in all areas of responsibility, including building and managing the budget within their area of functional responsibility, receiving funds, spending wisely, and taking corrective action as appropriate.

• Serves as a subject matter expert to help members meet specific health and wellness goals.

• Trains and advises other engagement directors and staff in their specialty area as needed.

• Performs all other duties as assigned and directed by management.

We Take Care of Our People
We're passionate about fostering health and wellness for all, and we have a comprehensive benefits package that has been thoughtfully designed to prioritize your well-being. 

Health Insurance: We provide comprehensive health coverage, including medical, dental, and vision plans, to ensure the well-being of our employees. 
Retirement Savings Plan: We offer a 12% employer-funded retirement plan upon meeting eligibility, empowering employees to plan for their future. 
Paid Time Off: Work-life integration is important to us, which is why we provide up to 48 days of paid time off over vacation, holidays, and sick leave. 
Additional Perks: Employee household membership to facilities operated by the YMCA of Northwest North Carolina and discounts on programs throughout the association. 

• Bachelor’s degree from a four-year college or university; or four years of related experience and/or training; or an equivalent combination of education and experience. Bachelor’s or Master’s degree in Exercise Physiology, Exercise Science, or a related field strongly preferred.
• One or more nationally recognized Personal Training or Coaching certifications required.
• Current CPR, First Aid, and Oxygen (ASHI) certification, or willingness to obtain within the first 30 days.
• One to two years of experience supervising other wellness professionals preferred.
• Experience working directly with clients in a wellness setting, designing customized plans to help them meet their wellness goals, preferred.
• One to two years of related supervisory experience in customer service and/or sales preferred.
• Attends required training sessions, workshops, and staff meetings.
• Ability to work early mornings, evenings, and weekends as needed to supervise a diverse, part-time team working a variety of schedules.
• Excellent conflict resolution and problem-solving skills required; proven ability to coach staff in these areas preferred.
• Strong communication and project management skills, with the ability to manage multiple demands with ease.
• Excellent computer and social media skills, with experience using standard business software (Microsoft Office).
• Ability to relate effectively with diverse groups of people from all social and economic segments of the community.
• Spanish-speaking skills are a plus.
• YMCA Team Leader certification preferred.