Reports To: Chief Program Officer
FLSA Status: Exempt, Full-Time
Salary Range: $85,000 plus quarterly performance incentive eligibility
Position Summary:
The Director of Growth & Engagement is a dynamic, results-oriented leader responsible for driving growth including membership, retention, engagement, and earned revenue across the Riverdale Y. This position oversees the Member Services, Aquatics, Fitness, Athletic and Front Desk departments and serves as the primary architect of the member journey from prospect to engaged, long-term participant. This position supervises a team of full-time and part-time employees that are both Union and non-Union staff.
The Director is accountable for achieving revenue goals while ensuring an exceptional member experience that reflects the mission and values of the Riverdale Y. This role combines strategic leadership, business development, operational excellence, customer experience, and team management. The Director will also oversee the Riverdale Y’s annual 5K & Fun Run, one of the organization’s signature fundraising and community engagement events. Success in this role will be measured by membership growth, retention rates, earned revenue performance, member satisfaction, staff development, and fundraising outcomes.
RESPONSIBILITIES:
Revenue Growth & Business Development:
- Lead the development and execution of strategies that increase membership revenue, retention, and participation across all wellness-related departments.
- Establish and monitor monthly, quarterly, and annual revenue goals for Membership, Aquatics, Fitness, Athletics and related fee-for-service programs.
- Identify opportunities and build partnerships within the Riverdale community for new revenue streams, program expansion, premium offerings, and cross-selling opportunities.
- Analyze key business metrics and trends to drive decision-making and maximize financial performance.
- Develop & implement sales strategies to attract new members & convert prospects into participants.
- Collaborate with Marketing to create targeted membership acquisition and retention campaigns.
Membership & Member Experience Leadership:
- Design and oversee a comprehensive member engagement strategy focused on acquisition, onboarding, retention, and satisfaction.
- Create and manage a best-in-class new member onboarding process.
- Develop systems to identify and engage at-risk members before cancellation.
- Establish member feedback mechanisms and action plans to continuously improve the member experience.
- Ensure all member touchpoints reflect exceptional customer service standards.
- Monitor membership trends and implement strategies to increase member lifetime value.
Departmental Leadership, Operations & Financial Management:
Provide direct leadership and oversight for: Membership & Member Services, Front Desk Operations, Aquatics, Athletics & Fitness Departments
- Hiring, training, supervising, coaching, and evaluating department leaders and staff.
- Establishing departmental goals, KPIs, and accountability measures.
- Supporting professional development and succession planning.
- Ensuring operational excellence, safety, and compliance in all areas.
- Conducting regular audits of programs, facilities, systems, and customer service standards.
- Collaborating with department leaders to maximize program participation and financial performance.
- Develop and manage departmental operating budgets.
- Monitor revenue and expenses and implement corrective action when necessary.
- Produce regular financial and performance reports for senior leadership.
- Track and analyze key performance indicators and recommend strategic adjustments.
- Ensure departments meet or exceed budgeted revenue targets per defined department goals.
Fundraising & Community Engagement: Riverdale Y 5K & Fun Run:
Serve as the organizational lead for the annual Riverdale Y 5K & Fun Run by:
- Developing fundraising goals and sponsorship strategies.
- Managing event planning and execution.
- Coordinating staff, volunteers, vendors, and community partners.
- Increasing participation through collaborative efforts with development and marketing staff.
Risk Management & Compliance:
- Ensure compliance with all health, safety, operational, and regulatory requirements.
- Maintain strong risk management practices across fitness, aquatics, and member services.
- Ensure staff certifications, training, and emergency preparedness requirements are met.
Quarterly Performance Incentive Plan:
In addition to base salary, this position is eligible for quarterly performance bonuses tied to organizational goals. Incentives tied to membership performance, program revenue growth and member experience.
QUALIFICATIONS:
Required:
- Bachelor’s Degree in Business Administration, Nonprofit Management, Recreation Management, Sports Management, Marketing, or related field.
- Minimum 5-7 years of progressive leadership experience in membership-based organizations, recreation, wellness, nonprofit, hospitality, or customer experience management.
- Demonstrated success driving revenue growth and membership retention.
- Experience managing budgets, financial performance, and key business metrics.
- Strong supervisory and team leadership experience.
- Excellent interpersonal, communication, and relationship-building skills.
- High degree of emotional intelligence and customer-service orientation.
- Strong analytical and problem-solving abilities.
- Advanced proficiency in Microsoft Office, particularly Excel.
Preferred:
- Master’s Degree.
- 5+ years Experience in a JCC, community center, fitness, or nonprofit environment.
- Knowledge of Jewish culture, traditions, and community engagement.
- Experience overseeing aquatics, fitness, membership, or recreation operations.
Benefits:
- Individual or family membership to the Riverdale Y Fitness Center.
- Comprehensive medical, dental, and vision insurance.
- Generous paid time off package.
- Retirement plan participation.
- Professional development opportunities.
- Discounts on Riverdale Y programs including preschool, camps, after-school programs, and enrichment offerings.
About Riverdale Y:
Riverdale Y enriches lives by cultivating universally shared values central to Jewish life through educational, cultural, wellness, and service programs for all. Serving thousands of community members annually, Riverdale Y is a vibrant hub for connection, wellness, learning, and belonging. Riverdale Y is a 50,000 sq. ft. Jewish Community Center that provides educational, recreational, cultural, and wellness programming for children and adults of all ages. The Y features an early childhood center, camps and afterschool programs, senior center, performing arts center, and health & wellness center that includes cardio and free weight studios, group exercise classes, gymnasium, and swimming pool. The Riverdale Y is rooted in universal values central to Jewish life. We celebrate diversity and welcome the entire community.