District Executive Director
YMCA of Greater Kansas City
Lead nine full-service YMCA center operations and manage a 10 million dollar budget. Supervise six Executive Directors to help lead a team of 19 full-time staff and over 600 part-time staff. District exceeded 2010 program revenue target by 16%, while coming under operational budget by 5%, during a nationally declining market. Fanatical about first impressions, and committed to making the customer experience so positively strong that it creates immense brand loyalty. Over 70% of new business was through referrals. Quarterly Net Promoter Scores external audits consistently ranked two key indicators of customer satisfaction in the “excellent” categories in 90% of surveys. Brought overall score up 16 points in 4 months, all while decreasing expenses 10% for 2 consecutive years. Visited all sites daily, upholding high visibility to customers and staff. Conducted competitive research to determine industry best practices. Created innovative campaigns while achieving 10-20% year-over-year division program revenue growth in consecutive years. Maintained 10% turnover, unheard of in an industry where turnover costs make up 25-30% of total employee expenses.