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Be the Heart of Our Community and Help Us Build Stronger Connections
Job Description
The Membership Services Director is responsible for overseeing all aspects of membership engagement, retention, and administration at the YMCA. This role focuses on delivering a superior member experience, driving enrollment, fostering community connections, and ensuring efficient operations to meet strategic goals. The position supervises membership staff, implements retention strategies, and promotes the YMCA's mission and programs in the community.
Qualifications
• Bachelor’s degree in a related field or equivalent experience.
• Minimum 3 years of supervisory experience, including recruiting, training, and evaluating staff.
• Proven track record in customer service and membership retention strategies.
• Excellent organizational, communication, and interpersonal skills.
• Proficiency in standard business software; experience with Salesforce preferred.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Certifications in CPR, First Aid, and AED (or willingness to obtain within 30 days of hire).
Essential Functions
1. Membership Engagement and Retention
• Develop and implement strategies to connect members with YMCA programs and services, fostering community and reducing attrition.
• Organize and execute membership events and represent the YMCA at community outreach initiatives.
• Analyze membership data to identify growth and retention opportunities, implementing innovative solutions to enhance member satisfaction.
• Respond to member concerns, ensuring a welcoming and supportive environment.
2. Team Leadership and Supervision
• Recruit, hire, train, and develop membership staff and volunteers to deliver exceptional service.
• Create and manage front desk schedules, ensuring adequate coverage and adherence to YMCA standards.
• Maintain a leadership presence at the welcome desk to model best practices and coach team members.
• Foster a culture of continuous improvement and innovation, empowering staff to achieve membership and engagement goals.
3. Operations and Administration
• Ensure efficient membership administration, including compliance with YMCA policies, procedures, and financial guidelines.
• Develop and manage the membership budget, monitoring performance against revenue and expense targets.
• Oversee front desk procedures, updating as needed and ensuring smooth operations.
• Collaborate with branch leadership to manage facility safety and operations, including MOD responsibilities as needed.
4. Program and Marketing Support
• Partner with the marketing team to execute enrollment campaigns, community outreach, and social media initiatives.
• Promote YMCA programs and services in interactions with members, guests, and the community.
• Support fundraising activities, volunteer recruitment, and special events in alignment with YMCA objectives.