Membership Director - Southeast Family YMCA

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. The Membership Director provides leadership and direction for all membership operations, sales, onboarding, engagement, and retention efforts within their assigned branch. Reporting to the VP of Member Experience & Growth, this position is responsible for creating a welcoming, cause-driven member experience while driving membership growth, financial performance, and staff accountability. The Membership Director leads the membership team, establishes clear sales and service expectations, monitors performance and trends, and works collaboratively with branch and association leaders to ensure members and prospective members experience the YMCA as a welcoming place of belonging.

ESSENTIAL FUNCTIONS:

- Lead and manage daily membership operations, ensuring consistent, high-quality service and a welcoming member experience.

- Serve as a key member of the branch leadership team, working collaboratively across all branch functions and supporting meetings, events, initiatives, and organizational priorities.

- Recruit, train, coach, and evaluate Membership Services Representatives and other membership staff.

- Establish and maintain clear membership sales, service, onboarding, engagement, and retention expectations.

- Ensure membership staff are knowledgeable about YMCA programs, services, policies, and membership benefits, and consistently deliver exceptional member service.

- Drive membership growth by connecting with prospective and current members through consistent lead follow-up, Cause-driven tours, sales, retention, engagement, and community outreach.

- Monitor membership performance, including new joins, cancellations, retention, leads, conversion, revenue, and other key performance indicators.

- Implement association membership strategies and initiatives at the branch level and provide feedback on effectiveness and opportunities to branch and association leadership.

- Working closely with other key leaders, ensure consistent and meaningful new member onboarding, including wellness orientations, welcome communications, and connections to programs and services.

- Develop strategies to increase member engagement, strengthen relationships, improve membership retention, and reduce avoidable cancellations.

- In partnership with the Executive Director and Property Director, address member concerns and service recovery opportunities promptly and effectively, serving as an advocate for the member experience.

- Serve as the branch subject matter expert for Daxko and membership systems operations, ensuring accurate and timely management of membership records, program registrations, payments, adjustments, audits, and documentation while upholding compliance with all YMCA policies and procedures.

- Collaborate with Program Directors and branch leadership to connect members to programs, services, and opportunities that increase participation and strengthen their Y experience.

- Serve as a champion for the YMCA Mission and Cause, actively supporting Annual Giving Campaign initiatives both within the branch and throughout the community by engaging staff, members, volunteers, and community partners in advancing the YMCAs impact.

- Represent the YMCA professionally in the community and actively support branch events, membership initiatives, and association-wide growth priorities.

- Demonstrate and uphold the YMCA's core values of caring, honesty, respect, responsibility, and growth mindset while performing all other duties as assigned by leadership.

WORK SCHEDULE:

- This is a full-time position requiring a flexible schedule based on operational and program needs.

- Typical work hours will generally fall within a Monday through Friday business schedule, with flexibility in start and end times based on YMCA operations and responsibilities.

- The Membership Director is expected to adjust their regular work schedule when evening or weekend responsibilities are required, recognizing that flexibility and presence during key programs and events are essential functions of the position.

- Regular travel between YMCA locations and community/event sites throughout the service area is required.

- Schedule may vary seasonally and during periods of increased programming or special events.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

- Must be able to routinely perform the following physical activities; climb stairs, bend, stoop, kneel, twist, reach with hands, sit, stand and/or sit for extended periods of time, walk, lift and/or move up to 30 pounds, have finger dexterity, grasp, perform repetitive motions, talk, hear and have visual acuity to perform detailed tasks

- Must possess a high-level ability to ensure and maintain confidentiality when working with sensitive information.

- Must have ability to communicate effectively; both orally and in writing

- Must possess problem solving, organizational and task management skills; ability to make independent and sound decisions in a rapidly changing environment

- Must be detail oriented and exhibit a high degree of accuracy and alertness

- Must exhibit initiative in the absence of supervision

- Must be able to relate to and work with diverse groups of people in a friendly and consistent manner

- Must work collaboratively as a team member as well as independently and lead by assigned goals, duties and deadlines

- Must possess ability to exercise high levels of discretion and confidentiality

- Maintain a neat and professional appearance at all times

Qualifications

- Bachelor's degree in business administration, nonprofit management, recreation, hospitality, event management, communications, or a related field preferred; equivalent combination of education and progressively responsible leadership experience will be considered.

- Minimum of 3–5 years of progressively responsible leadership experience, strongly preferred within a YMCA, nonprofit, membership-based, hospitality, recreation, or community-focused organization.

- Demonstrated experience leading staff, programs, operations, events, or multiple areas of organizational responsibility.

- Demonstrated ability to develop relationships and partnerships with businesses, community organizations, members, volunteers, and other stakeholders.

- Experience managing budgets, monitoring financial performance, and identifying opportunities for revenue growth and responsible stewardship.

- Proven ability to recruit, supervise, coach, develop, and hold staff accountable while creating a positive and engaging team culture.

- Strong project management and organizational skills with demonstrated ability to manage multiple priorities, deadlines, events, and initiatives simultaneously.

- Strong interpersonal, written, and verbal communication skills with the ability to effectively engage diverse audiences and represent the YMCA professionally in the community.

- Demonstrated creativity and initiative in developing experiences that increase participation, engagement, member satisfaction, and community connection.

- Ability to analyze participation, financial, membership, and other performance data and use information to inform decisions and improve outcomes.

- Strong judgment and problem-solving skills with the ability to make independent decisions in a dynamic operating environment.

- Proficiency with Microsoft Office and the ability to learn and effectively utilize YMCA membership, registration, scheduling, and other technology platforms.

- Must demonstrate a commitment to the YMCA's mission, cause, and values and the ability to translate those principles into meaningful experiences for members, families, staff, and the community