Director of Membership

Deadline to Apply:  August 20, 2025

POSITION SUMMARY:

The Director of Membership has overall operational responsibility of the Association Membership Desks and all programs run by the staff. Directs all aspects of membership for the center including recruitment of new members, retention of existing members and supervision of assigned staff. Develops, plans and implements new procedures and methods within Association guidelines to achieve strategic goals.  Collaborates with the Vice President of Healthy Living and Assistant Directors in development of member centered programs and provides a leadership role as assigned to the annual fundraising campaign.  Creates a member-focused culture and models relationship-building skills in all interactions. Fosters a climate of conflict resolution, problem solving and innovation to ensure member satisfaction and to maintain a growth mindset.

OUR CULTURE:

Our mission and core values are brought to life by our culture.  In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day.  We are welcoming:  We are a place where you can belong and become.  We are genuine:  We value you and embrace your individuality.  We are nurturing:  We support you in your journey to develop your full potential.

BENEFITS:

We offer an extensive benefits package for our full-time employees which includes:

• Free Household Membership 
• Medical Dental & Vision
• Life insurance
• Short and Long Term Disability
• Retirement benefits will vest at 12% after 2 years of employment
• Discount on childcare and other Y programs
• Paid Time Off 
• Bereavement leave

ESSENTIAL FUNCTIONS:

• Works with Associate Directors to insure successful recruitment, hiring, training and development of personnel and volunteers as needed.
• Directly supervises Associate Directors of Membership.
• Mentors and supports all direct reports in their service responsibilities.
• Assures personal growth of staff through consultations, trainings, conferences, department meetings and performance reviews. Establishes individual and team goals; Develops strategies to motivate staff and achieve goals.
• Implement and maintain membership recruitment programs to increase overall membership base with a focus on Corporate memberships.
• Develop a formal member retention plan in coordination with the VP of Healthy Living.
• Expands membership offerings and establishes new member activities within the community in accordance with strategic and operating plans.  Evaluates member satisfaction on an ongoing basis.
• Evaluates members satisfaction on an ongoing basis.
• Sets standards for quality customer service.  Works with Association Membership Directors to ensure customer satisfaction by providing resources to the department that allows them to provide members and participants with the highest level of customer service.
• Thinks, communicates and behaves as a cause-driven leader and role model for other staff and members when it comes to desired staff behaviors; promotes youth development, healthy living, and social responsibility in all job-related functions.

• Works with VP of Healthy Living to create processes within Membership Department, ensuring quality membership initiatives and accurate data processing.
• Cultivates and maintains positive relationships with members through quality service interactions, regardless of method of contact. 
• Implement a quarterly member engagement plan in collaboration with VP of Healthy Living.
• Responds to all member and agency inquiries/complaints in a timely manner.
• Oversees and maintains all programs, services and customer relation efforts associated with all front desk sites, regardless of facility. 
• Develops and sets standards and expectations for tours, sales goals, appreciation events and other member focused programs.
• Ensures that policies and procedures are followed.

• Assists with financial development activities at the branches including Annual Campaign and United Way.

• Prepares and successfully administers budgets related to all Membership centers.
• Work with YESS to ensure scholarship assistance is being administered properly.  Oversee all organizational membership programs including but not limited to acceptance and review of applications and award; also, maintains records for applications and awards.

• Understands emergency procedures and provide leadership in emergency situations.

• Collaborates with marketing department and distributes program information.  Coordinates support for all program registrations.
• Compiles member statistics.  Monitors membership and evaluates the effectiveness of initiatives.  Provides data and information to Program Directors based on data gathered.
• Conduct annual review of membership categories and pricing to determine market competitiveness.
• Implement evidence based health community programs, to include health care membership.
• Oversees and supports various YMCA special events and fundraisers.
• Performs quality work within given deadlines and expectations with or without direct supervision.
• Works independently while understanding the necessity for communicating and coordinating work efforts with other appropriate individuals.

• Comprehends and follows organizational Risk Management policies.

• Actively participates in internal and external designated meetings, training session and special events, in a professional manner.
• Oversees all Organizational Memberships for the association, including connecting with other non-profits to expand our reach.
• Serve as Cause Driven Leader on Duty (CDLOD) as scheduled.

Other Duties:  As assigned

QUALIFICATIONS/REQUIREMENTS:

• Bachelor’s degree in human services, social services, recreation, business or equivalent preferred.
• Two or more years of staff and program management experience, preferably in a YMCA or other not-for-profit agency.  A master’s degree may be substituted for the experience.
• Passionate belief in the Y’s cause of nurturing the potential of all youth, supporting healthy living for all people and finding ways to help and support our community.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Knowledge of customer service, call center management, community outreach, and budget and fiscal management
• Strong communication, networking and collaboration skills
• Excellent team builder and team player, ability to work in a self-directed fashion.
• Strong interpersonal, analytical and organizational skills, capable of working effectively with board members, staff members, and volunteers.

KNOWLEDGE AND SKILLS:
He/she must have the ability to demonstrate understanding of program development and management; effective and efficient time management; demonstrate capacity for managing and leading people; excellent oral and written communication skills, interpersonal and coaching skills, and organizational skills; ability to exemplify a “Y-Voice” that demonstrates determination, genuine concern, welcoming attitude, hopefulness and a nurturing spirit.Understand ethical behavior and business practices, and ensure that their own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization; maintain a work ethic that holds a high standard to organizational accountability.