ASSOCIATE DIRECTOR, MEMBER SERVICES

About the role

The Associate Director, Member Services is responsible for supporting all aspects of a high-quality YMCA member experience and the day-to-day operations of the Member Services department. This includes overseeing Welcome Center operations, developing staff, setting clear expectations, and fostering a culture of excellence in customer service and continuous improvement.

Responsibilities

• Welcome Center Operations
• Oversees the operations of the Welcome Center, ensuring alignment with the YMCA’s mission, values, and service standards.
• Maintains a welcoming, member-centered environment by ensuring the cleanliness, organization, and brand compliance of the Welcome Center, Member Services office, and lobby.
• Manages the registration process for members and non-members, ensuring accuracy, efficiency, and a seamless experience.
• Fosters strong relationships among YMCA staff, members, volunteers, and the broader community, enhancing engagement and a sense of belonging.
• Develops and implements staff motivation strategies to drive performance, enhance customer service and achieve organizational goals.
• Develops and implements a comprehensive job training program for all Member Service Representatives, covering customer service, YMCA database systems, policies, and operations, while consistently updating information to enhance knowledge across all programs and offerings at both centers and off-site locations.
• Serves as a knowledgeable resource on all YMCA programs, policies, and membership offerings to effectively assist and engage members.
• Welcome Center Staff Leadership and Professional Development
• Supervises, mentors, and provides ongoing coaching to the Member Services Managers and Specialists to ensure best-in-class member experience.
• Recruits, hires, onboards, schedules, trains, and develops the Welcome Center and Kids Central staff and volunteers, fostering a high-performing and member-focused team.
• Conducts regular performance reviews and provides feedback to staff, implementing improvement plans as needed to enhance service and operational standards.
• Completes payroll for designated reports and resolves or reports any issues to Member Services Director and Human Resources as needed.
• Manages staffing schedules for both Welcome Center locations in collaboration with the Member Services Director, ensuring adequate coverage during all operating hours.
• Manages a tracking system for required certifications and proactively schedules training where and when needed.
• Leads and facilitates staff meetings and other team-related discussions to ensure clear communication, alignment, and continuous improvement.
• Member Acquisition & Engagement
• Implements targeted strategies for new member acquisition, including proactive prospecting, lead generation, and community engagement efforts.
• Engages and follows up with prospective members using a relationship-based approach, ensuring alignment with the YMCA’s mission and strategic membership growth goals.
• Serves as lead trainer for the family center for facility tours using the YUSA Cause-Driven Tours model to effectively communicate the value of YMCA membership and programs.
• Analyzes and reports key membership metrics, including prospect engagement, new joins and terminations on a weekly, monthly, and quarterly basis to assess trends and inform strategies.
• Collaborates with Member Services Director and Health and Wellness Director to enhance new member onboarding experiences, promote fitness engagement and connect members to programs that support retention and long-term involvement.
• Stays informed of market trends, competitors’ offers, providing insights to the Management Team to enhance strategies and remain competitive in the community.
• Additional Member Services Responsibilities
• Serves as a knowledgeable resource on all YMCA programs, policies, and membership offerings to effectively assist and engage members.
• Provides outstanding customer service by building positive relationships with members and ensuring a welcoming environment.
• Supports department operations in the absence of the Member Services Director, including promotions, reporting, financial assistance, and member concerns, while modeling professionalism and problem-solving skills.
• Encourages member engagement by promoting participation in facility orientations, programs, and volunteer opportunities.
• Advocate for the YMCA’s mission by articulating its values, benefits, and the impact of philanthropy, including encouraging contributions to the annual campaign.
• Philanthropy
• Works with the Development Team, HR and key philanthropy volunteers to increase your understanding and skill set.
• Identifies and recruits member volunteers and solicits donations.
• Secures campaign gifts from volunteers and assists them in achieving the department goal and the overall goal.
• Recruits volunteer campaigners for the annual campaign.

Qualifications

• Bachelor's degree in related field preferred.
• 3+ years supervisory experience in customer service.
• Experience managing department budgets, staffing schedules and staff payroll accounting.
• Proficient in Microsoft Office and use of computers, database management experience preferred.
• YMCA Team Leader Certification encouraged.