Director of Hospitality & Membership

About the Role

Lead membership growth and retention efforts across the Crossroads YMCA. Combine strategy with day-to-day operational involvement, collaborating with branch teams to deliver a consistent, high-quality member experience.

Qualifications

• 5 years of experience in hospitality, sales, marketing, or business development within a service-focused organization
• Strong leadership and team development skills
• Comfort using data and CRM systems to drive decisions
• Ability to connect with diverse communities and stakeholders
• Excellent communication, problem-solving, and organizational skills

Essential Functions

• Drive Membership Growth & Strategy
• Build partnerships with corporate and community organizations to expand membership opportunities
• Analyze performance data and adjust strategies to meet growth and retention goals
• Enhance the Member Experience
• Lead initiatives that improve engagement, satisfaction, and retention
• Design and implement systems for tracking prospects, gaining new members, and follow-up processes
• Identify trends, challenges, and opportunities using data, surveys, and feedback
• Lead and Develop Teams
• Train, coach, and support membership staff in sales techniques, hospitality, and relationship building
• Partner with branch leadership on hiring, onboarding, and staff development
• Foster a culture of accountability, high performance, and service excellence
• Collaborate Across the Organization
• Work with program and branch leaders to align membership strategies with program offerings
• Contribute to annual fundraising campaigns by engaging staff, volunteers, and members
• Build relationships with community partners and stakeholders to support the YMCA mission

What Success Looks Like

• Membership growth and retention goals are consistently met or exceeded
• Staff deliver a welcoming, high-quality experience across all locations
• Data systems provide clear, accurate insights to guide decisions
• Strong partnerships and community connections support long-term sustainability

What You’ll Enjoy

• Opportunity to shape the membership experience
• Meaningful work aligned with a mission-driven organization
• Leadership influence and the ability to develop teams and future leaders
• Variety in work—from strategic planning to hands-on collaboration

What Can Be Challenging

• Managing multiple priorities and projects
• Balancing strategic planning with day-to-day operational demands
• Driving consistent service standards
• Working with data systems and reporting requirements that require strong attention to detail
• Navigating a fast-paced, goal-driven environment with measurable performance expectations

Work Environment

This role operates primarily in a professional office setting with extended computer use, along with regular interaction across YMCA branches. Some physical activity (standing, walking, light lifting) and travel between locations may be required. A professional appearance and strong communication skills are essential.

Mission & Culture

You will be part of a mission-driven organization committed to strengthening communities through programs that support healthy spirit, mind, and body for all. Success in this role requires collaboration, operational excellence, and a commitment to continuous learning and growth.