Director of Membership

About the Role

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 Director of Membership Growth is responsible for developing membership and other program revenue to enable the center to advance its mission and strategic/operating plan.

Responsibilities

• Develop, implement, and manage operating plans to promote program and membership growth and retention for the YMCA; measure progress against strategic goals and ensure continuous improvement.
• Develop, implement, and manage strategic partnerships.
• Ensure compliance with state and local regulations; document adherence to membership and program standards and safety procedures.
• Develop and control department budgets to align resources with top priorities and strategic objectives.
• Use data to analyze financial trends and forecast future financial progress for the organization.
• Recruit, hire, train, and supervise staff and volunteers; organize activities for efficiency and effectiveness.
• Ensure high-quality, member-focused programs through innovative development and community engagement.
• Determine, track, evaluate, and communicate department performance metrics (business and impact).
• Promote department growth through program enhancements, participation growth, new programs, and partnerships.
• Reward and recognize new and relevant ideas and approaches, even if not successful.
• Lead organizational initiatives and stretch goal assignments.
• Provide organizational oversight and manage daily accounting procedures, including cash handling, electronic transactions, reconciliations, deposits, and financial documentation.
• Support and participate in the annual YMCA Strong Families Campaign.
• Develop, implement, monitor, and modify the strategic sales/revenue plan for all membership categories, including corporate membership, to meet or exceed goals.
• Train the team on current customer service guidelines.
• Oversee and implement processes for prospecting and tracking new members (phone, walk-in, web inquiries).
• Oversee and implement new member follow-up calls.
• Coordinate and conduct tours for potential new members using customer service guidelines, open-ended questions, and needs-based solutions.
• Oversee Member Services desk staff to drive service initiatives and cross-selling opportunities.
• Serve as the direct contact for member recovery and cancellations.
• Hire, develop, coach, and supervise a high-functioning service and sales team.
• Provide cross-departmental internal training on member experience and engagement, including YUSA service training.
• Monitor sales and member service teams for effective customer service, telephone skills, and tour guidelines.
• Serve as the point person for Daxko, follow accounts receivable processes, and implement financial assistance processes fairly and equitably.
• Run membership and program KPI reports and provide monthly status reports to the leadership team.
• Attend and participate in leadership team meetings.

Qualifications

• Bachelor’s degree in business, management, or equivalent (preferred).
• Two to four years of management and/or sales experience, preferably in a YMCA or other nonprofit agency.
• Ability to fulfill and manage state licensing and regulatory requirements.
• Experience directing programs through supervision of volunteers and staff, budget development and monitoring, marketing, public relations, program development, and fundraising.
• Knowledge of and experience with diverse populations (preferred).
• Proven track record of developing authentic and deepened relationships with others.
• Ability to establish and maintain collaborations with community organizations.

Required Certifications

Training will be provided for required certifications.

Cause-Driven Leadership Competencies

• Operational Effectiveness
• Fiscal Management
• Program/Project Management
• Developing Self and Others
• Inclusion
• Communication and Influence
• Innovation
• Change Leadership
• Engaging Community