Membership Experience Director

Our Culture

Our mission and core values are brought to life through our culture. At the YMCA of South Hampton Roads, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: open to all and create spaces where people can belong and become. We are genuine: we value people and embrace individuality. We are hopeful: we believe in the potential of people to grow, lead and become catalysts for change. We are nurturing: we support individuals throughout their journey to reach their full potential. We are determined: above all else, we are on a relentless quest to make our community stronger, beginning with our people. Our culture is not a People & Culture initiative; it is how we lead, serve, develop talent, make decisions and deliver on the YMCA's mission.

Position Summary

The Membership Experience Director provides key leadership to the Center Membership and Family Experience teams by assisting the DVP/Executive Director in supervising the Membership Experience Leaders and will be directly responsible for administration and program management of Family Programs, Stay ‘N Play, Interactive Zone and Birthday Party rentals. The role provides operational leadership in the development of new programs, maintains high standards of quality, ensures excellent service to members, guests, and program participants, and is responsible for membership sales, renewals, and prospect follow‑up as directed.

Essential Functions

• Supports the association’s goals and objectives.
• Provides fiscal management in all areas of responsibility.
• Plans, develops, and implements programming for Stay ‘N Play, Interactive Zone, Youth and Family Programs, and related offerings.
• Implements sales and membership strategies from the Regional Membership Director to recruit new members and retain/engage existing members, meeting targets for sales goals, prospect closing ratios, 13‑month retention, membership revenue, and secret‑shopping scores.
• Communicates the YMCA mission and objectives to the community.
• Participates in assigned aspects of the Annual Giving Campaign.

Additional Responsibilities

• Supports the Executive Director by managing and providing leadership to Membership, Youth Programs, Family Programs, Stay ‘N Play, Interactive Zone, and Birthday Party rentals areas.
• Provides direct service in Membership, Youth Programs, Family Programs, Stay ‘N Play, and Interactive Zone.
• Supervises the Membership Experience Leader, Family Programs, Stay ‘N Play, Interactive Zone, and Birthday Party rentals teams to ensure exemplary customer service.
• Schedules personnel as needed to maintain excellent sales and service standards, working a flexible schedule and covering staff shortages.
• Solves challenging situations creatively and suggests innovative ways to meet sales goals.
• Promotes program and membership enrollment during interactions with existing and potential members, coordinating with marketing efforts.
• Coordinates program registration logistics for phone, walk‑in, and web registrations.
• Ensures proper implementation of member service procedures, reviews and updates membership procedures, and communicates changes to staff.
• Coordinates with the Resource Operations Center (ROC) on financial transactions.
• Organizes membership events at the YMCA and represents the YMCA at community events to promote the organization.
• Provides strong fiscal management for youth and family programs, including structuring and implementation.
• Manages payroll and staff schedules for the program areas, with assistance from the Executive Director.
• Monitors achievement of program objectives and takes corrective action to ensure high‑quality programs and services.
• Purchases, inventories, and oversees delivery of all program‑related supplies.
• Promotes program enrollment through distribution of marketing materials and ensures adherence to YMCA quality guidelines.
• Participates in association design teams, staff training, evaluations, recruitment, and supervision of staff and volunteers.
• Ensures overall safety, cleanliness, and functionality of related facilities and equipment.
• Maintains confidentiality, professionalism, and serves as a role model for healthy living and dress code standards.
• Participates in the Annual Support Campaign, providing active leadership in staff giving and community gifts.
• All other duties as assigned by the Executive Director.

Qualifications

• Minimum two years experience as a coordinator or supervisor of membership and/or child‑care programs.
• Strong management and development skills to facilitate positive relationships with participants, members, staff, and volunteers.
• Minimum age of 21 years.
• Degree preferred in Business, Early Childhood Education, or related field, or working toward such a degree.

Working Conditions & Physical Requirements

• Works in a YMCA facility, program, and community‑based environment with frequent interaction with team members, leaders, members, participants, families, and other stakeholders.
• Requires frequent walking, standing, running, bending, kneeling, stooping, climbing, and other physical activity associated with program and operational responsibilities.
• Must be able to lift, pull, carry, and move up to 50 lb.
• Must remain standing or seated for extended periods and complete required job‑related certifications.
• May need to perform duties of direct reports as needed to support program and organizational operations.
• Flexible hours, including evenings or weekends, may be required based on program and organizational needs.
• The YMCA provides reasonable accommodations to qualified individuals with disabilities.

Compensation & Benefits

• Salary range: $45,000 – $47,000.
• Employer‑funded retirement contribution equal to 12 % of eligible compensation.
• Health and welfare benefits.
• Paid time off.
• Additional YMCA benefits.