Sr. Member Services Director

The YMCA of the Capital Area is currently seeking an experienced Cause Driven Leader to join our team as Sr. Member Services Director.
Job Description

Under the supervision of the District Executive Director and consistent with the YMCA’s Mission, this position will be responsible for the day-to-day operations of all areas of the Charles W. Lamar YMCA (Downtown Y).  This position will also work with the District Executive Director to develop strategies to increase member retention and engagement. This position will supervise all aspects of the Downtown Y, and will be an integral part of the YMCA of the Capital Area’s membership and wellness teams.

  • Bachelor's degree required.
  • Five to six years related experience preferred.
  • Ability to teach varied exercise modalities and/or group exercise certification preferred.
  • Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
  • Computer skills to include Microsoft Office.
  • Ability to develop short & long-term plans with a high degree of quality, effectiveness and professionalism.
Essential Functions
  • Implement membership strategies that support recruitment of new members and retention of existing members.  Working with the District Executive Director to create a member-focused culture and model relationship-building skills in all interactions. Foster a climate of innovation and resolve problems to ensure member satisfaction.
  • Recruit, hire, train, develop, schedule, and direct personnel and volunteers as needed.  Review and evaluate staff performance. Develop strategies to motivate staff and achieve goals.
  • Direct supervision and development of all programming at the Downtown Y.  This includes direct delivery of wellness and membership programming as needed.
  • Ensure the quality and consistency of all programs. 
  • Lead all personal training programs (private/semi-private).  This includes developing, implementing, and managing an operating plan under the direction of the Executive Director of Healthy Lifestyles.
  • Promote program and membership enrollment in interactions with existing and potential members. Work with association membership and wellness teams to coordinate program registration, including logistics to support phone, walk-in and web registration. Coordinate with marketing efforts to maximize enrollment to grow program and membership revenue.
  • Assist in the marketing and distribution of information, organize and schedule program registration. Review and process financial assistance applications.
  • Develop and maintain collaborative relationships with members and participants.  Model relationship-building skills in all interactions. Respond to all member and community inquiries, including, complaints in a timely manner.
  • Participate in the planning of the annual budget; manage and implement the approved budget and take appropriate action to correct variances.
  • In association with the District Executive Director and Executive Director of Healthy Lifestyles, ensure proper implementation of wellness procedures. Review and update these procedures and communicate changes to staff. 
  • Establish new activities and expand program within the community in accordance with strategic and operating plans.
  • Organize membership and wellness events at the YMCA and represent the YMCA at community events.
  • Lead assigned aspects of fund-raising campaigns.
  • Participate in staff meetings and/or related meetings.
  • Routinely clean and sanitize facilities, equipment, and supplies.
  • Perform other duties as assigned by supervisor.
Cause-Driven Leadership Competencies

Mission Advancement: Models and teaches the Ys values. Ensures a high level of service with a commitment to changing lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund-raising.

Collaboration: Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance and support.

Operational Effectiveness: Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.

Personal Growth: Shares new insights. Facilitates change; models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

Required Certifications
  • Group exercise certification preferred.
  • Current YMCA Fitness Trainings or Nationally Accredited Personal Training Certification preferred.
  • Within 30 days of hire: Child Abuse Prevention training; CPR; First Aid; AED; Oxygen Administration.
  • YMCA Team Leadership Certification to be obtained within three years of hire.