Member Services Director

In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day.
Job Description

Ensures successful operation of the Member Services Department including staff supervision and development, superior customer service, community relationships, collaborations, budgeting, and financial success. Assesses current processes and procedures, implementing change and improving efficiency and member and employee experience as needed, while facilitating the achievement of association membership goals.

  • Bachelor's degree in related field preferred or equivalent combination of education and experience.
  • YMCA Team Leader certification preferred.  Achieve Team Leader certification within 3 years of accepting role.
  • Previous supervisory experience in customer service preferred.
  • Excellent personal computer skills and experience with standard business software.
  • Ability to relate effectively to diverse groups of people from all social and economic segments
    of the community.
Essential Functions
  1. Ensures programs and services meet community needs.
  2. Promotes program and membership enrollment in interactions with existing and potential members. Coordinates program registration, including logistics to support phone, walk-in, and web registration. Coordinates marketing efforts to maximize enrollments in membership and programs and provides ongoing support to Program Directors on related issues.
  3. Ensures a level of service and engagement that fosters loyalty among those we serve.
  4. Assists in organizing membership events at the YMCA and represents the YMCA at community events to promote the YMCA.
  5. Ensures proper implementation of front desk procedures. Reviews and updates desk procedures and communicates changes to staff in a clear, concise way. Coordinates with the business office as necessary on financial transactions.
  6. Participates in the planning of the annual budget; assists in managing and implementing the approved budget for membership and takes appropriate action to correct variances.
  7. Leads membership staff and volunteers effectively; assists in recruiting and hiring diverse staff and volunteer teams; onboards and develops them for success; creates and coordinates Front Desk and Child Watch staff schedules.
  8. Completes first-of-the-month tasks that include, but are not limited to, pre-pay invoices, corporate invoices, pulling and submitting monthly reports for insurance-based memberships, and Raptor scanning database.
  9. Other duties as assigned or needed.
Cause-Driven Leadership Competencies

Engaging Community: Builds bridges with others in the community to ensure the Y’s work is community-focused and welcoming of all, providing community benefit

Communication & Influence: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y’s cause

Critical Thinking & Decision Making: Makes informed decisions based on logic, data, and sound judgment

Developing Self & Others: Develops self and supports others (e.g., staff, volunteers, members, program participants), both formally and informally, to achieve their highest potential.

Required Certifications
  • Certifications required within 30 days of hire: American Red Cross CPR/AED and First Aid; the following trainings provided by the Y:  Medicare Fraud, Waste, and Abuse; Appropriate Touch; Child Sexual Abuse Prevention; Hazard Communication for Employees; Managing Your Risk of Exposure to Bloodbourne Pathogens; Preventing Member and Guest Slips, Trips, and Falls; Risk Management 101; Safe Lifting; and Social Media & Digital Communications.