Senior Director of Membership Services

The Merrimack Valley YMCA is seeking a cause-driven leader to serve as the Senior Director of Membership. 
Job Description

The Senior Director of Membership will focus on strengthening community through youth development, healthy living and social responsibility. Under the direction of the VP of Operations, they will drive new membership sales as well as efforts to maximize membership retention and ensure member satisfaction. The Senior Director of Membership will develop, implement, and evaluate programs, initiatives, and policies designed to increase and retain membership for the Andover/North Andover Branch. The Senior Director of Member Experience will provide strategic leadership and supervision of the Welcome Center team. They will be an organized strategic thinker with management skills, initiative, adaptability, and the ability to work with others in a supportive and collaborative role. Ability to work a flexible schedule, including evenings and one weekend day as required to fulfill the obligations of the role, including attending programs and other community events.

  • Bachelor's degree in human services, business, social services or equivalent with five or more years of management experience, preferably in a YMCA or other nonprofit agency.
  • A minimum of six years leading sales acquisition and retention strategies for a membership-based organization with a proven track record of driving quality results in a dynamic and multi-faceted organization.
  • Knowledge and experience in all aspects of operations, including staff supervision and development, membership growth practices, program development and implementation, volunteerism, and financial practices
  • Innate ability to develop and motivate staff by setting example, coaching, and mentoring them.
  • Strategic thinking, and planning experience and exceptional time management abilities, capable of managing various tasks concurrently and meeting challenging timelines.
  • Proven success in managing budgets and fiscal resources of $2.5M or greater.
  • Ability to relate effectively to diverse groups of people from all social and economic segments of the community. Record of accomplishment of building authentic, constructive relationships with others.
  • Outstanding and effective communications skills (both oral and written).
  • Must be highly motivated and possess a positive attitude toward the YMCA, character development and our mission.
  • Ability to establish and maintain collaborations with community organizations.
  • Bilingual English and Spanish a plus.
  • Preferred Qualifications: YMCA Multi-Team Leader certification.
Essential Functions
  • Develop and implement innovative membership growth, engagement, and retention strategies through a thorough understanding of the value of YMCA membership, which supports the Association’s mission, goals, and strategic plan.
  • Build upon ongoing efforts, and lead by example, to create a member-focused approach to all branch operations, delivering a best-in-class experience for members and visitors to our Y.
  • Lead the organization’s overall goal to deliver a strong, connected, and welcoming environment for staff, members, program participants and staff that is anchored in the Y Core Values of Caring, Honesty, Respect and Responsibility.
  • Lead and supervise the Welcome Center department by creating an environment of trust and respect that empowers others. Set and execute the operational performance goals of this team.
  • Build a dynamic team, which will include professional development plans for direct reports, coaching, recognition, and evaluation, resulting in a high-performing and cohesive team.
  • Foster a climate of innovation and support branch staff in the planning, developing, and implementing member initiatives and activities.
  • Conduct competitive analysis on a continual basis to ensure positioning and pricing strategies are accurate from year to year.
  • Develop and oversee a robust system of data collection and data analysis that will be used to drive performance in all areas under management areas.
  • Maintain a working knowledge and understanding of membership reporting, tracking and data, and integration with nationwide membership, Affordable for All (financial assistance recipients), and annual reporting.
  • Oversee budgets and monitor monthly financial reports to ensure revenue targets are met, and expenses are controlled.
  • Work closely with the Marketing and Communications to promote membership and programmatic opportunities.
  • Troubleshoot/professionally resolve member issues. Establish relationships with potential/existing members/program participants.
  • Provide reports to committees, Advisory Board, CEO, and other key YMCA leadership as needed.
  • Provides leadership and support to the annual fundraising campaign and volunteer committees.
  • Other related duties as assigned.