Member Services Director

YMCA
Salary
$60,000.00
How to Apply
Apply Online
Resumes Accepted Until
Resume Contact
[email protected]
Come join a dynamic and mission-driven team in a thriving community at the Ashland Family YMCA. 
Job Description

POSITION SUMMARY
The Member Services Director oversees the day-to-day operations of the Member Services team, ensuring a high level of customer service, smooth front desk operations, and positive member experiences. This role supervises, trains, and supports Member Services staff while actively contributing to marketing, community outreach, and lobby events. The Director works alongside the team to build strong member relationships, promote YMCA programs, and uphold YMCA values in all member interactions.

Benefits:

  • Medical, Dental, and Vision benefits at no cost to the employee
    • Option to add spouse and children at employee cost
  • YMCA paid life insurance
  • Additional supplemental insurance options at employee cost
  • Opportunity to participate in the YMCA 403(b) retirement savings plan. After 2 years of Full-Time employment, the Y will contribute 8% of your monthly earnings to a 401(a) retirement account (employee must contribute 2%)
  • PTO accrual begins on the first day and can be used as it's accrued. 
  • New full-time employees (0-2 years) accrue 80 hours of PTO 
  • YMCA paid Family Unit Membership
Qualifications
  • Bachelor’s degree in Business Administration or related field preferred, or equivalent experience. Minimum 2-3 years in a supervisory role. YMCA experience preferred.
  • Strong background in customer service, office operations, and multi-tasking in a fast-paced environment.
  • Experience in marketing, outreach, and promotion through print, digital, and social media.
  • Strong communication, networking, and collaboration skills. Ability to work independently and as part of a team.
  • Demonstrated ability to handle diverse situations with professionalism and sound judgment.
  • Certifications: CPR/AED required (or obtained within 30 days of hire).
  • Must pass security clearance and a full background check
Essential Functions
  • Supervise and support Member Services staff: Oversee hiring, onboarding, training, scheduling, and coaching of front desk and member services staff, working alongside the team to ensure smooth daily operations.
  • Deliver excellent customer service: Handle member inquiries, resolve issues, and model positive, professional interactions at all points of contact.
  • Oversee front desk operations: Ensure accurate account management, membership processing (including insurance memberships), timecard approvals, and efficient use of systems like Daxko Engage.
  • Coordinate marketing and outreach: Plan and execute lobby events, social media updates, and marketing materials to promote YMCA programs and community presence.
  • Manage administrative responsibilities: Handle office supply purchasing, inventory tracking, merchandising, and reporting while staying within budget guidelines.
  • Promote member engagement and retention: Implement communication plans, follow up on member feedback, and develop strategies to support retention and satisfaction.
  • Serve as Manager on Duty: Regularly act as MoD during assigned shifts, including nights and weekends, ensuring safety and smooth operations throughout the facility.
  • Collaborate with leadership team: Maintain open communication with the Senior Director and contribute to broader YMCA initiatives, campaigns, and special projects.
  • Other duties as assigned.
Cause-Driven Leadership Competencies
  • Critical Thinking & Decsion Making
  • Engaging Community
  • Inclusion
  • Communication & Influence
  • Developing Self & Others
  • Emotional Maturity