Membership Director

Membership Growth & Retention
Develop and implement strategies to attract, engage, and retain members to meet and exceed annual goals.

Create and manage a comprehensive Membership Experience Plan focused on relationship-building and member satisfaction.

Monitor and analyze membership trends, retention rates, and sales performance to identify opportunities for growth.

Lead implementation of new member orientation and follow-up processes to ensure smooth onboarding and early engagement.

Promote program and membership enrollment through cross-departmental collaboration and effective communication.

Represent the YMCA at community events and with local businesses to build relationships and expand reach.

Customer Service Excellence
Foster a culture of hospitality and accountability within the membership team.

Resolve complex member concerns promptly, using feedback to improve systems and service delivery.

Provide coaching and ongoing training to ensure all staff demonstrate the YMCA’s core values in every interaction.

Conduct annual or semi-annual member satisfaction surveys and report findings to leadership.

Coordinate membership appreciation and recognition events.

Staff Leadership & Development
Recruit, hire, train, and supervise all membership staff including coordinators, leads, and front desk staff.

Conduct regular team meetings to ensure alignment, communication, and performance accountability.

Provide ongoing feedback, coaching, and professional development to build a high-performing, member-centered team.

Model and reinforce the YMCA’s cause-driven leadership competencies and values.

Operations & Financial Management

Assist in the development of the membership budget and monitor performance and implement corrective actions as needed.

Ensure efficient and accurate execution of front desk and registration procedures, including point-of-sale transactions, data entry, and reporting.

Maintain a working knowledge of membership systems, software, and processes to support staff and troubleshoot issues.

Coordinate with the business office and program departments on billing, refunds, and reporting.

Prepare regular membership performance reports for the COO, CEO, and Board of Directors.

Community Engagement & Fund Development
Support the YMCA’s Annual Campaign and fundraising efforts by cultivating relationships with donors and community partners.

Oversee membership engagement activities such as golf simulator, rock wall, room reservations and rentals.

Monitor and oversee the 24/7 hour access cameras

Serve as staff liaison to the Program and Membership and any other committees as assigned.

Lead or assist in membership-related special events and community outreach efforts.

Partners with COO to design membership growth/retention and program campaigns, ensuring consistent on-the-ground implementation across staff, digital channels, and member touchpoints.

Safety, Risk Management & Compliance

Ensure all staff are trained and compliant with YMCA policies and best practices, including child abuse prevention and emergency procedures.

Maintain safety standards and protocols at all member service points.

Respond promptly to any risk-related incidents, following proper documentation and reporting procedures.

Train and oversee the Manager on Duty rotation and ensure all MOD’s are trained and execute their duties effectively. 
Promote a culture of safety, inclusion, and respect throughout all membership areas.

Professional Development

Attend Leadership Team meetings and contribute to project planning, strategic conversations, and operational improvement.

Maintain organized staff records, certifications, and compliance documents.

Perform other related duties as assigned by the COO.

Support and live out the mission, vision, and values of the Jackson YMCA