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Help Us Launch Something Big—Our All New Gary YMCA and a New Standard for Member Care. Apply today for Member Relations Director!
Job Description
This is a high-impact leadership role responsible for leading the membership experience at the YMCA. You'll oversee membership operations, guide a customer-focused team, and develop strategies that attract new members, deepen engagement, and inspire lifelong connections to the Y. This role is fast-paced, people-centered, and highly visible. Every day, you'll interact with members, coach staff, solve challenges, analyze performance, and collaborate with other departments to ensure every person who walks through our doors feels welcomed, valued, and connected.
Qualifications
- Associate’s degree in related field or equivalent is preferred.
- Minimum 3 years of job-related experience required in leading a team.
- Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
- Excellent interpersonal, communication, and problem-solving skills.
- Able to work independently and with minimal supervision. Organized and detail oriented.
- Results driven with proactive planning skills.
- Adept computer skills in Office 365.
- Must be able to work flexible hours including evenings, weekends, and holidays.
- Complete ongoing yearly compliance training.
- Ability to respond to safety and emergency situations.
Essential Functions
- Consistently deliver an exceptional member experience by anticipating needs, personalizing interactions, and proactively finding ways to exceed expectations.
- Foster a welcoming and inclusive environment by engaging with members in a friendly, solution-oriented manner, ensuring every interaction leaves a lasting positive impression.
- Implement member service and engagement strategies that support the recruitment of new members and the retention of existing members in a welcoming environment.
- Responds to all member and community inquiries and/or complaints in a timely manner while planning solutions and procedures for improved results.
- Manage multiple software systems for court reservations and CRM systems.
- Ensure all cause driven tours conducted are working to meet departments tour-to-join closing rate and exceeding the expectations of prospecting members.
- Build relationships with members; helps members connect with one another and the YMCA.
- Lead Membership team in providing exemplary member service through building relationships, assisting in reaching personal goals, and instilling a sense of belonging.
- Adheres to the organization’s policies and procedures.
- Assists in onboarding, training, and development of team members while recognizing and celebrating individual and team accomplishments.
- Responsible for department timekeeping and scheduling.
- Managing monthly budget standards and proactively strategizes to meet budget goals.
- Engages with the community and team members to support the Annual Campaign efforts.
- Demonstrates flexibility by performing a variety of tasks and additional responsibilities as needed to support evolving program and member needs.