Association Director of Membership Experience

YMCA
Salary
$45,000.00
$65,000.00
Resume Contact
[email protected]
Lead with purpose—build stronger communities through exceptional member experiences and growth.
Job Description

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. The Association Director of Membership Experience is a cause-driven leader who is passionate about connecting people to the Y’s mission through membership. This role provides leadership to ensure that every interaction with current and prospective members reflects the Y’s values of caring, honesty, respect, and responsibility. The Director oversees staff training and development—especially in sales and customer service—while driving strategies to grow membership, improve retention, and enhance the overall member experience. Success will be measured by meeting and exceeding monthly and quarterly benchmarks for membership growth, closing rates, and member engagement.

Qualifications
  • Bachelor’s degree in business, sales, marketing, or a related field (or equivalent experience).
  • 3–5 years of leadership experience in membership, sales, or customer service, preferably in a nonprofit or mission-driven organization.
  • Demonstrated success in meeting or exceeding membership/sales goals and building strong member relationships.
  • Strong leadership, coaching, and team development skills, with experience training staff in sales and service.
  • Excellent communication and interpersonal skills, with a warm and engaging presence.
  • Ability to analyze data, identify trends, and make informed decisions to support growth and retention.
  • Commitment to the YMCA’s mission and core values, with a passion for strengthening community.
Essential Functions
  • Recruit, train, coach, and supervise membership staff to create a welcoming, service-focused culture across the association.
  • Develop and lead training programs that emphasize sales excellence, relationship-building, and delivering outstanding member service.
  • Design and implement membership recruitment and retention strategies that align with the Y’s mission and community impact goals.
  • Monitor membership trends, sales activity, and service quality; use data to adjust strategies and celebrate successes.
  • Hold staff accountable for meeting or exceeding monthly and quarterly benchmarks in new membership sales, closing rates, and retention.
  • Ensure every member and prospective member experiences a welcoming and inclusive environment that reflects the Y’s commitment to community.
  • Collaborate with Senior Leadership, Marketing, and program teams to highlight the value of membership and connect members to the Y’s impact.
  • Actively engage in the community to promote the benefits of Y membership and strengthen community partnerships (i.e. Health Fairs, Member Events, etc.).
  • Provide regular reports to senior leadership on membership progress, key metrics, and opportunities for improvement.

Performance Expectations

  • Meet or exceed monthly and quarterly goals for new membership sales, closing rates, and retention.
  • Ensure all membership staff are trained and consistently model excellent service and sales practices.
  • Support the association’s overall strategic goals by connecting members to programs, services, and community impact opportunities.