Director of Membership and Community Involvement

Membership Leadership & Strategy 

• Direct and administer all Membership Department operations, including staffing, budgeting, policy implementation, operational planning, and continuous improvement.
• Implement membership strategies that support recruitment of new members and retention of existing members.
• Continually evaluate membership structure, pricing, retention trends, membership sales, and overall member satisfaction.
• Maintain and monitor daily, weekly, monthly, and annual membership sales, retention activity, and key performance indicators.
• Create membership strategies that will align with a pending major facility expansion.  
• Recruit companies in our community to participate in Corporate Membership program.  
• Present membership data and performance metrics to leadership, committees, and the Board of Directors.

Member Experience 

• Create and maintain a welcoming, friendly, high-energy, and service-oriented Member Services environment.
• Foster a member-focused culture.
• Ensure Member Experience procedures are consistently implemented, reviewed, updated, and communicated to staff.
• Coordinate facility tour protocols to provide prospective members with an exceptional first impression of the YMCA.
• Respond promptly and professionally to member concerns and resolve escalated issues.
• Manage value-added membership services that increase engagement and member satisfaction.

Leadership & Staff Development 

• Provide direct supervision to the Membership Coordinator, Scholarship Administrator, and front desk staff.
• Conduct regular department meetings and staff performance evaluations.
• Foster an inclusive workplace culture that values collaboration, innovation, accountability, and continuous improvement. 

Membership Operations 

• Manage third-party membership providers and associated revenue tracking.
• Coordinate payroll and scheduling for Member Services staff.
• Assist the Finance Department with billing, refunds, reconciliations, and month-end reporting. 

Marketing & Community Engagement 

• Collaborate with the Marketing Department to maximize membership and program enrollment.
• Promote membership opportunities through daily interactions with prospective and current members.
• Develop and maintain collaborative relationships with businesses, schools, nonprofits, and community organizations.
• Establish and manage corporate membership partnerships.
• Represent the Stephens Family YMCA throughout the community and effectively communicate the YMCA's mission and impact. 

YMCA Scholarship Program 

• Oversee the administration of the YMCA Scholarship Program  
• Collaborate with the Scholarship Administrator to ensure timely processing and exceptional customer service.
• Evaluate scholarship utilization and recommend adjustments based on participation, funding availability, and community needs.
• Compile scholarship data and prepare reports for leadership.
• Promote scholarship opportunities to increase access for individuals and families experiencing financial barriers. 

Budget & Financial Management

• Participate in the annual budgeting process.
• Develop, manage, and monitor the Membership Department budget.
• Analyze budget performance and implement corrective action when variances occur.
• Coordinate financial procedures with the Finance Department. 

Events & Association Leadership 

• Coordinate branch-wide member engagement events, membership appreciation activities, and community outreach initiatives.
• Serve as an active member of the Senior Leadership Team.
• Participate in leadership meetings, committees, and strategic planning efforts.
• Support the YMCA Strategic Plan and organizational priorities.
• Perform other duties as assigned.