ASSOCIATE DIRECTOR, MEMBER SERVICES

Madison Area YMCA•Madison, NJ

36d•$55,000 - $65,000•Onsite

About The Position

Under the direction of the Member Services Director, the Associate Director, Member Services is responsible for supporting all aspects of a high-quality YMCA member experience and the day-to-day operations of the Member Services department. This includes but is not limited to revenue generation, sales, retention, and ensuring exceptional customer service through the Family Center Welcome Centers. The Associate Director provides strong leadership to the Member Services team by overseeing staff hiring, training, coaching, and performance management. This position fosters a culture of excellence in customer service and continuous improvement by developing staff, setting clear expectations, and ensuring accountability. Additionally, the Associate Director ensures a team approach across the organization, fostering a collaborative and supportive environment that strengthens connections between departments. By promoting open communication, shared goals, and a member-first mindset, this position helps to create a seamless and unified experience for staff and members alike, reinforcing the YMCA’s mission and values.

Requirements

3+ years supervisory experience in customer service.
Experience managing department budgets, staffing schedules and staff payroll accounting.
Proficient in Microsoft Office and use of computers, database management experience preferred.

Nice To Haves

Bachelor's degree in related field preferred.
YMCA Team Leader Certification encouraged.

Responsibilities

Oversee the overall operations of the Welcome Center, ensuring alignment with the YMCA’s mission, values, and service standards.
Ensure both Welcome Center locations within the Family Center are appropriately staffed and supported, maintaining a visible leadership presence and high level of service throughout all hours of operation.
Maintain a welcoming, member-centered environment by ensuring the cleanliness, organization, and brand compliance of the Welcome Center, Member Services office, and lobby.
Ensure the proper implementation of Welcome Center procedures, regularly auditing, reviewing, and updating desk protocols.
Manage the registration process for members and non-members, ensuring accuracy, efficiency, and a seamless experience.
Foster strong relationships among YMCA staff, members, volunteers, and the broader community, enhancing engagement and a sense of belonging.
Develop and implement staff motivation strategies to drive performance, enhance customer service and achieve organizational goals.
Continuously build and develop a dynamic staff team that fosters meaningful relationships with members, enhancing engagement and creating a more connected and welcoming member experience.
Lead, support, and develop the Member Services team at the Welcome Center, ensuring excellence in operational efficiency, customer service, and member engagement while upholding the YMCA’s four Core Values.
Supervise, mentor, and provide ongoing coaching to the Member Services Managers and Specialists to ensure best–in-class member experience.
Collaborate in the recruitment, hiring, onboarding, scheduling, training and professional development of the Welcome Center and Kids Central staff and volunteers, fostering a high-performing and member-focused team.
Conduct regular performance reviews and provide feedback to staff, implementing improvement plans as needed to enhance service and operational standards.
Complete payroll for designated reports and resolve or report any issues to Member Services Director and Human Resources as needed.
Actively and proactively manage staffing schedules for both Welcome Center locations, ensuring adequate coverage during all operating hours.
Serve as a visible leadership presence and emergency substitute as needed, including early mornings, evenings, weekends, and holidays.
Develop, implement, and maintain a comprehensive job training program for all Member Service Representatives, covering customer service, YMCA database systems, policies, and operations, while consistently updating information to enhance knowledge across all programs and offerings at both centers and off-site locations.
Provide continuing education and development opportunities for Welcome Center and Kids Central staff, including YUSA training, skill-building workshops, and regular staff meetings.
Ensure all staff are up to date with required certifications and manage a tracking system; proactively schedule training where and when needed.
Lead and facilitate staff meetings and other team-related discussions to ensure clear communication, alignment, and continuous improvement.
Implement targeted strategies for new member acquisition, including proactive prospecting, lead generation and tracking through outbound calling, emailing and community engagement efforts.
Engage and follow up with prospective members using a relationship-based approach, ensuring alignment with the YMCA’s mission and strategic membership growth goals.
Ensure seamless execution of Sales Force procedures, maintaining accurate and up-to-date prospects and member data to drive informed decision making.
Execute marketing initiatives that align with the YMCA’s broader outreach and engagement efforts.
Serve as lead trainer for the family center for facility tours using the YUSA Cause-Driven Tours model to effectively communicate the value of YMCA membership and programs.
Analyze and report key membership metrics, including prospect engagement, new joins and terminations on a weekly, monthly, and quarterly basis to assess trends and inform strategies.
Conduct outreach to individuals who purchase membership online, ensuring they receive a warm welcome and are connected to YMCA programs and services.
Maintain accurate records of new memberships and terminations regularly auditing for accuracy and completeness.
Collaborate with Member Services Director and Health and Wellness Director to enhance new member onboarding experiences, promote fitness engagement and connect members to programs that support retention and long-term involvement.
Stay informed of market trends, competitors’ offers, providing insights to the Management Team to enhance strategies and remain competitive in the community.
Serve as a knowledgeable resource on all YMCA programs, policies, and membership offerings to effectively assist and engage members.
Provide outstanding customer service by building positive relationships with members and ensuring a welcoming environment.
Conduct facility tours with a consultative approach, helping prospective members find programs that align with their needs.
Support department operations in the absence of the Member Services Director, including promotions, reporting, financial assistance, and member concerns, while modeling professionalism and problem-solving skills.
Encourage member engagement by promoting participation in facility orientations, programs, and volunteer opportunities.
Advocate for the YMCA’s mission by articulating its values, benefits, and the impact of philanthropy, including encouraging contributions to the annual campaign.
Participate in professional development organizations such as YPN and the Membership Peer Community to stay current on industry trends and best practices.
Complete additional duties as assigned.
Hold staff accountable for participating in the annual campaign by identifying and recruiting member volunteers and soliciting donations.
Assist in achieving the department’s annual support campaign goal by directly and personally participating in campaign efforts and ongoing fundraising by identifying new volunteers and potential new donors.
Recruit volunteer campaigners for the annual campaign; secure their campaign gift and assist them in achieving the department goal and the overall goal.
Maintain boundaries, follow mandated reporting requirements, and uphold policies and procedures to protect youth and participants.
Attend required trainings, report suspicious or inappropriate behaviors and adhere to procedures that minimize risk.
Provide oversight, feedback, and accountability to ensure staff and volunteers follow abuse prevention standards.