Director of Membership & Community Engagement

YMCA of the Twin Tiers•Olean, NY

2d•$21 - $24•Onsite

About The Position

The Director of Membership & Community Engagement is primarily responsible for driving membership growth while also focusing on engagement, retention, and strengthening connections within the community. This hands-on, public-facing role creates welcoming experiences, builds relationships with members and prospective members, and supports programs that encourage participation and connection. Working closely with branch leadership, the role implements membership-focused strategies, coordinates with program leaders, and develops community partnerships that enhance the YMCA’s visibility and impact. Success in this role is measured first and foremost by membership growth, along with engagement levels, program participation, and the ability to create meaningful experiences that foster connection and belonging.

Requirements

Bachelor’s degree in business administration, communications, marketing, recreation management, human services, or related field, or equivalent professional experience.
Minimum of three to five years of experience in membership operations, sales, community engagement, or customer service leadership.
Demonstrated experience supervising staff and leading teams.
Experience in budgeting, financial oversight, and data-driven decision-making.
Ability to establish and grow relationships with community partners, businesses, and stakeholders.
Strong communication, interpersonal, and public relations skills.
Ability to manage multiple projects and priorities in a dynamic environment.
Strong computer and technology skills, including membership management software and reporting tools.
Child Sexual Abuse Prevention training
Managing Your Exposure to Bloodborne Pathogens training
Preventing Member Slips, Trips, and Falls training
Sexual Harassment Prevention for Employees training
CPR/AED/FA certification within 90 days of hire
YMCA business software training (Daxko, SGA, and ADP) within 60 days of employment.
YMCA Leader Certification within 30 days of hire
YMCA Team Leader Certification within first 12 months.

Responsibilities

Provide strategic direction and leadership for membership growth, engagement, and retention, ensuring alignment with YMCA of the Twin Tiers mission and branch priorities.
Collaborate with the Executive Director and leadership team to establish and drive achievement of membership goals, benchmarks, and growth strategies that support sustainable growth in all department areas.
Analyze membership trends, data, and sales metrics to inform decision making and implement innovative strategies that drive sustainable growth and retention.
Develop, manage, and be accountable for the membership department operating budget, ensuring strong financial performance and alignment with organizational goals.
Lead and develop a high performing membership team, providing oversight of membership department staff including the Membership Coordinator who has direct oversight of Member Service Representatives, and Child Watch staff.
Provide leadership and ensure operational excellence within the membership department and member service functions to ensure efficient systems and exceptional service.
Oversee membership systems and processes, ensuring accurate membership records, billing processes, data integrity, and reporting systems are maintained in accordance with YMCA policies and procedures.
Provide leadership for cause-driven tours, membership enrollment systems, and service standards to ensure a consistent and welcoming experience.
Develop and implement structured member onboarding strategies, including intentional connection points within the first 90 days of membership.
Recruit, hire, train, supervise, and evaluate membership and engagement staff to ensure exceptional service and operational excellence.
Provide coaching, professional development, and performance management to support staff growth and leadership development.
Promote a welcoming, inclusive, and member-focused culture that enhances the YMCA experience for members, participants, and guests.
Ensure all youth and sports programs adhere to YMCA standards for safety, child protection, and risk management by monitoring program quality, maintaining equipment and facilities to meet safety standards, and overseeing compliance with policies and procedures through Praesidium to provide a safe and positive experience for all participants.
Establish and implement systems to capture and leverage member feedback, driving continuous improvement in satisfaction and experience.
Develop, grow, and maintain relationships with local school districts, community organizations, corporate partners, and civic leaders to expand the YMCA’s reach and impact.
Serve as a visible ambassador and community leader of the YMCA at community events, civic engagement opportunities, and high impact partnership opportunities to increase awareness of YMCA programs and services.
Lead the development and expansion of workplace wellness partnerships and community engagement initiatives to drive revenue and visibility.
Collaborate with branch leadership and marketing teams to implement membership promotions, outreach strategies, and communications that drive membership growth and community awareness.
Educate members, volunteers, and the community about the charitable mission of the YMCA and its impact.
Participate in branch leadership initiatives including committees, special events, strategic planning activities, and Leader on Duty responsibilities as scheduled.
Serve as a Staff Liaison for the Olean Annual Campaign, actively cultivating relationships with donors and sponsors, supporting the recruitment and retention of campaigners, and leveraging youth and family programming initiatives to advance the YMCA’s mission and community impact.
Responsible for Leader on Duty (LOD) scheduling system to ensure consistent leadership coverage and operational support for the Olean YMCA branch operations.
Perform all other duties as assigned by the Executive Director in an efficient and timely manner.