Member Relations Director

Crossroads YMCA•Crown Point, IN

1d•Onsite

About The Position

The Member Relations Director supports the YMCA’s mission of strengthening the community through youth development, healthy living, and social responsibility. This leader oversees membership services and engagement strategies, delivers exceptional service to members, guests, and program participants, promotes memberships and programs, and helps maintain a welcoming, inclusive environment. The role involves leading the Membership team, supporting member recruitment and retention, managing department operations and budget standards, and fostering a sense of community and belonging. Pay starts at $21.00 per hour and is based on experience.

Requirements

Minimum 3 years of job-related experience 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.
Ability to work independently with minimal supervision.
Organized and detail-oriented.
Results-driven, with proactive planning skills.
Computer proficiency in Office 365.
Ability to work flexible hours, including evenings, weekends, and holidays.
Visual, auditory, and verbal ability to communicate effectively.
High level of alertness, concentration, and initiative.
Ability to lift 50 pounds and stand, walk, or sit for extended periods; occasionally stoop or bend.
Ability to maintain a neat and professional appearance.

Nice To Haves

Associate’s degree in a related field or equivalent is preferred.

Responsibilities

Deliver an exceptional member experience by anticipating needs, personalizing interactions, and finding ways to exceed expectations.
Foster a welcoming and inclusive environment through friendly, solution-oriented engagement with members.
Implement member service and engagement strategies to recruit new members and retain existing members.
Respond promptly to member and community inquiries and complaints, and plan solutions and procedures to improve results.
Manage software systems for court reservations and customer relationship management.
Ensure cause-driven tours support departmental tour-to-join closing-rate goals and meet prospective members’ expectations.
Build relationships with members and help them connect with one another and the YMCA.
Lead the Membership team in providing exemplary service, building relationships, supporting members’ personal goals, and fostering belonging.
Adhere to organizational policies and procedures.
Assist with onboarding, training, and developing team members, and recognize individual and team accomplishments.
Manage department timekeeping and scheduling.
Manage monthly budget standards and proactively strategize to meet budget goals.
Engage with the community and team members to support Annual Campaign efforts.
Perform a variety of tasks and additional responsibilities as needed to support evolving program and member needs.
Complete ongoing yearly compliance training.
Respond to safety and emergency situations.