Member Relations Director

Crossroads YMCA•Schererville, IN

13h

About The Position

The Member Relations Director supports the YMCA’s mission of strengthening community through youth development, healthy living, and social responsibility. This position 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 Director embodies YMCA values and leads efforts to foster community and belonging. The role also leads and develops the Membership team, supports recruitment and retention, handles member and community inquiries, and manages department scheduling, timekeeping, and monthly budget standards. The position requires flexibility, including the ability to work evenings, weekends, and holidays, and to respond to safety and emergency situations. Pay starts at $21.00 per hour, with the rate based on experience.

Requirements

At least 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.
Organization and attention to detail.
Results-driven approach and proactive planning skills.
Computer skills, including 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 lbs. and stand, walk, or sit for extended periods; occasional stooping or bending.
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 interactions.
Implement member service and engagement strategies that support membership recruitment and retention.
Respond to member and community inquiries and complaints in a timely manner, and plan solutions and procedures to improve results.
Manage software systems for court reservations and customer relationship management (CRM).
Ensure cause-driven tours work toward 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, helping members reach personal goals, and fostering belonging.
Follow the organization’s policies and procedures.
Assist with onboarding, training, and developing team members, and recognize team and individual accomplishments.
Manage department timekeeping and scheduling.
Manage monthly budget standards and proactively plan to meet budget goals.
Engage with the community and team members to support Annual Campaign efforts.
Perform varied tasks and additional responsibilities as needed to support changing program and member needs.
Complete ongoing yearly compliance training.
Respond to safety and emergency situations.