Member Relations Director

Crossroads YMCA•Crown Point, IN

9d•Onsite

About The Position

This is a high-impact leadership role responsible for leading the membership experience at the YMCA. You'll oversee membership operations, guide a customer-focused team, and develop strategies that attract new members, deepen engagement, and inspire lifelong connections to the Y. This role is fast-paced, people-centered, and highly visible. Every day, you'll interact with members, coach staff, solve challenges, analyze performance, and collaborate with other departments to ensure every person who walks through our doors feels welcomed, valued, and connected.

Requirements

Associate's degree in business, communications, recreation, hospitality, or a related field preferred (or equivalent experience).
Three (3) or more years of leadership experience, preferably in membership, hospitality, customer service, retail, recreation, or nonprofit environments.
Experience supervising, coaching, and developing employees.
Strong interpersonal, communication, and conflict-resolution skills.
Excellent organizational skills with the ability to manage multiple priorities.
Results-driven mindset with strong planning and problem-solving abilities.
Proficiency in Microsoft Office 365 and experience using CRM or membership management software.
Ability to build relationships with individuals from diverse backgrounds and communities.
Commitment to delivering exceptional customer service and advancing the YMCA mission.

Responsibilities

Lead the day-to-day operations of the Membership Department.
Recruit, onboard, train, coach, and develop a high-performing Member Relations team.
Create an exceptional member experience by anticipating needs, personalizing interactions, and exceeding expectations.
Develop and implement membership recruitment, engagement, and retention strategies that support branch growth.
Ensure every prospective member receives a welcoming, cause-driven tour that inspires them to join the YMCA community.
Build meaningful relationships with members and connect them to programs, services, and opportunities that support their goals.
Respond promptly and professionally to member questions, concerns, and feedback while identifying opportunities to improve the member experience.
Manage department scheduling, payroll, and daily staffing needs.
Monitor membership performance, tour-to-join conversion rates, retention metrics, and department budgets.
Utilize CRM and reservation systems to support operational excellence and member engagement.
Partner with branch leadership to support the YMCA Annual Campaign, special events, and community outreach efforts.
Demonstrate flexibility by supporting branch operations and organizational priorities as needs evolve.