Member Services Director

Greater Green Bay YMCA • Green Bay, WI

2d

About The Position

Under immediate supervision of the Branch Executive, the Member Services Director oversees all aspects of member engagement, including recruitment, retention, and customer service excellence. This role leads the front desk and child watch teams, ensuring a welcoming and inclusive environment that reflects the YMCA’s core values. The Director develops and implements strategies to enhance member satisfaction and drive growth, while maintaining high standards of operational efficiency. Strong leadership, communication, and problem-solving skills are essential to success in this role.

This position oversees Broadview YMCA and The Ridge YMCA at Capital Credit Union.

OUR CULTURE
Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

Requirements

• Completed course work (e.g. 2-year degree) or equivalent experience and education/certification in sales and service or related field required.
• 3-5 years’ experience in sales and/or customer service leadership and a proven track record in achieving results in a sales environment is required.
• Or an equivalent combination of education and experience.
• CPR and First Aid certifications are required within the first 60 days of employment.
• Strong administrative, organizational, math, and computer skills with attention to details required.
• Ability to prioritize workloads to meet timelines and maintain confidentially of records required.
• Ability to work a flexible schedule that includes weekends and evenings required.
• Excellent telephone, face to face, and written communication skills tailored to the appropriate audience.

Nice To Haves

• Experience developing and delivering effective training programs is preferred.

Responsibilities

• Develop and implement strategies to recruit new members, retain existing ones, and enhance   overall member satisfaction.
• Hire, train, schedule, and evaluate front desk and child watch personnel to ensure high-quality service and performance.
• Ensure proper implementation of desk procedures, registration systems, and financial transactions in coordination with the business office.
• Actively promote program enrollment and cross-sell services to members and guests through personalized interactions and outreach.
• Foster a welcoming, inclusive environment by modeling relationship-building skills and ensuring staff consistently exceeds member expectations.
• Participate in budget planning, monitor financial performance, and prepare membership reports for leadership and board review.
• Collaborate with branch leadership to promote and participate in fundraising initiatives, including the YMCA’s Annual Campaign, by cultivating relationships with members, sharing impact stories, and encouraging community support.
• Organize member appreciation events and represent the YMCA at community functions to build visibility and engagement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 101-250 employees