Membership Engagement Associate Director

YMCA of Southeastern NC•Clinton, NC

13h

About The Position

The Member Services Associate Director provides leadership and oversight of YMCA Membership and Family Engagement operations, ensuring an exceptional member experience and effective delivery of programs and services. The position supervises, develops, and engages staff and volunteers; maintains consistent operational procedures; supports membership growth and retention; oversees departmental financial processes and budget management; and ensures compliance with YMCA policies, safety standards, and risk management practices. The Associate Director fosters a welcoming, inclusive, and mission-driven environment, builds relationships with members and community partners, and supports fundraising, marketing, and community engagement initiatives advancing the YMCA’s mission of Youth Development, Healthy Living, and Social Responsibility. The role also oversees daily Membership and Family Services operations, staff development, records and procedures, rentals and billing, financial processes, facility cleanliness, program quality, and safety.

Requirements

High school diploma and at least 2 years of customer service and supervisory experience, or an equivalent combination of education and experience.
Interpersonal and coaching skills.
Excellent oral and written communication skills.
Obtain CPR/First Aid Certification within 30 days.
Ability to respond to safety and emergency situations.
Computer skills in Microsoft Office, Paylocity, MemberWorks, and SGA.
High attention to detail.
Ability to relate effectively to diverse groups of people from all social and economic segments of the community.

Nice To Haves

YMCA or other nonprofit experience.

Responsibilities

Provide exceptional customer service and build positive relationships with members, staff, volunteers, and guests.
Model the YMCA mission and core values of Caring, Honesty, Respect, Responsibility, and Faith.
Foster a diverse, equitable, and inclusive environment; identify opportunities for innovation and improve service quality, member satisfaction, and operational effectiveness.
Support the development and implementation of cause-driven programs, family activities, and services.
Support annual campaign and fundraising initiatives by recruiting campaigners, participating in planning committees, promoting philanthropy, and developing staff and volunteers as YMCA ambassadors.
Support marketing and promotional efforts, including maintaining accurate website content and promoting branch programs and events.
Build relationships with YMCA branches, community organizations, businesses, and educational institutions; represent the YMCA in community presentations and engagement activities.
Recruit, hire, train, supervise, develop, and schedule Member Services and Family Engagement staff and volunteers, including personnel supporting child watch, Parents’ Night Out, Kids’ Night Out, Birthday Parties, and Family Fun Nights.
Coach and support staff; hold staff meetings and performance evaluations, communicate expectations, and develop strategies to achieve departmental goals.
Support YMCA special events, community activities, and departmental programs, and deliver programs as needed to maintain operations and staffing.
Lead daily Membership and Family Services operations to ensure efficient, consistent, high-quality service aligned with YMCA standards and objectives.
Audit Welcome Desk procedures, maintain and update operational guidelines, communicate procedural changes, and ensure membership records and files are accurate and properly maintained.
Oversee branch rentals and related contracts, as well as corporate membership billing and invoicing.
Coordinate financial transactions, prepare daily bank deposits, and review and approve departmental payroll in accordance with organizational guidelines.
Build and monitor the annual Membership and Family Services budget, review expenditures, make adjustments as appropriate, and assist with budget development and financial planning.
Collaborate with branch leadership to maintain a clean, safe, welcoming environment and coordinate daily cleaning needs, quarterly deep-cleaning, preventative maintenance, and facility improvements.
Maintain program quality, participant safety, and risk management standards; ensure staff and volunteers follow safety requirements and emergency procedures.
Follow and enforce applicable Human Resources, Finance, operational, administrative, and departmental policies and handbooks, including the Emergency Response Plan Manual.
Participate in management meetings, committees, and cross-departmental initiatives; demonstrate YMCA leadership and operational competencies and pursue professional development.
Perform other related duties as assigned by the supervisor.