Membership Experience Director

YMCA of the Virginia Peninsulas • Smithfield, VA

2d • $44,000 - $50,000

About The Position

The Membership Experience Director is accountable for driving membership acquisition, engagement, and retention at assigned YMCA centers. Under the supervision of the Membership Experience Executive, the Director provides direction and enthusiasm for developing, retaining, and promoting membership in the community and within the YMCA. The role emphasizes high-quality service and works closely with center leaders to welcome, connect, support, and engage members, guests, and staff.

The Director develops membership growth and retention plans, oversees enrollment and member experience, manages membership budgets and administrative operations, and hires, develops, and leads the Membership team. The role also supports the YMCA’s mission, fundraising, community engagement, and safe operations. Success is reflected in membership growth and retention, program participation, member loyalty, staff satisfaction, and contributions to the Annual Campaign.

Requirements

• At least two years of supervisory experience.
• Ability to interact with people from diverse ethnic backgrounds, ages, and lifestyles.
• Working knowledge of computers and experience with a variety of software applications.
• Good written and verbal communication skills.
• CPR/First Aid/AED/O2 certification required within 60 days of hire.
• Complete and maintain required training, including New Employee Orientation, Bloodborne Pathogens, Child Abuse Prevention, and Sexual Harassment.
• Satisfactory completion of a criminal background check and Child Protective Services check.
• Ability to problem-solve, analyze and interpret documents, respond effectively to inquiries or complaints, and reason through difficult problems with limited direction.
• Ability to apply mathematical concepts and operations to budget preparation and program planning.
• Ability to meet the position’s physical demands, including travel to conferences, facility and property tours, and participation in promotional and special events.
• Ability to coordinate and plan events effectively.
• Ability to perform supervisory duties, evaluate staff performance, and support staff development.

Nice To Haves

• Bachelor’s degree in a related field preferred.

Responsibilities

• Support the YMCA’s mission, vision, and goals, and model the values of caring, honesty, respect, and responsibility.
• Lead programs and initiatives that advance youth development, healthy living, and social responsibility.
• Participate in association task forces, committees, workgroups, and fundraising efforts, including Annual and Capital Campaigns.
• Develop and implement annual membership growth and retention goals, with monthly and weekly action plans.
• Drive membership enrollment and meet or exceed net membership and revenue goals.
• Identify, document, and follow up with prospects; provide tours and coach staff on effective tour techniques.
• Monitor enrollment key performance indicators, including inquiries, appointments, tours, follow-up calls, and closing ratios.
• Ensure member and guest satisfaction and engagement; collaborate with association and center leaders to improve the member experience.
• Define and support the member journey and its touchpoints.
• Collaborate with marketing on web and social media communications and engagement.
• Plan, organize, and attend community events and coordinate member services events, community special events, presentations, seminars, and membership promotions.
• Promote the Guardian program and evaluate and approve Guardian applications.
• Prepare and administer the annual membership budget, revising it as needed to meet or exceed budget guidelines.
• Run and review member-experience key performance indicators and work with the Membership Experience Executive and center leadership to improve identified areas.
• Lead membership reporting, collections, sales, and cash handling in accordance with YMCA policies and procedures.
• Coordinate with the Center Services accounting team and others to ensure seamless member transaction processing and administration.
• Ensure member accounts and other administrative tasks are accurate and up to date.
• Oversee daily closeouts, end-of-day processes, and bank deposits.
• Hire, develop, motivate, and retain a Membership team committed to the YMCA mission and member service.
• Hold regular one-on-one staff meetings for satisfaction check-ins and career development coaching and training.
• Hold regular department meetings to train, coach, role-play, and communicate center and association initiatives.
• Complete required job-related, supervisory, and other training.
• Help ensure members, guests, and program participants are in a safe environment and follow the branch Emergency Operations Plan.
• Participate in center leadership activities, including Supervisor on Duty assignments and occasional special events, as determined by the Membership Experience Executive.
• Administer supervisory responsibilities in accordance with YMCA policies and applicable laws, including interviewing, hiring, training, assigning and directing work, evaluating performance, rewarding and disciplining employees, and addressing complaints and problems.
• Counsel staff on areas for improvement and support ongoing performance improvement through training and standards.
• Build positive relationships with Association staff, share information appropriately, and cooperate with colleagues.
• Coordinate and plan events; respond to inquiries or complaints; solve problems; interpret documents; and apply mathematical concepts to budgeting and program planning.
• Meet physical demands that include travel to conferences, touring facilities and properties, and participating in promotional and special events.

Benefits

• 12% retirement contribution upon meeting the requirements of the National YMCA Retirement Fund.
• 65% employee-paid health and dental insurance.
• Flexible spending account (FSA).
• $25,000 Life/AD&D policy.
• Vacation leave.
• Sick leave.
• YMCA Family Membership.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed