Membership Experience Director

YMCA Virginia Peninsulas•Smithfield, VA

About The Position

Under the supervision of the Membership Experience Executive, the Membership Experience Director advances the mission, policies, and goals of the YMCA of the Virginia Peninsulas. The role is accountable for membership acquisition, engagement, and retention at assigned centers, and provides direction for developing, retaining, and promoting membership in the community and within the YMCA. The director works with center leaders to welcome, connect, support, and engage members, guests, and staff while ensuring high-quality service. The director develops membership growth and retention plans, drives enrollment and revenue, oversees member experience and administration, and leads the membership team. The role also supports YMCA fundraising, community outreach, special events, and safe operations. Success is reflected in membership and program growth, member loyalty and retention, and staff and participant engagement with the YMCA’s cause.

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 (NEO), Bloodborne Pathogens, Child Abuse Prevention (CAP), and Sexual Harassment.
Satisfactory criminal background check and Child Protective Services check.
Ability to problem-solve, read, analyze, and interpret documents, and respond effectively to inquiries or complaints.
Ability to apply mathematical concepts and operations to practical situations, including budget preparation and program planning.
Ability to reason through difficult problems with limited direction as to means and results.
Ability to coordinate and plan events effectively.
Ability to meet physical demands involving mobility for travel, facility and property tours, and participation in promotional and special events.

Nice To Haves

Bachelor’s degree in a related field preferred.

Responsibilities

Support the YMCA’s mission, vision, and goals, and model caring, honesty, respect, and responsibility.
Promote and 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; give tours and coach staff on effective tour techniques.
Monitor membership performance indicators, including inquiries, appointments, tours, follow-up calls, and closing ratios.
Own the member and guest experience, support member satisfaction and engagement, and coordinate with association and center leadership on service quality.
Define and support the member journey and touchpoints, and collaborate with marketing on web and social media communications and engagement.
Plan, organize, and attend community awareness and recruitment events, member services events, and special events, presentations, seminars, and 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 key performance indicators and work with leadership to improve performance in identified areas.
Lead membership business and administrative functions, including reporting, collections, sales, and cash handling in accordance with YMCA policies and procedures.
Coordinate with the Center Services accounting team and others to process member transactions and administration accurately.
Ensure member accounts and administrative tasks are current and accurate; oversee daily closeouts, end-of-day processes, and bank deposits.
Hire, develop, motivate, and retain a membership team committed to the YMCA’s mission and member service.
Hold regular one-on-one meetings with staff for feedback, satisfaction, career development, and coaching.
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 under YMCA policies and applicable laws, including interviewing, hiring, training, assigning and directing work, appraising performance, rewarding and disciplining employees, addressing complaints, and resolving problems.
Evaluate staff performance, counsel employees on areas for improvement, and improve performance through training and performance standards.
Build positive relationships with Association staff, share information with appropriate associates, and cooperate with others.
Coordinate and plan events, solve problems, interpret documents, respond to inquiries or complaints, and apply mathematical concepts to budgets and program planning.
Meet the position’s physical demands, including mobility for conference travel, facility and property tours, and promotional and special events.