Membership Experience Director

YMCA of the Virginia Peninsulas • Smithfield, VA

8d • $44,000 - $50,000

About The Position

The Membership Experience Director drives membership acquisition, engagement, and retention at assigned YMCA centers under the supervision of the Membership Experience Executive. In keeping with the YMCA of the Virginia Peninsulas’ mission, policies, and goals, the Director leads membership development, retention, and promotion in the community and within the YMCA, while ensuring high-quality service for members and guests. The role works closely with center leaders to welcome, connect, support, and engage members, guests, and staff.

The Director develops and implements membership growth and retention plans, monitors performance indicators, oversees membership administration and budgets, and leads the Membership team. The role also supports YMCA fundraising, community engagement, special events, member services, and a safe environment for members, guests, and program participants. Supervisory duties include hiring, training, directing, and evaluating staff and addressing performance and workplace concerns.

Requirements

• Bachelor’s degree in a related field preferred.
• 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, and 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 budget preparation and program planning.
• Ability to reason through difficult problems with limited direction.
• Ability to coordinate and plan events effectively.
• Ability to meet physical demands, including mobility for conference travel, facility and property tours, and participation in promotional and special events.

Nice To Haves

• Bachelor’s degree in a related field.

Responsibilities

• Support the YMCA’s mission, vision, and goals, and model the values of caring, honesty, respect, and responsibility.
• Promote programs focused on youth development, healthy living, and social responsibility.
• Participate in association task forces, committees, workgroups, fundraising, and 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 enrollment and member-experience key performance indicators, including inquiries, appointments, tours, follow-up calls, and closing ratios.
• Own and improve the member and guest experience, define and support member journeys and touchpoints, and collaborate with association and center leadership.
• Collaborate with marketing on web and social media communications and engagement.
• Plan, organize, and attend community events, member services events, 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 leaders to improve performance.
• Lead membership-related daily 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 effectively.
• Ensure member accounts and administrative tasks are accurate and up to date.
• Oversee daily closeouts, end-of-day procedures, and bank deposits.
• Hire, develop, motivate, and retain a committed Membership team.
• Hold regular one-on-one meetings with staff for feedback, satisfaction checks, and career-development coaching and training.
• Hold regular department meetings to train, coach, role-play, and provide updates on center and association initiatives.
• Complete required job-related, supervisory, and other training.
• 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 and occasional special events, as determined by the Membership Experience Executive.
• Administer supervisory responsibilities in accordance with YMCA policies and applicable laws; interview, hire, train, assign, direct, evaluate, reward, and discipline employees, and address complaints and problems.
• Build positive relationships with Association staff, share information appropriately, and cooperate with colleagues.
• Coordinate and plan events, solve problems, interpret documents, respond to inquiries and complaints, and apply mathematical concepts to budgets and program planning.
• Meet the position’s physical demands, including mobility for travel to conferences, facility and property tours, and 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 and sick leave.
• YMCA Family Membership.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager