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About the Role

Every person who walks through the doors of the Y is looking for more than a place to work out, register for a program, or ask a question — they are looking for connection, support, and a sense of belonging. The Membership Director helps bring that experience to life by leading a welcoming, service-focused team and creating consistent, thoughtful membership operations that make every interaction feel personal and purposeful. Through strong relationship-building, member engagement, and operational leadership, this role helps grow and retain membership by ensuring individuals and families feel seen, supported, and connected to the Y community.

Responsibilities

Hold membership teams accountable for high performance and achievement of center and association membership goals.
Lead membership strategies that support growth, retention, engagement, and revenue objectives.
Hire, coach, and manage direct reports, ensuring alignment with association people practices and service standards.
Use membership data, trends, and reports to monitor performance, identify opportunities, and support decision-making.
Model inclusive leadership behaviors and create a team culture where staff feel supported, prepared, and accountable.
Ensure adherence to association policies, safety protocols, and membership procedures.
Promote and incorporate the YMCA five core values and attributes.
Prioritize relationship-building with members, guests, program participants, volunteers, and YMCA stakeholders.
Ensure members and guests are welcomed, supported, and connected to programs, services, and opportunities that meet their needs.
Respond to member questions, concerns, and feedback in a courteous, friendly, and professional manner.
Support a positive member journey from first visit through ongoing engagement and retention.
Partner with center leaders and program teams to improve communication, service consistency, and member satisfaction.
Ensure all membership interactions reflect excellent customer service and a welcoming YMCA experience.
Guide, direct, and oversee membership operations, front desk functions, member onboarding, and related member services.
Establish operating standards and service expectations to ensure quality, consistency, accuracy, and efficiency.
Support membership sales, tours, follow-up efforts, and outreach activities to achieve enrollment and engagement goals.
Maintain accurate membership records, registrations, account updates, payment information, and related documentation.
Train staff on membership systems, processes, financial assistance procedures, and service expectations.
Develop and maintain collaborative relationships with community partners, members, and internal teams to increase YMCA visibility and engagement.
Develop, monitor, and manage membership budgets to meet fiscal objectives, control expenses, and achieve financial targets.
Coordinate with operations, programs, and facility teams to support smooth center operations and member-facing activities.
Participate in fundraising initiatives, including the Annual Campaign.
Contribute to strategic Impact Group meetings and other organizational initiatives.
Complete other duties as assigned.

Requirements

Bachelor’s degree in business, communications, hospitality, nonprofit management, or a related field is required or equivalent experience.
2 to 3 years of customer service, sales, member engagement, and retention strategies, including experience supervising and developing teams.
Experience using membership, CRM, registration, or database systems to manage member accounts, track activity, and support reporting.
Ability to analyze membership trends, retention data, and service feedback to identify opportunities and make informed decisions.
Experience resolving member concerns, de-escalating issues, and supporting a positive member experience.
Knowledge of basic accounting, finance, budgeting, and account management principles is essential.
Experience with scheduling, front desk operations, service standards, and daily membership operations is preferred.
Knowledge of financial assistance, scholarship, or access-related processes is preferred.
Bilingual in Spanish and English is preferred.
The role involves frequent movement around the facility, including standing for extended periods, walking, and occasionally lifting.
Ability to manage and oversee events and program activities, which requires physical agility and alertness.
Reasonable accommodations will be provided to enable individuals with disabilities to perform essential functions.

Skills

Customer service
Sales
Member engagement
Retention strategies
Supervising teams
Developing teams
Membership systems
CRM systems
Registration systems
Database systems
Data analysis
Trend analysis
Retention data analysis
Service feedback analysis
Problem resolution
De-escalation
Basic accounting
Finance
Budgeting
Account management
Scheduling
Front desk operations
Service standards
Membership operations
Financial assistance processes
Scholarship processes
Access-related processes
Spanish language proficiency

Experience Level

2 to 3 years

Education Level

Bachelor’s degree in business, communications, hospitality, nonprofit management, or a related field or equivalent experience

About the Company

Every person who walks through the doors of the Y is looking for more than a place to work out, register for a program, or ask a question — they are looking for connection, support, and a sense of belonging.