Membership Director

Description: Bring Your Excitement to the Heart of Our Community - We're Hiring a Membership Director!Love meeting new people? Thrive in a bustling, community-focused environment? Have a talent for creating a welcoming and engaging atmosphere wherever you go?

The Penobscot Bay YMCA is searching for our next Membership Director—a dynamic leader who will be the heart of our member experience. This is not your typical desk job! You’ll be out front, greeting members, planning exciting events, and making sure everyone who walks through our doors feels welcomed, valued, and connected.

What You’ll Do:

• Create an environment where members feel like part of the family.
• Plan fun events like Family Fun Fridays, the Monster Mash, and open house celebrations.
• Spread the word about our programs through marketing and social media to help more people join the YMCA community.
• Lead an amazing team, ensuring top-notch service at our membership desks.
• Use data and insights to keep things running smoothly and help our membership grow.

This is the perfect role for someone who loves working with people, has experience in customer service, marketing, and/or event planning, and is always ready with a smile. If you enjoy bringing people together and making a difference in your community, we want to meet you!

Bonus: You get to be at the center of all the action! Whether it’s organizing a big event, chatting with members about their fitness goals, or coming up with creative ways to engage the community, no two days are the same.

Requirements:

The Membership Director at Penobscot Bay YMCA is responsible for driving membership growth, engagement, and retention while ensuring high-quality customer service, community outreach, and program promotion. This role oversees event management, membership operations, front desk staff, and procedures to foster a cause-centered culture that is welcoming, genuine, hopeful, nurturing, and determined.

Membership Growth & Engagement

• Achieve membership growth goals and encourage member engagement through exceptional service and completion of strategic initiatives.
• Plan, implement and evaluate programs for membership recruitment, onboarding, and appreciation.
• Collect and analyze membership data and provide monthly reports to leadership to identify acquisition, retention, and improvement opportunities.
• Work with program staff to enhance member experience, ensuring programs and services meet community needs.

Front Desk Operations

• Ensure high-quality customer service experience for all community members connecting with the Y, fostering loyalty and belonging for all we serve
• Manage and improve member and program registration processes in collaboration with department leads, ensuring clear communication with all staff.
• Develop and oversee front desk policies, procedures, and CRM systems (Daxko, Constant Contact).
• Manage membership accounts receivable and financial transactions in Daxko.

Marketing & Communications

• Coordinate membership marketing efforts through multiple communications channels, in collaboration with the Advancement team.
• Design and distribute membership and facility updates in-house and digitally, using Canva or similar design programs.
• Support program directors in maximizing enrollments and member engagement.

Event & Community Engagement

• Plan and execute membership events (Family Fun Fridays, Monster Mash, etc) and provide support to major YMCA events and fundraisers (Turkey Trot 5K, Boogie for the Babes, etc).
• Represent the YMCA at community functions, fairs, and special events.
• Refer potential donors to the CEO and Director of Advancement.

Leadership & Administration

• Recruit, schedule, manage, and mentor membership staff (5-10 direct reports) and volunteers.
• Provide coverage of front desk shifts at both locations, as needed.
• Manage department budgeting and daily operational tasks, including postal and banking tasks.
• Complete other tasks and assignments to ensure the success of the department and the Y.

QUALIFICATIONS:

• Bachelor's degree in applicable field preferred, or an equivalent combination of education and experience.
• Exemplary customer service and written communication skills, a must.
• Previous supervisory experience in a customer service role, preferred.
• Excellent personal computer skills and expertise with standard software (Google Suite, MS Office Suite).
• Design and digital marketing experience (Canva, social media) strongly preferred, or demonstrated ability to learn complex new skills.
• Strong time management skills, with the ability to plan, coordinate, and manage multiple projects and events with competing deadlines.
• Self-directed mentality to work independently and learn quickly.
• Sound judgment and problem-solving skills to handle safety concerns and unexpected incidents;
• Self-awareness, active listening, and other skills necessary for effective teamwork.
• Ability to relate effectively to diverse groups of people from all social and economic segments
  of the community.
• YMCA Team Leader certification, preferred (will train the right candidate).

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• The employee is regularly required to use a computer for extended periods and be able to communicate using a computer, phone, and smart mobile device;
• The employee is frequently required to sit and reach and must be able to move around the work environment;
• The employee must regularly lift and/or move up to 20 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust visual focus;
• The noise level in the work environment is usually moderate.

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

At the Penobscot Bay YMCA, we strive to create an accessible and inclusive application and selection process. We are committed to working with and providing reasonable accommodation to job applicants who may require provisions to participate in the recruitment, selection and/or assessment processes. Should you require an accommodation, please contact Human Resources by email at hr@penbayymca.org and we will work with you to meet your accessibility needs.