Membership Director

Brief Description

Position summary:

The Membership Director provides strategic leadership to drive membership growth, retention, and exceptional customer service experiences. This role oversees membership operations and the training and development of staff. By fostering a member-centric culture and maintaining operational excellence, the Director ensures the YMCA’s mission is effectively delivered to the community. The Membership Director will guide, assist, and manage the membership team.

Key Responsibilities

• Ensures programs and services meet community needs
• Promotes program and membership enrollment in interactions with existing and potential members. Coordinates program registration, including logistics to support phone, walk-in and web registration. Coordinates with marketing efforts to maximize enrollments and provides ongoing support to Program Directors on related issues.
• Ensures proper implementation of front desk procedures. Reviews and updates desk procedures and communicates changes to staff in a clear, concise way.
• Participates in the planning of the annual budget; manages and implements the approved budget for membership and takes appropriate action to correct variances.
• Leads membership staff and volunteers effectively; recruits and hires diverse staff; onboards and develops them for success.
  
  

Membership Growth And Retention

• Implement Association strategies to recruit new members and retain existing ones, analyzing membership trends to inform decision-making.
• Collaborate with branch program directors to increase retention of existing members.
• Promote program enrollment and develop initiatives that address member feedback and community needs.
• Conduct membership consultations, facility tours, and ensure member satisfaction through regular engagement.
• Measure tour-to-join ratios and adjust strategies to improve the conversion rate of prospective members.
  
  

Customer Service Excellence

• Resolve member issues professionally and ensure follow-up communication.
• Establish and monitor quality standards for customer interactions across all member touchpoints.
  
  

Staff Recruitment, Training And Development

• Hire, train, and supervise membership staff, fostering a culture of excellence and accountability.
• Develop and execute training schedules, including YMCA membership strategies and customer service best practices.
• Provide ongoing coaching, conduct performance evaluations, and develop strategies to motivate staff.
• Facilitate team meetings and training sessions to ensure consistent communication and skills development.
• Regularly meet with supervisor and give membership updates.
  
  

Essential Duties & Responsibilities

• To input, track and analyze data related to their team.
• On a regular basis, rotate through the facility and engage in conversation with established members about their YMCA experience.
• Establish metrics for assessment of programming and membership initiatives and assure the collection, monitoring and analysis of the data.
• Develop, spread and monitor membership budget in accordance with association guidelines and practices.
• To use Listen First and Support Change skills when conversing with members.
• To understand the YMCA Annual Support Campaign.
• Creates a warm and welcoming environment for all who enter the building, communicate and build relationships with member
• Implement strategies that support the recruitment of new members and retention of current members and meet related goals
• Resolve member complaints in a positive and expedient manner
  
  

Education And/or Experience

• A Bachelor's Degree in related field or equivalent combination of education and work experience.
• 3 to 5 years of experience in membership, customer service, or related management roles.
• Outstanding communications skills and analytical planning abilities are necessary in this position.
  
  

Language Skills

• Trained and well versed in Listen First, Support Change and Build Community Techniques would be mandatory once the person is in this position.
• Ability to read and interpret documents such as safety rules, business reports, and procedure manuals as necessary.
• Ability to write routine reports and correspondence and to speak effectively before members or employees of the Association and the public is required.
• Strong writing skills are also required.
• Bilingual ability is a significant asset.
  
  

Reasoning Ability

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists is required.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  
  

Certifications / Training

As required of the program area in which the position serves. See appropriate Greater Providence program quality standards, hiring requirements or state licensing requirements as applicable. All certifications must be renewed in a timely manner in accordance with general YMCA policies.

Must complete Association wide training requirements within the timeframe stated at the time of hire.

Training in Listen First, Support Change and Build Community Techniques to be completed within 90 days of hire date.

Physical Demands

Walking, bending, sitting, typing at a keyboard, driving and on occasion lifting up to 30 lbs. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Summary

YMCA of Greater Providence Team Standards:

• Know our mission and be able to tell our story.
• The mission of the YMCA of Greater Providence is to build healthy spirit, mind and body for all, through programs, services and relationships that are based on our core values of caring, honesty, respect and responsibility.
• Honor your colleagues by being on time, present and fully engaged at all times.
• If you disagree, propose a solution.
• Be accountable for results.
• A commitment to valuing and acting as one YMCA as evidenced by referring to ourselves as employees of the YMCA of Greater Providence.
• Display leadership that requires not only skill, but energy, passion, optimism and creativity.
• Build open and honest communication. Face to face, or voice to voice, is the preferred method of communication with email for information sharing only.
• Deliver exceptional service that is of high value. Build a positive staff team. Be friendly.