Senior Membership Director

C-Suite HR Executive | Talent Strategy | Organizational Development | Employee Engagement | Change Management | Total Rewards | DEIB | Nonprofit &…

OUR CULTURE:

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world.

We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

The Senior Membership Experience Director provides critical leadership to the Center Membership and Family Experience teams. This role assists the District Vice President/Executive Director in supervising Membership Experience Leaders, the Family Experience Coordinator, and the Family Experience Leaders.

The Senior Membership Experience Director is responsible for membership revenue achievement, membership sales, renewals, and prospect follow-up as directed, the administration and management of Family Programs, Stay ‘N Play, Interactive Zone, and Birthday Party rentals. They provide operational leadership in the development of new programs and ensure high standards of quality across all offerings, delivering excellent service to members, guests, and program participants.

This role also involves responding to member and guest needs, promoting memberships and programs, and maintaining the cleanliness and organization of the facility.

• Supports the association’s overarching goals and objectives.
• Ensures strong fiscal management in all areas of responsibility.
• Plans, develops, and implements engaging programming for Stay ‘N Play, Interactive Zone, Youth and Family Programs, and related offerings.
• Implements sales and membership strategies provided by the Vice President of Membership Success to support the recruitment of new members and the retention/engagement of existing members. This includes achieving sales goals, prospect closing ratios, 13-month retention targets, membership revenue, and secret shopping goals.
• Effectively communicates the YMCA mission and objectives to the wider community.
• Actively participates in assigned aspects of the Impact Fund.

• Supports the District Vice President/Executive Director by managing and providing leadership to the Membership, Youth Programs, Family Programs, Stay ‘N Play, and Interactive Zone areas.
• Provides direct service in Membership, Youth Programs, Family Programs, Stay ‘N Play, and Interactive Zone areas as needed.
• Supervises the Membership Experience Leader, Family Programs, Stay ‘N Play, Interactive Zone, and Birthday Party rentals teams, as well as the Family Experience Coordinator, to ensure members and prospects receive exemplary customer service during all interactions.
• Schedules personnel as needed to uphold excellent sales and service standards.
• Works a flexible schedule, including covering staff shortages, to ensure centers are adequately staffed.
• Problem‑solves challenging situations and develops creative solutions to address issues effectively.
• Suggests innovative strategies to meet sales goals.
• Promotes program and membership enrollment during interactions with existing and potential members, in conjunction with marketing efforts, to maximize sales.
• Coordinates program registration, including logistics to support phone, walk‑in, and web registration.
• Ensures proper implementation of member service procedures. Reviews and updates membership procedures, communicating changes to staff. Coordinates with the Resource Operations Center (ROC) as necessary on financial transactions.
• Organizes membership events at the YMCA and represents the YMCA at community events to promote its mission.
• Plans, develops, and implements programming for Stay ‘N Play, Interactive Zone, Youth and Family Programs, and related programs.
• Manages the purchase, inventory, and…