Membership Director

Find your next growth opportunity at the Metro Y!

Job Description

The Membership Director provides strategic leadership and operational oversight for all aspects of membership development, sales, retention, engagement, and service at the West Essex YMCA. This position works collaboratively with branch and association leadership to drive membership growth, ensure operational accuracy, strengthen the member experience, and support the YMCA’s overall mission and strategic priorities.

Qualifications

• Bachelor's preferred in Business, Recreation, Marketing, Communications.
• 3yrs leadership experience, 2yrs staff supervision.
• Experience with SGA Pulse preferred.
• Emphasis on customer service, sales, relationship-building, and analytical skills.
• Proficiency in Microsoft Office Suite.
• CPR/AED and First Aid required.

Essential Functions

Provide strategic leadership and oversight of membership sales, retention, engagement, and member service initiatives.
Collaborate closely with branch leadership and cross-functional teams to align membership strategies with overall branch goals and priorities.
Partner with Program Directors to ensure accurate and timely membership launches, program integration, and communication.
Serve as the branch expert and administrator for SGA Pulse, ensuring effective utilization of the system and accurate membership-related data.
Process and oversee membership transactions, including new memberships, upgrades, downgrades, transfers, cancellations, and other account changes.
Maintain accurate membership records through regular data audits, quality-control processes, and ongoing data integrity efforts.
Utilize membership and operational dashboards extensively to analyze trends, identify opportunities, monitor performance, and inform strategic decisions.
Monitor membership financial activity and ensure accurate and timely financial reconciliation, reporting, and follow-up.
Develop and implement strategies to increase membership sales, retention, engagement, and overall member value.
Establish and monitor member satisfaction metrics, including NPS (Net Promoter Score) and Listen360, to identify trends and opportunities for improvement.
Translate member feedback and satisfaction data into actionable plans that improve the member experience and strengthen retention.
Support and expand community engagement, outreach, and marketing efforts designed to attract new members and deepen relationships with existing members.
Foster a welcoming, professional, and service-oriented membership environment that reflects YMCA values and creates a positive experience for all members and guests.
Establish a culture of accountability, professionalism, hospitality, teamwork, and continuous improvement within the membership operation.
Participate in Association committees, trainings, strategic initiatives, annual fundraising efforts, and other organization-wide activities as assigned.
Collaborate with Association and branch leadership on membership initiatives, strategic planning, performance goals, and organizational priorities.
Monitor key membership performance indicators and communicate results, challenges, and opportunities to leadership.
Identify operational efficiencies and implement processes that improve accuracy, service delivery, staff effectiveness, and member satisfaction.
Provide leadership, guidance, and support to membership staff to ensure consistent standards, strong performance, and exceptional member service.
Perform other duties and responsibilities as assigned in support of the mission and goals of the West Essex YMCA and the YMCA Association.

Cause-Driven Leadership Competencies

Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.


Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.


Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.


Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

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