ASSOCIATE DIRECTOR, MEMBER SERVICES

Job Description

Job Description

POSITION SUMMARY:

Under the direction of the Member Services Director, the Associate Director, Member Services is responsible for supporting all aspects of a high-quality YMCA member experience and the day-to-day operations of the Member Services department. This includes but is not limited to revenue generation, sales, retention, and ensuring exceptional customer service through the Family Center Welcome Centers.

The Associate Director is one of two Associate Director positions responsible for providing strong leadership to the Member Services team. This role oversees staff hiring, training, coaching, and performance management while fostering a culture of excellence in customer service and continuous improvement. The Associate Director develops staff, sets clear expectations, and ensures accountability to support a high-performing team.

Additionally, the Associate Director ensures a team approach across the organization, fostering a collaborative and supportive environment that strengthens connections between departments. By promoting open communication, shared goals, and a member-first mindset, this position helps to create a seamless and unified experience for staff and members alike, reinforcing the YMCA’s mission and values.

ESSENTIAL FUNCTIONS:

Welcome Center Operations

• Collaborates with the Member Services Director to oversee the overall operations of the Welcome Center, ensuring alignment with the YMCA’s mission, values, and service standards.
• In partnership with the Member Services Director, ensures both Welcome Center locations within the Family Center are appropriately staffed and supported, maintaining a visible leadership presence and high level of service throughout all hours of operation.
• Maintains a welcoming, member-centered environment by ensuring the cleanliness, organization, and brand compliance of the Welcome Center, Member Services office, and lobby.
• Ensures the proper implementation of Welcome Center procedures, regularly auditing, reviewing, and updating desk protocols. Communicate any updates to staff in a timely and effective manner.
• Manages the registration process for members and non-members, ensuring accuracy, efficiency, and a seamless experience.
• Fosters strong relationships among YMCA staff, members, volunteers, and the broader community, enhancing engagement and a sense of belonging.
• Develops and implements staff motivation strategies to drive performance, enhance customer service and achieve organizational goals.
• Continuously builds and develops a dynamic staff team that fosters meaningful relationships with members, enhancing engagement and creating a more connected and welcoming member experience.

Welcome Center Staff Leadership and Professional Development

• In coordination with the Member Services Director, leads, supports, and develops the Member Services team at the Welcome Center, ensuring excellence in operational efficiency, customer service, and member engagement while upholding the YMCA’s four Core Values.
• Supervises, mentors, and provides ongoing coaching to the Member Services Managers and Specialists to ensure best–in-class member experience.
• Collaborates in the recruitment, hiring, onboarding, scheduling, training and professional development of the Welcome Center and Kids Central staff and volunteers, fostering a high-performing and member-focused team.
• Conducts regular performance reviews and provides feedback to staff, implementing improvement plans as needed to enhance service and operational standards.
• Completes payroll for designated reports and resolves or reports any issues to Member Services Director and Human Resources as needed.
• Actively and proactively manages staffing schedules for both Welcome Center locations in collaboration with the Member Services Director, ensuring adequate coverage during all operating hours. Serves as a visible leadership presence and emergency substitute as needed, including early mornings, evenings, weekends, and holidays. Develops, implements, and maintains a comprehensive job training program for all Member Service Representatives, covering customer service, YMCA database systems, policies, and operations, while consistently updating information to enhance knowledge across all programs and offerings at both centers and off-site locations.
• Provides continuing education and development opportunities for Welcome Center and Kids Central staff, including YUSA training, skill-building workshops, and regular staff meetings.
• Ensures all staff are up to date with required certifications and manages a tracking system; proactively schedules training where and when needed.
• Leads and facilitates staff meetings and other team-related discussions to ensure clear communication, alignment, and continuous improvement.

Member Acquisition & Engagement

• Implements targeted strategies for new member acquisition, including proactive prospecting, lead generation and tracking through outbound calling, emailing and community engagement efforts.

• Engages and follows up with prospective members using a relationship-based approach, ensuring alignment with the YMCA’s mission and strategic membership growth goals. Ensures seamless execution of Sales Force procedures, maintaining accurate and up-to-date prospects and member data to drive informed decision making.
• Supports the Member Services Director in achieving membership sales goals by executing marketing initiatives that align with the YMCA’s broader outreach and engagement efforts. Serves as lead trainer for the family center for facility tours using the YUSA Cause-Driven Tours model to effectively communicate the value of YMCA membership and programs.
• Analyzes and reports key membership metrics, including prospect engagement, new joins and terminations on a weekly, monthly, and quarterly basis to assess trends and inform strategies. Conducts outreach to individuals who purchase membership online, ensuring they receive a warm welcome and are connected to YMCA programs and services.

• Maintains accurate records of new memberships and terminations regularly auditing for accuracy and completeness.

• Collaborate with Member Services Director and Health and Wellness Director to enhance new member onboarding experiences, promote fitness engagement and connect members to programs that support retention and long-term involvement. Stays informed of market trends, competitors’ offers, providing insights to the Management Team to enhance strategies and remain competitive in the community.

Additional Member Services Responsibilities

• Serves as a knowledgeable resource on all YMCA programs, policies, and membership offerings to effectively assist and engage members.
• Provides outstanding customer service by building positive relationships with members and ensuring a welcoming environment.
• Conducts facility tours with a consultative approach, helping prospective members find programs that align with their needs.
• Supports department operations in the absence of the Member Services Director, including promotions, reporting, financial assistance, and member concerns, while modeling professionalism and problem-solving skills.
• Encourages member engagement by promoting participation in facility orientations, programs, and volunteer opportunities.
• Advocate for the YMCA’s mission by articulating its values, benefits, and the impact of philanthropy, including encouraging contributions to the annual campaign.
• Participate in professional development organizations such as YPN and the Membership Peer Community to stay current on industry trends and best practices.
• Completes additional duties as assigned.

Philanthropy :

All YMCA staff are accountable for understanding the organization’s charitable status and mission to assure access for all through active participation in fundraising and philanthropy efforts. Work with the Development Team, HR and key philanthropy volunteers to increase your understanding and skill set.

• Hold staff accountable for participating in the annual campaign by identifying and recruiting member volunteers and soliciting donations.
• Assist in achieving the department’s annual support campaign goal by directly and personally participating in campaign efforts and ongoing fundraising by identifying new volunteers and potential new donors. Recruit volunteer campaigners for the annual campaign; secure their campaign gift and assist them in achieving the department goal and the overall goal.

WORKING CONDITIONS:

• Ability to work in excess of a 40-hour week with irregular work hours, including evenings, weekends AND holidays to meet organizational needs.
• Ability to walk, stand, and sit for long periods of time while maintaining alertness for several hours at a time. May also require bending, kneeling, leaning.
• Potential exposure to communicable diseases and bodily fluids is possible. Able to administer first aid.
• Must be able to lift and carry up to 30 pounds.
• Ability to speak concisely and effectively communicate.
• Visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergency.
• Ability to view/enter data for long periods of time.

QUALIFICATIONS:

• Bachelor's degree in related field preferred.
• 3+ years supervisory experience in customer service.
• Experience managing department budgets, staffing schedules and staff payroll accounting.
• Proficient in Microsoft Office and use of computers, database management experience preferred.
• YMCA Team Leader Certification encouraged.

Abuse Prevention Responsibilities:

All employees are expected to maintain boundaries, follow mandated reporting requirements, and uphold our policies and procedures to protect youth and participants. This includes attending required trainings. reporting suspicious or inappropriate behaviors and adhering to procedures that minimize risk. Supervisors are also responsible for providing oversight, feedback, and accountability to ensure staff and volunteers follow these standards. Our organization is committed to creating a safe environment.