Membership Director (Southwest)

Every person who walks through the doors of the Y is looking for more than a place to work out, register for a program, or ask a question — they are looking for connection, support, and a sense of belonging. The Membership Director helps bring that experience to life by leading a welcoming, service-focused team and creating consistent, thoughtful membership operations that make every interaction feel personal and purposeful. Through strong relationship-building, member engagement, and operational leadership, this role helps grow and retain membership by ensuring individuals and families feel seen, supported, and connected to the Y community. How You Will Make an Impact Performance Achievement & Results Hold membership teams accountable for high performance and achievement of center and association membership goals. Lead membership strategies that support growth, retention, engagement, and revenue objectives. Hire, coach, and manage direct reports, ensuring alignment with association people practices and service standards. Use membership data, trends, and reports to monitor performance, identify opportunities, and support decision-making. Model inclusive leadership behaviors and create a team culture where staff feel supported, prepared, and accountable. Ensure adherence to association policies, safety protocols, and membership procedures. Promote and incorporate the YMCA five core values and attributes. Member Relations & Experience Prioritize relationship‑building with members, guests, program participants, volunteers, and YMCA stakeholders. Ensure members and guests are welcomed, supported, and connected to programs, services, and opportunities that meet their needs. Respond to member questions, concerns, and feedback in a courteous, friendly, and professional manner. Support a positive member journey from first visit through ongoing engagement and retention. Partner with center leaders and program teams to improve communication, service consistency, and member satisfaction. Ensure all membership interactions reflect excellent customer service and a welcoming YMCA experience. Membership Operations & Management Guide, direct, and oversee membership operations, front desk functions, member onboarding, and related member services. Establish operating standards and service expectations to ensure quality, consistency, accuracy, and efficiency. Support membership sales, tours, follow‑up efforts, and outreach activities to achieve enrollment and engagement goals. Maintain accurate membership records, registrations, account updates, payment information, and related documentation. Train staff on membership systems, processes, financial assistance procedures, and service expectations. Develop and maintain collaborative relationships with community partners, members, and internal teams to increase YMCA visibility and engagement. Develop, monitor, and manage membership budgets to meet fiscal objectives, control expenses, and achieve financial targets. Coordinate with operations, programs, and facility teams to support smooth center operations and member‑facing activities. Participate in fundraising initiatives, including the Annual Campaign. Contribute to strategic Impact Group meetings and other organizational initiatives. Complete other duties as assigned. What You Bring to the Y Bachelor’s degree in business, communications, hospitality, nonprofit management, or a related field is required or equivalent experience. 2 to 3 years of customer service, sales, member engagement, and retention strategies, including experience supervising and developing teams. Experience using membership, CRM, registration, or database systems to manage member accounts, track activity, and support reporting. Ability to analyze membership trends, retention data, and service feedback to identify opportunities and make informed decisions. Experience resolving member concerns, de‑escalating issues, and supporting a positive member experience. Knowledge of basic accounting, finance, budgeting, and account management principles is essential. Experience with scheduling, front desk operations, service standards, and daily membership operations is preferred. Knowledge of financial assistance, scholarship, or access‑related processes is preferred. Bilingual in Spanish and English is preferred. Physical Requirements: The role involves frequent movement around the facility, including standing for extended periods, walking, and occasionally lifting. You will need to be able to manage and oversee events and program activities, which requires physical agility and alertness. Reasonable accommodations will be provided to enable individuals with disabilities to perform essential functions. About Us The Greater Austin YMCA is a dynamic force elevating quality of life in Greater Austin by boldly expanding access for all children, adults, families and seniors in our rapidly growing community. For nearly 75 years, the Greater Austin YMCA has evolved to address each community's greatest needs, touching every phase of life and nurturing happier, healthier people, a stronger community and a better world. We believe everyone deserves access to high-quality programs that keep our community strong. As a proud 501(c)(3) nonprofit, we provide financial assistance to expand access so community members can learn, grow, and thrive through our early learning academies, fitness and wellness centers, youth programs, workforce development, adult programming, mental health counseling, and more. Each year, the Y serves nearly 140,000 people across Travis and Hays counties through seven fitness and wellness centers, more than 55 licensed campuses in four school districts, two YMCA Tomorrow Academy™ locations, and Camp Moody, our outdoor Adventure camp. Globally, the YMCA is one of the oldest and largest youth‑serving organizations in the world, united by our commitmentto a better future -- for all. Additional Information: The organization has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. The Greater Austin YMCA provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Greater Austin YMCA complies with applicable state and local laws governing non‑discrimination in employment in every location in which we have employees. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. We Take Care of Our People Our mission isn't just a statement--it's a guiding force that shapes our actions every day. Rooted in our unwavering commitment to serving our community and esteemed team members, our mission is a true way of life. We're passionate about fostering health and wellness for all, and we're truly excited to introduce the following comprehensive benefits package that has been thoughtfully designed to prioritize your well-being. Health Insurance: We provide comprehensive health coverage, including medical, dental, and vision plans, to ensure the well‑being of our employees. Retirement Savings Plan: We offer a 12% employer‑funded retirement plan upon meeting eligibility, empowering employees to plan for their future. Paid Time Off: Work‑life integration is important to us, which is why we provide up to 48 days of paid time off over vacation, holidays, and sick leave. Additional Perks: Free household membership to facilities operated by the Greater Austin YMCA, which is worth $1,200+ annually. Pay Range $51,000 - $55,000 annual salary, DOE #J-18808-Ljbffr Austin YMCA