Member Relations Director

Job DetailsJob Location: Gary YMCA - Gary, IN 46404Position Type: Full TimePay starting at $21.00 per hour and up based on experience Join us at our Gary YMCA and a set a new standard for member care. About the Role This is a high-impact leadership role responsible for leading the membership experience at the YMCA. You'll oversee membership operations, guide a customer-focused team, and develop strategies that attract new members, deepen engagement, and inspire lifelong connections to the Y. This role is fast-paced, people-centered, and highly visible. Every day, you'll interact with members, coach staff, solve challenges, analyze performance, and collaborate with other departments to ensure every person who walks through our doors feels welcomed, valued, and connected. What You'll Do Lead the day-to-day operations of the Membership Department. Recruit, onboard, train, coach, and develop a high-performing Member Relations team. Create an exceptional member experience by anticipating needs, personalizing interactions, and exceeding expectations. Develop and implement membership recruitment, engagement, and retention strategies that support branch growth. Ensure every prospective member receives a welcoming, cause-driven tour that inspires them to join the YMCA community. Build meaningful relationships with members and connect them to programs, services, and opportunities that support their goals. Respond promptly and professionally to member questions, concerns, and feedback while identifying opportunities to improve the member experience. Manage department scheduling, payroll, and daily staffing needs. Monitor membership performance, tour-to-join conversion rates, retention metrics, and department budgets. Utilize CRM and reservation systems to support operational excellence and member engagement. Partner with branch leadership to support the YMCA Annual Campaign, special events, and community outreach efforts. Demonstrate flexibility by supporting branch operations and organizational priorities as needs evolve. What We're Looking For A people-first leader who enjoys building relationships and developing others. A customer service professional who believes every interaction matters. Someone who is energized by coaching teams, achieving goals, and creating a welcoming culture. A strategic thinker who uses data and performance metrics to improve results. A confident communicator who can navigate challenges with professionalism and empathy. A collaborative leader who enjoys working across departments to create exceptional experiences. Someone who is passionate about serving the community and living the YMCA mission every day. This Role Might Not Be a Fit If… You prefer a behind-the-scenes role with limited interaction with people. You're uncomfortable leading a team, coaching employees, or holding others accountable. You prefer a slow-paced or highly predictable work environment. You don't enjoy balancing customer service, leadership, sales, and administrative responsibilities. You're uncomfortable addressing member concerns, resolving conflict, or making decisions in the moment. You prefer working independently rather than collaborating across multiple departments. You're unable to work a flexible schedule that may include evenings, weekends, and holidays. Why You'll Love It Here Help create meaningful experiences that positively impact members and families every day. Build lasting relationships while strengthening your community. Lead a passionate team dedicated to service, inclusion, and belonging. Join one of the fastest-growing YMCA associations in the country. Shape membership growth, engagement, and organizational success. Enjoy opportunities for leadership development and career advancement within the YMCA. What You Bring Associate's degree in business, communications, recreation, hospitality, or a related field preferred (or equivalent experience). Three (3) or more years of leadership experience, preferably in membership, hospitality, customer service, retail, recreation, or nonprofit environments. Experience supervising, coaching, and developing employees. Strong interpersonal, communication, and conflict-resolution skills. Excellent organizational skills with the ability to manage multiple priorities. Results-driven mindset with strong planning and problem-solving abilities. Proficiency in Microsoft Office 365 and experience using CRM or membership management software. Ability to build relationships with individuals from diverse backgrounds and communities. Commitment to delivering exceptional customer service and advancing the YMCA mission. What the Job Is Really Like You'll spend your day balancing leadership, relationship-building, problem-solving, and operational responsibilities. No two days are exactly alike—you may coach staff during the morning, welcome prospective members with a cause-driven tour, resolve a member concern, review membership trends, collaborate with department leaders, and finish the day recognizing team accomplishments. You'll be one of the first leaders members interact with, making your ability to create welcoming experiences essential to the success of the branch. Success requires flexibility, emotional intelligence, organization, strong communication, and a genuine passion for helping people feel like they belong. While you'll spend time using technology and analyzing reports, the heart of this role is building relationships—with members, staff, volunteers, and the community. Our benefits include: Health care medical coverage Dental and vision insurance Employer-paid Long-Term Disability (LTD) and Life Insurance Generous Paid Time Off (PTO) 12% employer retirement contribution Complimentary YMCA family membership 50% discount on most YMCA programs Ongoing professional development and leadership development opportunities We encourage our staff to take full advantage of YMCA programs and facilities to support their own health, well-being, and work-life balance. Our Mission To put Christian principles into practice through programs that build healthy spirit, mind, and body for all. #J-18808-Ljbffr Crossroads YMCA