Membership Director

YMCA of Greater hartford Job Description

Job Title: Membership Director

FLSA Status: Exempt Job Grade:


Primary Department: Membership

Reports to: Executive Director

Revision Date: 02/05/2026 Leadership Level: Leader

The YMCA of Greater Hartford is an association open to all committed to helping people reach their potential in spirit, mind, and body. Our commitment is based on the belief that the purpose of this three-fold development is to live out the values of Caring, Honest, Respect and Responsibility.

POSITION SUMMARY:

Under the direction of the Executive Director, the Membership Director is responsible for the overall planning, development, implementation and follow-through of the membership sales and engagement process and providing leadership and direction to the Membership staff for assigned branch. The Membership Director ensures that all membership strategies and procedures are implemented at the branch level and acts as a champion and spokesperson for the GHYMCA membership initiatives in the community.

ESSENTIAL FUNCTIONS:

• Creates a warm and welcoming environment for all who enter the building, communicate and build relationships with members
• Leads Membership team with positive, 'can do' attitude, ensures policies and procedures are followed and creates opportunities to increase staff engagement
• Fosters a climate of innovation and engagement, ensuring that all sales and net activity goals are met
• Implements strategies that support the recruitment of new members and retention of current members and meet related goals
• Acts as lead for member value added child watch service areas which enhance and have a positive impact on member satisfaction
• Recruits, hires, trains, supervises, provides professional development opportunities and when necessary, terminates all Membership staff, provide supervision to other staff as needed (i.e. Child Watch or Amazing Kids)
• Develops and maintains budget, monitors expenses and generates reports as needed
• Manages financial assistance budget, reviews and approves financial assistance awards.
• Monitors payroll expenditures and ensures that they are within budget, takes appropriate steps to address issues as identified
• Identify membership trends, provide solutions to improve collections
• Develops and implements membership sales and retention plans, including marketing and promotion
• Utilize software systems to set up programs, run and analyze reports
• Resolve member complaints in a positive and expedient manner
• Monitor member satisfaction via surveys, recommend/implement changes to increase satisfaction ratings
• Ensure proper signage/marketing/branding
• Develops and distributes all membership communication and marketing pieces in accordance with Association guidelines
• Implement and monitor branch social media platforms in accordance with Association guidelines
• Represents the GHYMCA in business and community groups, develops working relationships with local business/community groups
• Develops and implements recognition program for members
• Develops and implements processes and procedures to ensure high quality customer service
• Prospects, secures and services Corporate memberships
• Plan and attend new member acquisition and current member retention events
• Plan and organize team meetings
• Coordinate/participate in fundraising activities
• Final approval for any membership refunds
• Act as Director on Duty as assigned
• Attend meetings as assigned
• Other related duties as assigned

QUALIFICATIONS:

1. Bachelor's degree in related field preferred or Equivalent combination of education and experience.
2. YMCA Team Leader certification preferred.
3. Previous supervisory experience in customer service preferred.
4. Excellent computer skills, working knowledge of Excel, Work and Outlook, and understanding of data collection/ability to gather and monitor information.
5. Demonstrated analytical and critical thinking skills.
6. Be flexible and be able to multi-task.

PHYSICAL REQUIREMENT:

• Ability to walk, stand, and sit (including on the floor) for long periods of time.
• Must be able to lift and/or assist children up to 30 pounds in weight.
• Visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergency.
• Must be able to use office equipment
• Must be able to travel via privately maintained vehicle within service area