Vice President of Membership Experience & Growth

POSITION SUMMARY:

The Vice President of Membership Experience & Growth provides strategic and operational leadership for the YMCA of Greater Montgomery's membership enterprise across 17 branch locations . This executive role is responsible for driving membership growth, engagement, retention, and staff excellence , ensuring that every member interaction reflects the YMCA's mission, values, and commitment to community impact.

This leader will build and execute a comprehensive, association-wide membership strategy that positions membership as the front door to the YMCA-connecting individuals and families to programs, relationships, and life-changing experiences. The Vice President of Membership Experience & Growth will directly lead and develop branch membership leaders and teams, establish consistent standards of excellence, and cultivate a culture of hospitality, accountability, and growth through a focus on "experience".

OUR CULTURE:
Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

ESSENTIAL FUNCTIONS:

Strategic Membership Growth & Revenue Leadership

1. Develop and lead an association-wide membership growth strategy focused on recruitment, engagement, and retention across all branches.
2. Establish clear membership goals, benchmarks, and performance indicators aligned with organizational financial and mission outcomes.
3. Partner with the senior leadership to align membership growth with overall association strategy, budget, and community impact goals.
4. Champion innovative approaches to membership models, pricing strategies, and access pathways that expand reach while honoring the Y's mission.

Member Experience & Engagement

1. Ensure a consistent, high-quality member experience across all 17 locations, from first contact through long-term engagement.
2. Create and oversee systems that foster a welcoming, inclusive, and relationship-driven culture at every membership touchpoint.
3. Lead initiatives that strengthen member loyalty, sense of belonging, and program participation.
4. Utilize member feedback, data, and insights to continuously improve service delivery and engagement strategies.

Leadership of Membership Teams

1. Provide direct leadership, coaching, and accountability to branch membership directors and teams serving as the "face of the Y."
2. Establish training, onboarding, and professional development systems that build confident, high-performing membership staff across the association.
3. Promote leadership behaviors that reflect YMCA Cause-Driven Leadership competencies, including collaboration, communication, and community-building.
4. Build a pipeline of membership talent capable of advancing into broader YMCA leadership roles.

Training, Standards & Systems

1. Design and implement association-wide membership training programs , tools, and playbooks to ensure consistency and excellence across branches.
2. Set and monitor operational standards related to membership sales, onboarding, engagement, and retention.
3. Partner with operations, finance, marketing, and program teams to ensure seamless integration of membership systems and practices.
4. Leverage technology and data to track performance, identify trends, and inform decision-making.

Community Presence & Brand Alignment

1. Serve as an ambassador for the YMCA's mission, values, and brand through member interactions and community engagement.
2. Collaborate with marketing and communications teams to align membership messaging with the YMCA's brand promise and community impact.
3. Represent the association in community partnerships, events, and initiatives that support membership growth and visibility.

LEADERSHIP COMPETENCIES:

• Mission Advancement
• Collaboration
• Operational Effectiveness
• Developing & Inspiring People
• Communication & Influence
• Change Leadership

QUALIFICATIONS:

Bachelor's degree in business, nonprofit management, human services, or related field required; Master's degree preferred.

Seven (7) or more years of progressive leadership experience in membership, customer experience, sales, or operations.

Strong written, verbal, and interpersonal communication skills.

Ability to relate effectively to diverse groups of people from all social and economic segments of the community.

Experience leading multi-site or association-wide teams preferred.

YMCA experience strongly preferred.

YMCA Organizational Leader certification preferred (or ability to obtain within required timeframe).

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.
• The employee frequently is required to sit and reach, and must be able to move around the work environment.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
• The noise level in the work environment is usually moderate.

Pay Range: $90,000 - $100,000 per year