Director of Member Experience & Engagement

YMCA of the USA; Jacksonville (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

YMCA of Florida’s First Coast seeks an Association Membership Director to create a welcoming, relationship-centered membership experience across branches. Reporting to the SVP, Chief Membership and Marketing Officer, this leader ensures that membership means belonging, growth, and communityconnection—not just facility access.

The Director will guide onboarding, retention, and engagement efforts, lead the Director of Member Intelligence and Corporate Membership Director, and collaborate with

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 5+ years of leadership in membership, customer experience, or operations across locations.
• Proven track record improving retention, service, and engagement.
• Experience building onboarding, retention programs, and service standards.
• Strong analytical skills to translate data into actions.
• Excellent leadership, coaching, and communication.
• Willingness to travel across First Coast YMCA locations and evenings/weekends.

Responsibilities

• Lead onboarding and welcome programs to deepen member engagement.
• Strengthen engagement and respond to member needs across branches.
• Encourage referrals and drive retention through relationship-building.
• Collaborate with branch operations, programs, marketing, finance, and health teams.
• Travel among First Coast YMCA locations as needed.

Skills

Leadership

Customer experience

Retention

Sales

Hospitality

Operations

Data analysis

Communication

Education

Bachelor’s degree

Tools

Microsoft Office

Daxko Operations

Daxko Engage

Job description

YMCA of Florida’s First Coast seeks an Association Membership Director to create a welcoming, relationship-centered membership experience across branches. Reporting to the SVP, Chief Membership and Marketing Officer, this leader ensures that membership means belonging, growth, and communityconnection—not just facility access.

The Director will guide onboarding, retention, and engagement efforts, lead the Director of Member Intelligence and Corporate Membership Director, and collaborate with