Director of Member Experience & Growth

Greater Austin YMCA; Austin (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Greater Austin YMCA is seeking a Membership Director to lead a welcoming, service-focused team and build consistent membership operations that feel personal and purposeful.

You will drive member engagement, oversee front desk and onboarding, and guide strategies for growth, retention, and revenue while maintaining strong community partnerships. This role emphasizes inclusive leadership and adherence to YMCA values.

Qualifications

• 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.
• Bilingual in Spanish and English is preferred.

Responsibilities

• 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.
• 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.

Skills

Customer service

Sales

Member engagement

Team supervision

Communication

Education

Bachelor’s degree (related field)

Tools

CRM systems

Database systems

Payment systems

Job description

Greater Austin YMCA is seeking a Membership Director to lead a welcoming, service-focused team and build consistent membership operations that feel personal and purposeful.

You will drive member engagement, oversee front desk and onboarding, and guide strategies for growth, retention, and revenue while maintaining strong community partnerships. This role emphasizes inclusive leadership and adherence to YMCA values.