Member Engagement Director

YMCA; Painesville, Northern (OH, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

The YMCA is seeking a Member Engagement Director to lead day-to-day membership operations and the Member Services team. You will support membership growth, retention, and onboarding while building strong relationships with members and the community.

You will oversee front-desk operations, staff development, and membership transactions, working closely with the Director of Membership Development and branch leadership to promote YMCA programs and community engagement initiatives.

Qualifications

• Bachelor's degree preferred or equivalent education/experience.
• Minimum three years in customer service, membership services, hospitality, sales, nonprofit operations, or related field.
• At least one year of supervisory or team leadership experience.
• Proven ability to build relationships and deliver exceptional customer service.
• Strong verbal, written, organizational, and interpersonal communication skills.
• Proficiency in Microsoft Office and ability to learn membership management software.
• Ability to work flexible schedule including evenings and weekends.

Responsibilities

• Lead day-to-day membership operations and Member Services team.
• Support membership growth, retention, engagement, and onboarding.
• Build strong relationships with members and community.
• Oversee front-desk operations, staff development, membership transactions.
• Collaborate with Director of Membership Development and branch leadership to promote YMCA programs and community engagement initiatives.

Skills

Customer service

Relationship building

Communication

Organizational skills

Interpersonal skills

Education

Bachelor's degree

Equivalent education/experience

Tools

Microsoft Office

Membership management software

Job description

The Member Engagement Director leads the day-to-day membership operations and Member Services team, ensuring a welcoming and positive experience for all members, participants, and guests. This position supports membership growth, retention, engagement, and onboarding while building strong relationships with members and the community. The Director oversees front-desk operations, staff development, membership transactions, and service standards and works closely with the Director of Membership Development and branch leadership to promote YMCA programs, services, and community engagement initiatives.

• Bachelor's degree in a related field preferred; equivalent education and experience will be considered.
• At least three (3) years of experience in customer service, membership services, hospitality, recreation, sales, nonprofit operations, or a related field.
• At least one (1) year of supervisory or team leadership experience.
• Proven ability to build relationships and deliver exceptional customer service.
• Strong verbal, written, organizational, and interpersonal communication skills.
• Proficiency in Microsoft Office applications and the ability to learn membership management software.
• Ability to work a flexible schedule, including occasional evenings and weekends.