Member Experience & Growth Director

YMCA of the USA; Colorado Springs (CO); On-site; USD 70,000 - 100,000; Full time

Job summary

The YMCA of the USA is seeking a Membership Sales Director to lead branch membership sales, retention, and member experience. This hands-on leader coaches the membership team, manages staffing and performance, and works across the facility to connect members to YMCA programs and achieve revenue and growth goals.

The role emphasizes a welcoming culture, data-driven decisions, and collaboration with the Branch Leadership Team to drive community impact and financial targets.

Qualifications

• Bachelor’s or equivalent experience in related field.
• 3+ years in leadership within membership sales, customer service, retail sales, or program management.
• Proven success coaching customer-facing teams and hitting sales/retention targets.
• Ability to analyze membership, revenue, retention, staffing, and productivity data.
• Strong communication, relationship-building, organization, and conflict-resolution skills.
• YMCA Team Leader certification preferred; CPR/AED, First Aid, and Emergency Oxygen certifications required or obtained.

Responsibilities

• Lead branch membership sales, retention, and member experience.
• Coach staff and manage staffing and performance at the welcome desk and facility.
• Achieve revenue and membership goals through plans, tours, referrals, and outreach.
• Monitor and improve sales activity and staff performance to meet targets.
• Lead branch fundraising participation for annual campaigns and financial assistance initiatives.
• Drive retention strategies and strengthen member loyalty.
• Ensure high-quality member onboarding and engagement within the first 90 days.
• Maintain a visible, hospitality-driven presence at the welcome desk and throughout the facility.
• Coordinate with Branch Leadership Team on financial, program, and community-impact goals.

Skills

Leadership experience

Coaching

Customer service

Sales and retention

Communication

Relationship-building

Organizational skills

Conflict resolution

Diversity & inclusion

CPR/AED First Aid**

Education

Bachelor’s degree in business, recreation, human services, or related field

Tools

Daxko

Job description

The YMCA of the USA is seeking a Membership Sales Director to lead branch membership sales, retention, and member experience. This hands-on leader coaches the membership team, manages staffing and performance, and works across the facility to connect members to YMCA programs and achieve revenue and growth goals.

The role emphasizes a welcoming culture, data-driven decisions, and collaboration with the Branch Leadership Team to drive community impact and financial targets.