Member Experience & Growth Director

YMCA of the USA; Saint Petersburg (FL); On-site; USD 70,000 - 95,000; Full time

Job summary

YMCA of the USA seeks a Membership Services Director to lead engagement, retention, and administration, driving enrollment and delivering a superior member experience. You will supervise membership staff, develop retention strategies, and promote YMCA programs within the community.

The role emphasizes data-driven improvement, collaboration with branch leadership, and representing the YMCA at outreach initiatives to ensure efficient operations and alignment with organizational goals.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• Minimum 3 years of supervisory experience, including recruiting, training, and evaluating staff.
• Proven track record in customer service and membership retention strategies.
• Excellent organizational, communication, and interpersonal skills.
• Proficiency in standard business software; experience with Salesforce preferred.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Certifications in CPR, First Aid, and AED (or willingness to obtain within 30 days of hire).

Responsibilities

• Develop and implement strategies to connect members with YMCA programs and services, fostering community and reducing attrition.
• Organize and execute membership events and represent the YMCA at community outreach initiatives.
• Analyze membership data to identify growth and retention opportunities, implementing innovative solutions to enhance member satisfaction.
• Respond to member concerns, ensuring a welcoming and supportive environment.
• Recruit, hire, train, and develop membership staff and volunteers to deliver exceptional service.
• Create and manage Membership staff schedules, ensuring adequate coverage and adherence to YMCA standards.
• Maintain a leadership presence at the welcome center to model best practices and coach team members.
• Foster a culture of continuous improvement and innovation, empowering staff to achieve membership and engagement goals.
• Ensure efficient membership administration, including compliance with YMCA policies, procedures, and financial guidelines.
• Develop and manage the membership budget, monitoring performance against revenue and expense targets.
• Oversee membership service procedures, updating as needed and ensuring smooth operations.
• Collaborate with branch leadership to manage facility safety and operations, including MOD responsibilities as needed.
• Partner with the marketing team to execute enrollment campaigns, community outreach, and social media initiatives.
• Promote YMCA programs and services in interactions with members, guests, and the community.
• Support fundraising activities, volunteer recruitment, and special events in alignment with YMCA objectives.

Skills

Supervisory experience

Customer service

Retention strategies

Organizational skills

Communication skills

Interpersonal skills

Salesforce

Flexible hours

CPR First Aid AED

Education

Bachelor’s degree

Tools

Salesforce

Job description

YMCA of the USA seeks a Membership Services Director to lead engagement, retention, and administration, driving enrollment and delivering a superior member experience. You will supervise membership staff, develop retention strategies, and promote YMCA programs within the community.

The role emphasizes data-driven improvement, collaboration with branch leadership, and representing the YMCA at outreach initiatives to ensure efficient operations and alignment with organizational goals.