Membership Director

Metropolitan YMCA Of The Oranges Inc; Livingston (NJ); On-site; USD 90,000 - 130,000; Full time

Job summary

West Essex YMCA seeks a Membership Director to lead membership development, sales, retention, engagement, and service across the branch. This role partners with branch leadership to drive growth, align initiatives, and strengthen the overall member experience.

You will oversee data systems (SGA Pulse), membership transactions, and financial reconciliation while guiding staff to deliver exceptional service in a values-driven environment.

Qualifications

• Bachelor's degree in Business, Recreation, Marketing, or Communications preferred.
• 3 years of leadership experience with 2 years in staff supervision.
• Customer service, sales, relationship-building, and analytical skills required.
• Proficiency in Microsoft Office Suite required.
• CPR/AED and First Aid certification preferred or required.

Responsibilities

• Provide strategic leadership and oversight of membership sales, retention, engagement, and member service initiatives.
• Collaborate with branch leadership and cross-functional teams to align membership strategies with goals.
• Partner with Program Directors for launches, program integration, and communication.
• Serve as branch expert for SGA Pulse and ensure data accuracy.
• Process and oversee membership transactions and account changes.
• Maintain accurate membership records with data audits and quality-control.
• Utilize dashboards to analyze trends, monitor performance, and inform decisions.
• Monitor membership financial activity and ensure timely reconciliation and reporting.
• Develop strategies to increase membership sales, retention, engagement, and value.
• Establish and monitor member satisfaction metrics (NPS, Listen360).
• Translate feedback into actionable plans to improve member experience.
• Support community engagement, outreach, and marketing to attract new members.
• Foster a welcoming, professional membership environment reflecting YMCA values.
• Promote accountability, hospitality, teamwork, and continuous improvement.
• Participate in association committees, trainings, and organizational initiatives.
• Collaborate on strategic planning and performance goals.
• Monitor key KPIs and report results, challenges, and opportunities.
• Identify operational efficiencies and improve accuracy and service delivery.
• Lead and support membership staff to ensure high performance.
• Perform other duties to support West Essex YMCA and the association.

Skills

Customer service

Sales

Relationship-building

Analytical skills

Education

Bachelor's degree in Business, Recreation, Marketing, or Communications

Tools

Microsoft Office Suite

SGA Pulse

Job description

The Membership Director provides strategic leadership and operational oversight for all aspects of membership development, sales, retention, engagement, and service at the West Essex YMCA. This position works collaboratively with branch and association leadership to drive membership growth, ensure operational accuracy, strengthen the member experience, and support the YMCA’s overall mission and strategic priorities.

Roles & Responsibilities:

• Provide strategic leadership and oversight of membership sales, retention, engagement, and member service initiatives.
• Collaborate closely with branch leadership and cross-functional teams to align membership strategies with overall branch goals and priorities.
• Partner with Program Directors to ensure accurate and timely membership launches, program integration, and communication.
• Serve as the branch expert and administrator for SGA Pulse, ensuring effective utilization of the system and accurate membership-related data.
• Process and oversee membership transactions, including new memberships, upgrades, downgrades, transfers, cancellations, and other account changes.
• Maintain accurate membership records through regular data audits, quality-control processes, and ongoing data integrity efforts.
• Utilize membership and operational dashboards extensively to analyze trends, identify opportunities, monitor performance, and inform strategic decisions.
• Monitor membership financial activity and ensure accurate and timely financial reconciliation, reporting, and follow-up.
• Develop and implement strategies to increase membership sales, retention, engagement, and overall member value.
• Establish and monitor member satisfaction metrics, including NPS (Net Promoter Score) and Listen360, to identify trends and opportunities for improvement.
• Translate member feedback and satisfaction data into actionable plans that improve the member experience and strengthen retention.
• Support and expand community engagement, outreach, and marketing efforts designed to attract new members and deepen relationships with existing members.
• Foster a welcoming, professional, and service-oriented membership environment that reflects YMCA values and creates a positive experience for all members and guests.
• Establish a culture of accountability, professionalism, hospitality, teamwork, and continuous improvement within the membership operation.
• Participate in Association committees, trainings, strategic initiatives, annual fundraising efforts, and other organization-wide activities as assigned.
• Collaborate with Association and branch leadership on membership initiatives, strategic planning, performance goals, and organizational priorities.
• Monitor key membership performance indicators and communicate results, challenges, and opportunities to leadership.
• Identify operational efficiencies and implement processes that improve accuracy, service delivery, staff effectiveness, and member satisfaction.
• Provide leadership, guidance, and support to membership staff to ensure consistent standards, strong performance, and exceptional member service.
• Perform other duties and responsibilities as assigned in support of the mission and goals of the West Essex YMCA and the YMCA Association.

Requirements

• Bachelor's preferred in Business, Recreation, Marketing, Communications.
• 3yrs leadership experience, 2yrs staff supervision.
• Experience with SGA Pulse preferred.
• Emphasis on customer service, sales, relationship-building, and analytical skills.
• Proficiency in Microsoft Office Suite.
• CPR/AED and First Aid required.