Membership Director

YMCA of Greater Boston; Woburn (MA); On-site; USD 62,000 - 67,000; Full time

Job summary

The YMCA of Greater Boston is seeking a Membership Director for the North Suburban YMCA. Under the direction of the Associate Executive Director, this role oversees membership sales and service, handling inquiries, training, prospecting, and retention to foster exceptional member service across the Y.

You will hire, train, and supervise membership staff, meet sales goals, manage the membership budget, and collaborate with program directors to improve registration and welcoming processes.

Qualifications

• Bachelor’s degree required.
• 3–5 years’ experience in sales/marketing, hospitality and/or the Health and Wellness field member services.
• Proven ability to establish and maintain favorable relationships required.
• Child Abuse Prevention and All YGB mandatory trainings (within 30 days of employment).

Responsibilities

• Hire, on-board, train, supervise, and evaluate membership representatives.
• Meet and exceed monthly and annual membership prospecting and sales goals.
• Adhere to systems that ensure consistent prospect, new member tracking and follow-up.
• Manage prospects through leads, tours, walk-ins, phone inquiries, referrals, guest passes, terminations, and campaigns.
• Demonstrate excellence in sales and member engagement; proficient in the member management system and YMCA app.
• Ensure all new members are informed of Intro to Personal Training appointments.
• Follow Net Promoter Score (NPS) feedback and act accordingly for follow-up.
• Work with program directors to enhance registration and welcoming processes for members.
• Assist in planning and execution of events such as Healthy Kids Day, 5K Road Race, health fairs, open houses, membership drives.
• Role model fiscal stewardship by developing and managing the Membership Budget.
• Be willing to work openings, closings and weekend shifts.

Skills

Sales

Customer service

Relationship building

Communication

Education

Bachelor’s degree

Tools

Member management system

YMCA app

Job description

Membership Director

Department: Center Staff

Employment Type: Full Time

Location: North Suburban YMCA

Reporting To: Liz Hammond

Compensation: $62,000 - $67,000 / year

Description

Under the direction of the Associate Executive Director, and in accordance with the policies of the YMCA of Greater Boston, the Membership Sales and Services Director is responsible for membership sales and service at the North Suburban YMCA. This individual handles all facets of membership including inquiries, training, prospecting, retention, and establishes and leads a culture of excellent member service throughout the Y.

Key Responsibilities

• Hire, on-board, train, supervise, and evaluate membership representatives
• Meet and exceed monthly and annual membership prospecting and sales goals
• Adhere to systems that ensure consistent prospect, new member tracking and follow-up
• Manage prospects through: leads, tours, walk-ins, phone inquiries, referrals, guest passes, terminations, and prospects from campaigns
• Demonstrate consistent excellence in sales and new member materials, presentations, closing techniques, telephone and in-person service, and prospective member engagement
• Be proficient in our member management system, YMCA app, and other technology supporting the members
• Ensure all new members are informed of Intro to Personal Training appointments, schedule as needed
• Follow and address as needed Net Promotor Score (NPS) member feedback, then act accordingly for follow-up
• Work with program directors to enhance registration and welcoming processes that meet the needs of members
• Assist in the planning and execution of special events and services such as Healthy Kids Day, 5K Road Race, health fairs, open houses, membership drives
• Role model strong fiscal stewardship by developing and managing the Membership Budget
• Be open and willing to work a shift where there is no coverage, including opening, closing and weekend shifts
• Utilizing Listen First skills, engage in active listening with members in order to build relationships, understand individual’s goals and interests and take the initiative to assist in the achievement of those goals
• Participate in staff meetings, and professional training as appropriate
• Maintain a professional image and manner consistent with the YMCA mission and goals

Skills, Knowledge & Expertise

Required Training/ Certifications:

• Child Abuse Prevention (or within 30 days of employment)
• All YGB mandatory trainings (within 30 days of employment)
• Oxygen Administration, First Aid, CPR/AED for the Professional Rescuer
• Others to be determined

Education/Experience:

• Bachelor’s degree required
• At least three – five years’ experience in sales/marketing, hospitality and/or the Health and Wellness field member services
• Proven ability to establish and maintain favorable relationships required

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