Membership Director - Druid Hill

Socket.dev; Baltimore (MD); On-site; USD 70,000 - 110,000; Full time

Job summary

The YMCA of Central Maryland is seeking a Membership Director for the Family Center to oversee membership operations, grow new members, retain current members, and ensure high-quality service aligned with association standards.

The role leads membership staff, drives outreach to local businesses and community partners, supports registration logistics, and participates in the annual fundraising campaign, with budget oversight and compliance.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Recreation, or a related field.
• Minimum of five (5) years of progressive experience in sales, customer service, or membership operations, including at least three (3) years in supervisory capacity.
• Proven ability to train, motivate, and lead high-performing teams, preferably in a nonprofit or membership-based organization.
• Demonstrated success in sales pipeline management, lead generation, and conversion.
• Experience managing corporate outreach initiatives and developing community and business partnerships.
• Budget management experience with a scope of $1.5M+ strongly preferred.
• Proficiency in Microsoft Office and membership database systems.
• Ability to work flexible hours including evenings, weekends, and holidays.
• Excellent interpersonal and communication skills; ability to relate effectively to diverse populations.

Responsibilities

• Develops and executes membership strategies to drive new member acquisition and existing member retention.
• Establishes a strong member-focused culture by modeling relationship-building skills, including Listen First and empathy-driven communication.
• Trains, supervises, and evaluates membership associates and volunteers; implements a structured sales training program to enhance associate performance and conversion rates.
• Plans and leads all membership associate team meetings and ongoing professional development initiatives.
• Coordinates with Program and Marketing Directors to support registration logistics (walk-in, phone, and online) and ensure timely and accurate promotion of membership and programs.
• Collaborates with the center leadership to ensure consistent delivery of association-wide membership objectives and operational excellence.
• Engages in active outreach to local businesses, schools, and community organizations to establish and strengthen corporate partnerships and referral pipelines.
• Represents the Y at local community events and organizes Family Center membership events to increase visibility and member engagement.
• Leads assigned aspects of the annual fundraising campaign, including donor engagement and volunteer coordination.
• Oversees front desk procedures and collaborates with the Business Office on financial transactions, member billing, and reconciliation.
• Manages department budget in alignment with approved goals; monitors financial performance and implements corrective actions when needed.
• Ensures full compliance with Y policies, procedures, and safety regulations.

Skills

Sales pipeline management

Leadership

Customer service

Communication

Education

Bachelor's degree in Business Administration, Marketing, Recreation, or related field

Tools

Microsoft Office

Membership database systems

Job description

Overwhelmingly, people who decide they want to be a part of the Y in Central Maryland tell us they do so because it reflects their values and a conscious decision, they’ve made about how they choose to live their lives. The happiest and most fulfilled Y associates are those who are motivated to help others and who want to be a part of something larger than themselves. If this speaks to your heart, then we invite you to join our team. Be a part of a charitable, mission-driven organization that works for individual and community well-being for all, for a better us.

At the Y in Central Maryland, we offer a comprehensive benefits package designed to support your well-being and professional growth. Enjoy flexible schedules, competitive pay, and generous paid time off, alongside medical, dental and vision benefits, as well as dependent care FSA. We offer a generous employer contribution to the Y retirement fund, and opportunities for career advancement. Our commitment to fostering a positive work environment means you'll have access to training and development programs that align with our mission to empower individuals and strengthen communities. Join us and bring your passion to a fulfilling career where you can truly make a difference!

POSITION SUMMARY:

The Membership Director is responsible for all aspects of membership operations for the Family Center, including member acquisition, retention, engagement, and satisfaction. This position supervises membership staff, implements strategic membership initiatives, leads outreach efforts to area businesses and partners, and fosters corporate partnerships. The Membership Director also provides staff leadership in the annual fundraising campaign and ensures the consistent delivery of high-quality member service in alignment with association standards.

ESSENTIAL FUNCTIONS:

• Develops and executes membership strategies to drive new member acquisition and existing member retention.
• Establishes a strong member-focused culture by modeling relationship-building skills, including Listen First and empathy-driven communication.
• Trains, supervises, and evaluates membership associates and volunteers; implements a structured sales training program to enhance associate performance and conversion rates.
• Plans and leads all membership associate team meetings and ongoing professional development initiatives.
• Coordinates with Program and Marketing Directors to support registration logistics (walk-in, phone, and online) and ensure timely and accurate promotion of membership and programs.
• Collaborates with the center leadership to ensure consistent delivery of association-wide membership objectives and operational excellence.
• Engages in active outreach to local businesses, schools, and community organizations to establish and strengthen corporate partnerships and referral pipelines.
• Represents the Y at local community events and organizes Family Center membership events to increase visibility and member engagement.
• Leads assigned aspects of the annual fundraising campaign, including donor engagement and volunteer coordination.
• Oversees front desk procedures and collaborates with the Business Office on financial transactions, member billing, and reconciliation.
• Manages department budget in alignment with approved goals; monitors financial performance and implements corrective actions when needed.
• Ensures full compliance with Y policies, procedures, and safety regulations.

QUALIFICATIONS:

• Bachelor’s degree in Business Administration, Marketing, Recreation, or a related field required.
• Minimum of five (5) years of progressive experience in sales, customer service, or membership operations, including at least three (3) years in a supervisory capacity.
• Proven ability to train, motivate, and lead high-performing teams, preferably in a nonprofit or membership-based organization.
• Demonstrated success in sales pipeline management, lead generation, and conversion.
• Experience managing corporate outreach initiatives and developing community and business partnerships.
• Budget management experience with a scope of $1.5M+ strongly preferred.
• Proficiency in Microsoft Office and membership database systems.
• Ability to work flexible hours including evenings, weekends, and holidays.
• Excellent interpersonal and communication skills; ability to relate effectively to diverse populations.

ENVIRONMENTAL FACTORS, PHYSICAL REQUIREMENTS:

• Ability to walk, stand, climb, kneel, stoop, and lift up to 50 lbs.
• Ability to sit or stand for extended periods; must be able to multitask in a fast-paced environment.
• Must be able to perform physical duties of supervised positions when necessary.
• Must meet all physical certification and training requirements of the Y.

ACCOUNTABILITY:

The Membership Director is accountable for achieving membership growth, retention, financial targets, service satisfaction scores, and staff development. Performance will be evaluated based on key performance indicators and supervisor assessments

Employment is contingent upon successful completion of required background checks, including (but not limited to) CPS, criminal, drug and alcohol testing, and motor vehicle records check.

I have read and understand the responsibilities and expectations described in this job description. I agree to acquire and maintain any required certifications for the role and adhere to all Y rules, policies, and procedures.

All Y associates agree to abide by The Code of Conduct with Youth that sets clear expectations for associates and volunteers to ensure a safe and respectful environment for young people. It emphasizes treating youth with respect and fairness, avoiding inappropriate physical or verbal interactions, and adhering to established standards of affection. The policy strictly prohibits any form of abuse, bullying, or harassment and mandates the reporting of suspected mistreatment. Additionally, associates and volunteers must complete training on child abuse prevention and comply with legal reporting requirements to safeguard youth.