Membership Experience & Growth Director

Entertimeonline; Jacksonville (FL); On-site; USD 63,000 - 77,000; Full time

Job summary

YMCA of Florida's First Coast seeks an Association Membership Director to lead a relationship-centered member experience across multiple branches. You will drive onboarding, engagement, retention, referrals, and revenue while collaborating with branch leaders, marketing, and program teams.

The role emphasizes developing service standards, analyzing member feedback, and guiding a team to deliver consistent welcomes and connections for new members, with travel among locations and occasional

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• Five or more years of leadership experience in membership, customer experience, sales, retention, hospitality, or operations, preferably across multiple locations.
• Demonstrated success improving retention, service, engagement, sales, or revenue through strategy, coaching, and accountability.
• Experience developing service standards, onboarding, retention programs, procedures, and quality practices.
• Strong analytical skills with the ability to turn data, trends, and member feedback into action.
• Excellent leadership, coaching, communication, and relationship-building skills.
• Ability to lead association-wide initiatives, manage priorities, and work effectively across a multi-branch organization.
• Proficiency with Microsoft Office and member management systems; Daxko Operations and Daxko Engage experience preferred.
• Experience in a YMCA or other mission-driven or membership-based organization preferred.
• Ability to travel among First Coast YMCA locations and occasionally work evenings or weekends.

Responsibilities

• Leads and develops the Director of Member Intelligence and Corporate Membership Director through coaching, professional development, and shared accountability.
• Leads the association-wide membership strategy for growth, engagement, retention, referrals, and revenue.
• Champions an excellent member experience from first inquiry through onboarding, ongoing engagement, cancellation, and reactivation.
• Develops and measures strategies for acquisition, retention, saves, visits, program participation, referrals, and member connection.
• Ensures new members receive a consistent welcome, build relationships, discover Y resources, and develop a sense of belonging during their first 90 days.
• Leads proactive outreach to members at risk of leaving and ensures timely follow-up during the seven-day online cancellation save window.
• Establishes association-wide standards for welcomes, tours, membership conversations, follow-up, service recovery, and saves.
• Coaches branch membership leaders and creates clear accountability for the member experience and results.
• Directs member intelligence reporting and analysis to identify trends, understand attrition, and guide improvement.
• Keeps member voices at the center through surveys, conversations, feedback, and personal follow-up.
• Strengthens referrals and word-of-mouth by helping members invite others to find connection and belonging at the Y.
• Directs corporate membership growth, retention, employer engagement, and connections to Y programs and wellness opportunities.
• Partners with Marketing and Communications to align campaigns, offers, lead follow-up, and member communications with the Y brand and branch capacity.
• Works with program and branch leaders to connect members with programs, events, volunteer service, community impact, and charitable giving.
• Ensures membership practices are welcoming, equitable, accessible, and consistently applied across all membership pathways.
• Maintains membership procedures, training resources, playbooks, quality standards, and effective use of Daxko systems.
• Supports budgeting, forecasting, promotional planning, and evaluation of membership and retention investments.
• Represents the YMCA in Y-USA networks, vendor relationships, and community partnerships related to membership.
• Performs additional duties in support of association goals and priorities.

Skills

Leadership experience

Customer experience

Sales

Retention

Hospitality

Operations

Analytical skills

Communication

Relationship-building

Multi-location leadership

Education

Bachelor’s degree or equivalent experience

Tools

Daxko Operations

Daxko Engage

Microsoft Office

Member management systems

Job description

YMCA of Florida's First Coast seeks an Association Membership Director to lead a relationship-centered member experience across multiple branches. You will drive onboarding, engagement, retention, referrals, and revenue while collaborating with branch leaders, marketing, and program teams.

The role emphasizes developing service standards, analyzing member feedback, and guiding a team to deliver consistent welcomes and connections for new members, with travel among locations and occasional