Membership Growth & Engagement Director

Metropolitan YMCA of the Oranges; Livingston (NJ); On-site; USD 60,000 - 68,000; Full time

Job summary

West Essex YMCA is seeking a Membership Director to lead all facets of membership growth, retention, and service across the branch. You will work with branch and association leadership to drive strategy, ensure data integrity, and enhance the member experience.

You will oversee transactions, analytics dashboards, and collaboration with program teams to launch initiatives and maintain strong member value. A focus on customer service and leadership excellence is essential.

Qualifications

• Bachelor's degree preferred in Business, Recreation, Marketing, Communications.
• 3 years of leadership experience with 2 years of staff supervision.
• Experience with SGA Pulse preferred.
• Strong customer service, sales, relationship-building and analytic skills.
• Proficiency in Microsoft Office Suite.
• CPR/AED and First Aid 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 strategies with goals.
• Partner with Program Directors to ensure timely membership launches and communication.
• Serve as the branch expert and administrator for SGA Pulse and related data.
• Process and oversee membership transactions including new memberships, upgrades, downgrades, transfers, and cancellations.
• Maintain accurate membership records through data audits and quality-control processes.
• Utilize dashboards to analyze trends and inform strategic decisions.
• Monitor financial activity and ensure reconciliation, reporting, and follow-up.
• Develop strategies to increase membership sales, retention, and value.
• Establish and monitor member satisfaction metrics (NPS, Listen360) and drive improvements.
• Translate feedback into actionable plans to improve member experience and retention.
• Support community engagement, outreach, and marketing to attract and retain members.
• Foster a welcoming, professional membership environment reflecting YMCA values.
• Promote accountability, hospitality, teamwork, and continuous improvement within membership.
• Participate in association committees, trainings, and organization-wide activities.
• Collaborate on membership initiatives, planning, and priority setting.
• Monitor key performance indicators and communicate results to leadership.
• Identify operational efficiencies and improve accuracy, service delivery and staff effectiveness.
• Provide leadership and guidance to staff to ensure high performance and service.

Skills

Leadership

Customer service

Sales

Relationship-building

Analytical skills

Microsoft Office

CPR/AED First Aid

Education

Bachelor's degree preferred

Tools

SGA Pulse

Microsoft Office Suite

Job description

West Essex YMCA is seeking a Membership Director to lead all facets of membership growth, retention, and service across the branch. You will work with branch and association leadership to drive strategy, ensure data integrity, and enhance the member experience.

You will oversee transactions, analytics dashboards, and collaboration with program teams to launch initiatives and maintain strong member value. A focus on customer service and leadership excellence is essential.