Membership Growth & Experience 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

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.