Senior Member Services Director

YMCA of Pierce and Kitsap Counties; Tacoma (WA); On-site; USD 80,000 - 82,000; Full time

Job summary

YMCA of Pierce and Kitsap Counties is seeking a Senior Member Services Director to oversee membership operations across all branches. You will lead recruitment, retention, staff supervision, and member engagement with a focus on safety and service standards.

The role requires strong leadership, budget awareness, and community outreach to strengthen YMCA values and member experiences.

Qualifications

• Bachelor’s degree or three to four years related knowledge and experience that includes supervision, fiscal management, program development, staff and volunteer development.
• Experience with budgets and computers.
• Commitment to valuing and promoting diversity and contributing to an inclusive working and learning environment.

Responsibilities

• Plan, develop, and evaluate Membership operations, acquisition and retention strategies.
• Track, analyze membership statistics and oversee the membership database.
• Ensure staff stay up-to-date with YMCA policies and procedures.
• Identify and develop activities that foster member relationships.
• Develop and manage operating plans to promote membership growth and YMCA programs.
• Coordinate events and community outreach to engage members.

Skills

Customer service

Public relations

Organizational skills

Communications

Supervision

Computer literacy

File maintenance

Diversity awareness

Team leadership

Education

Bachelor’s degree

Tools

Budgeting software

Computers

Job description

Senior Member Services Director

The YMCA of Pierce and Kitsap Counties is hiring a Senior Member Services Director at our Pearl Street YMCA location.

As the Senior Member Services Director, you will be responsible for overseeing the development and operations of enhancing a member-first culture that meets the community’s needs through relationship-building with members, staff, volunteers, and participants at our facility branches. This role directs all membership activities for all facility branches including recruitment of new members, retention of existing members, and supervision of assigned staff. Member engagement and staff development are key areas of focus for the position with an emphasis on facility safety, staff management, and member-service standards. To meet strategic goals, the Senior Director of Membership is also responsible for the oversight of branch events, community outreach and awareness, and promotion of the value of YMCA membership and programs.

Compensation

$80,168.40 to $82,168.40 per year (Compensation is determined based on relevant experience, skills, and qualifications, with most new hires starting between the minimum and midpoint of the posted wage range)

Position type

Full-Time, Exempt position AND This is an on-site position.

Benefits

Medical, Dental, and Vision benefit plan options YMCA paid Life and Long-term Disability Insurance

• Opportunity to participate in the YMCA 403(b) retirement saving plan. After 2 years of Full-Time employment, the YMCA will contribute 8% of your monthly earnings
• Accrual of 15 days of paid vacation (vacation accruals increase with years of service)
• 8 paid Holidays/Floating Holidays per year
• Paid Sick Leave accrued at 1.23 hours for every 40 hours worked per year
• Employee Assistance Plan (EAP), Digital mental health counseling platform, Wellness program and LifeMart employee discount center
• Professional training, education and certification opportunities
• 20% discount on YMCA programs, Child Care services, and merchandise
• Public Service Loan Forgiveness eligibility for Full-Time employees

Qualifications, Skills and Abilities

• Must be able to pass Background and Reference checks (in accordance with the WA State Fair Chance Act).
• Committed to valuing and promoting diversity and contributing to an inclusive working and learning environment.
• Able and willing to complete online Child Abuse Prevention training on first day, and other online and in-person training as required.

• Bachelor’s degree and/or three to four years related knowledge and experience that includes supervision,
• fiscal management, program development, staff and volunteer development.
• One to two years’ experience working with budgets and computers.
• Knowledge of current adult safety and program standards and the ability to incorporate those into programs.
• Proven supervisory/management skills.
• Positive attitude and previous experience with diverse populations.
• Demonstrated skills in customer service, public relations, organizational skills, communications, supervision, computer knowledge, and file maintenance.
• YMCA Team Leader or Multi-team/Branch Leader certification preferred.
• YMCA Lifeguard or equivalent, CPR for the Professional, AED First Aid, and Oxygen certification, or ability to obtain within 90 days.

Essential Functions

• Plan, develop, and evaluate Membership operations, acquisition and retention strategies through our collaborative operations.
• Track, analyze and provide useful information and action plans from membership statistics and oversee all functions of the membership database.
• Keep all staff up-to-date in pertinent information, YMCA policies and procedures.
• Identify and develop small groups and activities that facilitate member relationships.
• Develop, implement, and manage operating plans to promote program and/or membership growth for the YMCA.
• Execute strategies to ensure that members and/or program participants connect with one another and connect with the YMCA.
• Ensure that program standards are met and safety procedures are followed.
• Ensure high quality member-focused programs through innovative program development, evaluations and ongoing training of staff.
• Coordinate special events and activities.
• Provide data and reports as required for assigned programs.
• Walk through the entire facility on an ongoing basis to ensure safety guidelines and cleanliness standards are maintained and member’s needs are being met.
• Respond to incident, accident, and behavior concerns. Complete incident and accident reports as necessary.
• Provide staff and lifeguard breaks as required.
• Collaborate with the Association Operational Focus Groups and other directors of YMCA PKC branches to ensure consistent association-wide programming.
• Develop and maintain collaborative relationships with community organizations.
• Respond to all member and community inquiries and complaints in a timely manner.

At the YMCA of Pierce and Kitsap Counties, our primary objective is to empower people, inspire action, and strengthen the communities we call home. Join our team and support the Y’s efforts to connect all people to their full potential and purpose.

The YMCA of Pierce and Kitsap Counties is committed to diversity and inclusion throughout our organization and is an Equal Opportunity Employer - Women/Minority/Veteran/Disabled