Membership Director

We're looking for a Membership Director who will be the driving force behind membership growth, engagement, and retention at our center.

Job Description

The Membership Director plays a critical role in advancing the YMCA’s mission by leading membership sales, engagement, and retention efforts at the Center. Reporting to the Executive Director and working in close partnership with the Vice President of Membership Success, this leader is responsible for driving membership growth, developing a high-performing front-line team, and creating a welcoming and goal-oriented experience for every member and prospect. The ideal candidate is passionate about helping others achieve their goals, thrives in a dynamic environment, and is committed to building strong communities through achievement, relationships, and belonging.

Qualifications

• Bachelor’s degree strongly preferred (Marketing, Sales, Management, or related field)
• Proven experience in sales management, customer service, or related experience
• Basic accounting skills
• Detail-oriented, high attention to accuracy
• Excellent communication skills
• The ability to work under stress and resolve conflict professionally and in a timely manner
• Sound organizational skills, ability to multitask, set priorities, and manage multiple concurrent projects
• The ability to motivate staff and lead a team
• Excellent verbal, interpersonal, and problem-solving skills
• Ability to work in a fast-paced and constantly changing environment
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community
• Strong knowledge of computer operations, Microsoft Office Suite, and Google Workspace
• Must be able to work flexible hours including evenings, weekends, and holidays
• Follows all standards, policies and procedures as established by the YMCA of South Hampton Roads, including
• Employee Code of Conduct, Child Abuse Reporting and Prevention, and emergency procedures
  
  

Essential Functions

Reporting to the Executive Director and collaborating closely with the Vice President of Membership Success, the Membership Director will:

• Drive Membership Growth: Maximize membership sales revenue by leading a high-performing front-line sales and service team to meet or exceed association-defined goals.
• Manage Planning & Reporting: Prepare accurate schedules, budgets, and forecasts. Monitor and report on sales performance in accordance with timelines set by the VP of Membership Success and relevant departments.
• Advance Member Retention: Partner with the VP of Membership Success and Chief Experience Officer to develop and execute member engagement and retention strategies, including 13-month retention benchmarks and secret shopping performance.
• Lead the Membership Experience Team: Provide leadership and coaching to the Membership Experience Leaders to ensure all members and prospects receive welcoming, exceptional service across all touchpoints.
• Develop Staff Excellence: Support the growth of the Membership Experience Leaders through coaching, in-the-moment feedback, skill-building, and mission-driven training focused on both service and sales.
• Ensure Optimal Staffing: Schedule team members to maintain high service and sales standards across all operating hours.
• Plan for Growth: Develop and implement strategic plans to achieve both short- and long-term membership growth within the region.
• Inspire Team Engagement: Motivate and educate the sales team through regular meetings, team-building activities, and consistent connection to the YMCA’s mission and values.
• Optimize Resources: Review membership expenses regularly and recommend improvements for cost-effective operations.
• Grow Group Sales: Identify and pursue group membership opportunities and partnerships within the defined area to increase reach and impact.
• Strengthen Partnerships: Build and maintain strong relationships with corporate partners to support retention and the growth of existing group memberships.
• Solve Problems Creatively: Proactively address challenges with innovative, mission-aligned solutions that support both members and staff.
  
  

Cause-Driven Leadership Competencies

• Communication and Influence
• Developing Self and Others
• Engaging Community