Membership Director

Description

The Membership Director provides strategic leadership and operational oversight for all aspects of membership development, sales, retention, engagement, and service at the West Essex YMCA. This position works collaboratively with branch and association leadership to drive membership growth, ensure operational accuracy, strengthen the member experience, and support the YMCA’s overall mission and strategic priorities.  

Roles & Responsibilities: 

• Provide strategic leadership and oversight of membership sales, retention, engagement, and member service initiatives. 
• Collaborate closely with branch leadership and cross-functional teams to align membership strategies with overall branch goals and priorities. 
• Partner with Program Directors to ensure accurate and timely membership launches, program integration, and communication. 
• Serve as the branch expert and administrator for SGA Pulse, ensuring effective utilization of the system and accurate membership-related data. 
• Process and oversee membership transactions, including new memberships, upgrades, downgrades, transfers, cancellations, and other account changes. 
• Maintain accurate membership records through regular data audits, quality-control processes, and ongoing data integrity efforts. 
• Utilize membership and operational dashboards extensively to analyze trends, identify opportunities, monitor performance, and inform strategic decisions. 
• Monitor membership financial activity and ensure accurate and timely financial reconciliation, reporting, and follow-up. 
• Develop and implement strategies to increase membership sales, retention, engagement, and overall member value. 
• Establish and monitor member satisfaction metrics, including NPS (Net Promoter Score) and Listen360, to identify trends and opportunities for improvement. 
• Translate member feedback and satisfaction data into actionable plans that improve the member experience and strengthen retention. 
• Support and expand community engagement, outreach, and marketing efforts designed to attract new members and deepen relationships with existing members. 
• Foster a welcoming, professional, and service-oriented membership environment that reflects YMCA values and creates a positive experience for all members and guests. 
• Establish a culture of accountability, professionalism, hospitality, teamwork, and continuous improvement within the membership operation. 
• Participate in Association committees, trainings, strategic initiatives, annual fundraising efforts, and other organization-wide activities as assigned. 
• Collaborate with Association and branch leadership on membership initiatives, strategic planning, performance goals, and organizational priorities. 
• Monitor key membership performance indicators and communicate results, challenges, and opportunities to leadership. 
• Identify operational efficiencies and implement processes that improve accuracy, service delivery, staff effectiveness, and member satisfaction. 
• Provide leadership, guidance, and support to membership staff to ensure consistent standards, strong performance, and exceptional member service. 
• Perform other duties and responsibilities as assigned in support of the mission and goals of the West Essex YMCA and the YMCA Association. 

Requirements

• Bachelor's preferred in Business, Recreation, Marketing, Communications. 
• 3yrs leadership experience, 2yrs staff supervision. 
• Experience with SGA Pulse preferred. 
• Emphasis on customer service, sales, relationship-building, and analytical skills. 
• Proficiency in Microsoft Office Suite. 
• CPR/AED and First Aid required.