Program Director - Membership

The Program Director of Member Experience oversees the successful operation of the Membership Department at the Briggs Community and Plum Street branches, which includes collaboration with other department leaders to improve member acquisition, retention, and satisfaction while fostering a culture of service excellence and accountability. Under the guidance of the Senior Program Director, the Program Director of Member Experience instills a member‑first culture on our facilities through role-modeling, leadership, teamwork and strong relationship building. This position is highly visible - engaging directly with members, supporting staff, refining systems, and cultivating connections both inside the facility and throughout the community to ensure consistent, high‑quality service.

OUR CULTURE: 
We are a leading non-profit dedicated to strengthening community through youth development, healthy living, and social responsibility. Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day.  We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

LEADERSHIP COMPETENCIES:

• Inclusion
• Mission Advancement
• Collaboration
• Operational Effectiveness

ESSENTIAL FUNCTIONS:

• Champions the needs of members and community by sustaining a welcoming, inclusive, solutions-oriented environment across the Welcome Center and member-facing spaces.
• Develops and implements membership strategies that support recruitment of new members and retention of existing members through cause-driven tours, referrals, outreach, tabling events, and employer partnerships.
• Leads onboarding systems that include welcome calls, check-ins, orientation scheduling, and guided pathways into programs to strengthen early engagement and long-term retention.
• Maintains a consistent, visible presence throughout the branch to support staff, connect with members, and create meaningful first impressions and ongoing relationships.
• Models relationship-building skills (including Listen First) in all interactions; fosters a climate of innovation and resolves problems to ensure member satisfaction through documentation, follow-up, and service recovery strategies.
• Tracks and analyzes membership and engagement data (joins, cancellations, tour conversions, referrals, retention touchpoints) to refine outreach and improve member experience outcomes.
• Provides direct supervision, coaching, and performance management for the Membership Coordinator; ensures staffing levels are adequate and that all team members are well‑trained, mission‑aligned, and consistently delivering high‑quality service.
• Represents the YMCA’s mission at community events, school visits, partner meetings, and health fairs; builds relationships with local employers, schools, and health organizations to expand access and visibility.
• Participate in and assume a leadership role in the annual YMCA Strong Kids Campaign.
• Participates in Association anti-racism initiatives to ensure that everyone can access and thrive at the Y.
• Performs additional responsibilities as assigned to support branch operations, enhance member experience, and advance organizational goals.

• Must be at least 21 years of age or older.
• Must possess a Bachelor's degree in human services, recreation, business or a related field, or the equivalent in professional experience.
• Ideal candidate will have two to five years of management experience, preferably in a YMCA or other similar industry.
• Must have at least 1 year of supervisory experience in a member/customer service-related role.
• Must be adept at relating effectively to diverse groups of people from all social and economic segments of the community.
• Ideal candidate will have experience in directing operations, development and monitoring of budgets, marketing, and public relations.
• Ideal candidate will have experience in establishing and maintaining collaborations with community organizations.
• Must have flexible availability that reflects the needs of the branch, including working occasional evenings and weekends.
• Ideal candidate will be organized, process-driven, detail-oriented and exhibit a high degree of accuracy.
• Ideal candidate will have a solid working knowledge of Microsoft Word/Excel as well as strong administrative skills.
• Must possess ability to exercise high levels of discretion and confidentiality.