Director of Membership

PAY RANGE:
$55,000 - $65,000 / Annually


POSITION SUMMARY:

The Director of Membership leads all membership operations, sales, engagement, retention, and customer service initiatives for the branch. This position is responsible for creating an exceptional member experience from initial inquiry through long-term membership retention. The Director of Membership oversees the Welcome Center, membership staff, member communications, volunteer engagement, and membership growth strategies. 

The Director of Membership works under the supervision of the Executive Director and collaborates with branch leadership to advance the YMCA mission through membership development, relationship building, and community engagement.

ESSENTIAL FUNCTIONS:

Membership Development

• Develop and implement annual membership growth, retention, and engagement plans.
• Establish monthly membership goals and action plans.
• Monitor membership trends, statistics, retention rates, and sales performance.
• Develop and execute membership recruitment campaigns and promotions.
• Generate and track membership leads and ensure timely follow-up.
• Conduct tours and ensure effective membership sales processes.
• Manage membership sales, transfers, cancellations, and terminations.
• Develop and manage corporate memberships and community partnerships.
• Coordinate member appreciation events and member engagement activities.
• Oversee member satisfaction surveys and implement improvement plans.

Member Experience

• Ensure prompt, professional, and friendly customer service.
• Resolve member concerns, complaints, and service recovery situations.
• Ensure all inquiries receive timely follow-up.
• Develop member communication strategies including newsletters and outreach.
• Work collaboratively with program departments to ensure seamless onboarding of new members.

Marketing and Community Engagement

• Assist in branch marketing initiatives and membership promotions.
• Represent the YMCA at community events, health fairs, and Chamber of Commerce functions.
• Serve as a liaison to community organizations and partners.
• Promote YMCA programs and services to prospective members.

Staff Leadership

• Recruit, hire, train, supervise, and evaluate Welcome Center and Membership staff.
• Ensure adequate staffing and scheduling.
• Conduct staff development, coaching, and performance reviews.
• Maintain staff certifications and training records.
• Foster a culture of hospitality and relationship building.

Volunteer Development

• Recruit, train, supervise, and recognize membership volunteers.
• Coordinate volunteer onboarding and tracking.
• Develop volunteer opportunities that enhance member engagement.

Fiscal Management

• Develop and manage Membership Department budgets.
• Monitor revenue goals and membership-related financial performance.
• Produce reports and membership analytics.
• Take corrective action on budget variances.

Annual Campaign and Financial Development

• Participate in branch fundraising efforts and Annual Campaign.
• Cultivate donor and volunteer relationships.
• Support branch development initiatives.

Safety and Risk Management

• Participates and attends all required abuse risk management training.
• Adheres to standards & procedures related to managing high-risk activities and supervising youth.
• Reports any suspicious, inappropriate behaviors and policy violations to the supervisor immediately and complies with mandated YMCA and State of Hawaii abuse reporting requirements.
• Reinforces staff and volunteers to adhere to policies and procedures related to abuse risk.
• Responds seriously and confidentially to reports of suspicious and inappropriate behaviors, and responds quickly to policy and procedure violations using the organization’s progressive disciplinary procedures.
• Complies with the YMCA and State of Hawaii abuse reporting requirements.
• Performs other duties as assigned.

QUALIFICATIONS:

Education

• Bachelor's degree in Business, Marketing, Recreation Management, Communications, or related field preferred.
• High School Diploma or GED required.

Experience

• Minimum 5 years of leadership experience in membership, sales, customer service, or related field.
• Experience supervising staff and volunteers.
• YMCA experience preferred.

Certifications

• CPR/AED and First Aid required within the established YMCA timeframe.
• TB clearance as required.