Membership Director

The Membership Director will direct all aspects of membership for the association including customer service, recruitment/retention of members, and supervision of assigned staff. The Membership Director will also oversee back-office business operations including daily accounting practices and accounts payable/receivable.

• Two to three years’ experience in business management, office management, or customer service leadership is preferred.
• Bachelor’s degree in human services, recreation, business, or a related field is highly preferred.  
• Strong management and decision-making skills including the ability to influence, engage, and lead others to new levels of effectiveness. 
• Ability to coach, mentor, relate and listen to team members. 
• Exceptional written and interpersonal skills with the ability to effectively communicate with a diverse group of staff and clients.
• Understanding of accounting concepts and applications. Experience in QuickBooks is highly preferred. 
• Demonstrated computer proficiency with Microsoft Office tools, accounting software, and database systems. 
• Self-motivated, results driven, detail oriented, and adaptable. 
• Able to exercise good judgment, discretion, and confidentiality. 
• Must submit to and successfully pass a criminal history background check. 
• Must understand, support, and be able to articulate the YMCA’s Mission and core values. 
• Completion of necessary YMCA specific certifications. 

• Implement membership strategies that support recruitment of new members and retention of existing members. Creates a member-focused culture and models relationship-building skills in all interactions. Problem solves situations to ensure member satisfaction. 
• Recruits, hires, trains, develops, schedules, and directs customer service staff as needed. Develop strategies to motivate staff, evaluate staff, and achieve goals. Creates a culture that fosters growth and advancement for staff.
• Coordinates program registration and marketing efforts to maximize enrollments and provides ongoing support to Program Directors on related issues. 
• Coordinates and manages all aspects of the Corporate Membership Program.
• Oversee the association’s CRM System and provides leadership and training for staff.
• Ensures proper implementation of front desk procedures. Oversee and update the Standard Operating Procedures Manual in accordance with Department Directors. 
• Responds to all members and community inquiries and complaints in a timely manner. 
• Organizes membership events at the YMCA and represents the YMCA at community events.
• Assists in YMCA fundraising activities and special events. 
• Coordinates the organization’s building calendar, including rental & party reservations.
• Work closely with the Department Heads to coordinate efforts to maintain a safe, clean, and sanitary environment for all spaces. 
• Performs daily cash management, deposit, and reconciliation of Accounting Software.
• Process all accounts payable and reconciliation of bank accounts in a timely manner.
• Serves as liaison for the association to the accountant for the processing of employee payroll, employee benefits, and tax filings. 
• Implements appropriate systems and internal controls to adequately safeguard the YMCA’s financial resources and to provide a solid basis for accurately reporting financial data.
• Assists with the annual external audit and the preparation of information for auditors.
• Assists with the preparation of the association’s annual budget. 
• Provides oversight and leadership in Human Resources related activities including but not limited to employee recruitment, onboarding, and training. Navigates employee concerns and helps resolve conflict.
• Collects and maintains data on partner/vendor contracts and agreements.
• Prepares key membership data for monthly/annual reports in a timely and efficient manner.
• Other duties as assigned by the CEO, even if outside of the position description, to contribute to the overall success of the YMCA. 

Mission Advancement: Models and teaches the Y’s values. Ensure a high level of service with a commitment to changing lives. Provides staff and volunteers with orientation, training, development, and recognition. Cultivate relationships to support fund-raising. 

Collaboration: Champions inclusion activities, strategies, and initiatives. Build relationships to create small communities. Empathetically listens and communicates for understanding
when negotiating and dealing with conflict. Effectively shapes communications to the appropriate audience. Provides staff with feedback, coaching, guidance, and support. 

Operational Effectiveness: Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develop plans and manage best practices through engagement of the team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress. 

Personal Growth: Shares new insights. Facilitates change, models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.