Member Relations Director

POSITION SUMMARY: This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living, and social responsibility. The Member Relations Director plays a key role in overseeing membership services and engagement strategies. They are responsible for delivering exceptional service to members, guests, and program participants, promoting memberships and programs, and maintaining a welcoming environment. The Member Relations Director is expected to embody the YMCA values, work collaboratively with the team, and lead efforts that foster a sense of community and belonging. As a leader at the Y, the Member Relations Director ensures an inviting and inclusive environment that serves all members and guests.

• Associate’s degree in related field or equivalent is preferred.
• Minimum 3 years of job-related experience required in leading a team.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Excellent interpersonal, communication, and problem-solving skills.
• Able to work independently and with minimal supervision. Organized and detail oriented.
• Results driven with proactive planning skills.
• Adept computer skills in Office 365.
• Must be able to work flexible hours including evenings, weekends, and holidays.
• Complete ongoing yearly compliance training.
• Ability to respond to safety and emergency situations.

• Consistently deliver an exceptional member experience by anticipating needs, personalizing interactions, and proactively finding ways to exceed expectations.
• Foster a welcoming and inclusive environment by engaging with members in a friendly, solution-oriented manner, ensuring every interaction leaves a lasting positive impression.
• Implement member service and engagement strategies that support the recruitment of new members and the retention of existing members in a welcoming environment.
• Responds to all member and community inquiries and/or complaints in a timely manner while planning solutions and procedures for improved results.
• Manage multiple software systems for court reservations and CRM systems.
• Ensure all cause driven tours conducted are working to meet departments tour-to-join closing rate and exceeding the expectations of prospecting members.
• Build relationships with members; helps members connect with one another and the YMCA.
• Lead Membership team in providing exemplary member service through building relationships, assisting in reaching personal goals, and instilling a sense of belonging.
• Adheres to the organization’s policies and procedures.
• Assists in onboarding, training, and development of team members while recognizing and celebrating individual and team accomplishments.
• Responsible for department timekeeping and scheduling.
• Managing monthly budget standards and proactively strategizes to meet budget goals.
• Engages with the community and team members to support the Annual Campaign efforts.
• Demonstrates flexibility by performing a variety of tasks and additional responsibilities as needed to support evolving program and member needs.