Member Engagement Director

The Member Engagement Director leads the day-to-day membership operations and Member Services team, ensuring a welcoming and positive experience for all members, participants, and guests. This position supports membership growth, retention, engagement, and onboarding while building strong relationships with members and the community. The Director oversees front-desk operations, staff development, membership transactions, and service standards and works closely with the Director of Membership Development and branch leadership to promote YMCA programs, services, and community engagement initiatives.

• Bachelor's degree in a related field preferred; equivalent education and experience will be considered.
• At least three (3) years of experience in customer service, membership services, hospitality, recreation, sales, nonprofit operations, or a related field.
• At least one (1) year of supervisory or team leadership experience.
• Proven ability to build relationships and deliver exceptional customer service.
• Strong verbal, written, organizational, and interpersonal communication skills.
• Proficiency in Microsoft Office applications and the ability to learn membership management software.
• Ability to work a flexible schedule, including occasional evenings and weekends.

Membership Leadership & Member Experience

• Lead the day-to-day operations of membership services, ensuring exceptional customer service and a welcoming environment for all members, participants, and guests.
• Collaborate with the Director of Membership Development to implement association-wide membership growth, retention, engagement, and onboarding strategies.
• Monitor membership trends, retention data, and member feedback and recommend improvements to enhance member satisfaction and retention.
• Coordinate member onboarding, engagement activities, and special events that strengthen member connections to the YMCA.

Operations & Administration

• Ensure the effective operation of the Member Services Desk, including implementation of policies, procedures, cash handling practices, membership transactions, and service standards.
• Ensure accurate membership records and reporting through YMCA management systems and maintain confidentiality of member information.
• Assist in the development and management of the membership budget. Monitor revenue and expenses and take appropriate action to address budget variances.

Marketing, Outreach & Community Engagement

• Partner with the Director of Membership Development to support membership campaigns, promotional initiatives, and community outreach efforts.
• Collaborate with program directors and branch leadership to promote programs, events, and services that increase member engagement and participation.
• Represent the YMCA at community events, networking opportunities, and outreach activities to build relationships and increase community awareness.
• Support the YMCA's annual campaign and other fundraising initiatives through member engagement and relationship building.

Staff Leadership & Development

• Hire, train, supervise, schedule, develop, and evaluate membership staff, including, but not limited to Member Service Representatives, Facility Monitors/Supervisor, and Greeters) and volunteers while fostering a culture of accountability, collaboration, and continuous improvement.
• Ensure staff are knowledgeable about YMCA programs, services, policies, and membership benefits and consistently deliver exceptional member service.

Risk Management

• Understand and fulfill responsibilities as a mandated reporter for elder and child abuse and uphold YMCA risk management, safety, and abuse prevention practices.
• Demonstrate and uphold the YMCA's core values of caring, honesty, respect, responsibility, and growth mindset while performing all other duties as assigned.