Senior Membership Director

C-Suite HR Executive | Talent Strategy | Organizational Development | Employee Engagement | Change Management | Total Rewards | DEIB | Nonprofit &…

OUR CULTURE:

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.

POSITION SUMMARY:

The Senior Membership Experience Director provides critical leadership to the Center Membership and Family Experience teams. This role assists the District Vice President/Executive Director in supervising Membership Experience Leaders, the Family Experience Coordinator, and the Family Experience Leaders.

The Senior Membership Experience Director is responsible for membership revenue achievement, membership sales, renewals, and prospect follow-up as directed, the administration and management of Family Programs, Stay ‘N Play, Interactive Zone, and Birthday Party rentals. They provide operational leadership in the development of new programs and ensure high standards of quality across all offerings, delivering excellent service to members, guests, and program participants. This role also involves responding to member and guest needs, promoting memberships and programs, and maintaining the cleanliness and organization of the facility.

ESSENTIAL FUNCTIONS:

• Supports the association’s overarching goals and objectives.
• Ensures strong fiscal management in all areas of responsibility.
• Plans, develops, and implements engaging programming for Stay ‘N Play, Interactive Zone, Youth and Family Programs, and related offerings.
• Implements sales and membership strategies provided by the Vice President of Membership Success to support the recruitment of new members and the retention/engagement of existing members. This includes achieving sales goals, prospect closing ratios, 13-month retention targets, membership revenue, and secret shopping goals.
• Effectively communicates the YMCA mission and objectives to the wider community.
• Actively participates in assigned aspects of the Impact Fund.

ADDITIONAL RESPONSIBILITIES:

• Supports the District Vice President/Executive Director by managing and providing leadership to the Membership, Youth Programs, Family Programs, Stay ‘N Play, and Interactive Zone areas.
• Provides direct service in Membership, Youth Programs, Family Programs, Stay ‘N Play, and Interactive Zone areas as needed.
• Supervises the Membership Experience Leader, Family Programs, Stay ‘N Play, Interactive Zone, and Birthday Party rentals teams, as well as the Family Experience Coordinator, to ensure members and prospects receive exemplary customer service during all interactions.
• Schedules personnel as needed to uphold excellent sales and service standards.
• Works a flexible schedule, including covering staff shortages, to ensure centers are adequately staffed.
• Problem‑solves challenging situations and develops creative solutions to address issues effectively.
• Suggests innovative strategies to meet sales goals.
• Promotes program and membership enrollment during interactions with existing and potential members, in conjunction with marketing efforts, to maximize sales.
• Coordinates program registration, including logistics to support phone, walk‑in, and web registration.
• Ensures proper implementation of member service procedures. Reviews and updates membership procedures, communicating changes to staff. Coordinates with the Resource Operations Center (ROC) as necessary on financial transactions.
• Organizes membership events at the YMCA and represents the YMCA at community events to promote its mission.
• Plans, develops, and implements programming for Stay ‘N Play, Interactive Zone, Youth and Family Programs, and related programs.
• Manages the purchase, inventory, and delivery of all program‑related supplies.
• Oversees program promotion and strives to increase enrollment numbers in all youth development and family programs, which includes the distribution of marketing materials.
• Ensures adherence to the YMCA of South Hampton Roads quality program guidelines.
• Participates in association Design Teams and training, as well as family center staff, program, and department meetings.
• Conducts staff training and evaluations, and assists in the recruitment and supervision of all staff and volunteers in related programs.
• Responsible for the overall safety, cleanliness, and functionality of all related facilities and equipment.
• Ensures all program operations are consistent with association procedures, including emergency, insurance, accident, purchasing, personnel, accounting, and other administrative systems.
• Maintains confidentiality and professionalism at all times, serving as a positive role model by promoting healthy living and consistently adhering to the dress code.
• Performs all other job duties assigned by the District Vice President/Executive Director.

QUALIFICATIONS:

• Minimum two years of experience as a supervisor of membership and/or child care programs.
• Demonstrated strong management and development skills to facilitate positive relationships with participants, members, staff, and volunteers.
• Minimum of 21 years of age.
• Degree preferred in Business, Early Childhood Education, or a related field, or actively working towards a degree in these areas.

WORKING CONDITIONS:

• Is subject to frequent interruptions
• Will be in contact with all levels of staff, board members, guests, vendors, business associates, applicants, and visitors
• Must be able to work beyond normal working hours in order to serve the needs of internal customers, weekends and holidays as needed for early morning meetings, extended weekday meetings/trainings or weekend trainings/meetings

PHYSICAL REQUIREMENTS:

• Must be able to sit, stand, stoop, kneel, run, and climb unassisted
• Must be physically able to successfully complete required certifications
• Must be able to lift and pull 50 pounds
• Must be able to stand or sit for long periods of time
• Must be able to perform the duties of direct reports

BACKGROUND CHECKS:

An offer of employment is contingent upon receipt of satisfactory results to meet minimum requirements of the position. They may include criminal background and reference checks, E‑Verify, drug test, driver’s license record, and/or a Child Protective Services Check (CPS). Additional driver’s license check, CPS, criminal background check, alcohol, and/or drug testing may be required to be processed in the future in order to meet and/or maintain the requirements of this position.