Director of Membership and Community Engagement

Description

POSITION SUMMARY 

The Director of Membership & Community Engagement provides strategic leadership for all membership operations while creating an exceptional member experience that advances the mission of the Stephens Family YMCA. This position is responsible for membership recruitment and retention, member engagement, scholarship administration, community partnerships, membership technology, marketing collaboration, and leadership of the Member Services team. 

As a member of the Senior Leadership Team, this position works collaboratively across all departments to ensure operational excellence, outstanding customer service, and a welcoming environment where every individual feels they belong. The Director serves as an ambassador for the YMCA throughout Champaign County while modeling the YMCA's core values of Caring, Honesty, Respect, and Responsibility. 

OUR MISSION

To put Christian principles into practice through programs that build healthy spirit, mind, and body for all. 

OUR CAUSE

The YMCA strengthens communities through: 

• Youth Development 
• Healthy Living 
• Social Responsibility 

ESSENTIAL FUNCTIONS

Membership Leadership & Strategy

• Direct and administer all Membership Department operations, including staffing, budgeting, policy implementation, operational planning, and continuous improvement. 
• Implement membership strategies that support recruitment of new members and retention of existing members. 
• Continually evaluate membership structure, pricing, retention trends, membership sales, and overall member satisfaction. 
• Maintain and monitor daily, weekly, monthly, and annual membership sales, retention activity, and key performance indicators. 
• Create membership strategies that will align with a pending major facility expansion.   
• Recruit companies in our community to participate in Corporate Membership program.   
• Present membership data and performance metrics to leadership, committees, and the Board of Directors. 

Member Experience

• Create and maintain a welcoming, friendly, high-energy, and service-oriented Member Services environment. 
• Foster a member-focused culture. 
• Ensure Member Experience procedures are consistently implemented, reviewed, updated, and communicated to staff. 
• Coordinate facility tour protocols to provide prospective members with an exceptional first impression of the YMCA. 
• Respond promptly and professionally to member concerns and resolve escalated issues. 
• Manage value-added membership services that increase engagement and member satisfaction. 

Leadership & Staff Development

• Provide direct supervision to the Membership Coordinator, Scholarship Administrator, and front desk staff.   
• Conduct regular department meetings and staff performance evaluations. 
• Foster an inclusive workplace culture that values collaboration, innovation, accountability, and continuous improvement. 

Membership Operations

• Manage third-party membership providers and associated revenue tracking. 
• Coordinate payroll and scheduling for Member Services staff. 
• Assist the Finance Department with billing, refunds, reconciliations, and month-end reporting. 

Marketing & Community Engagement

• Collaborate with the Marketing Department to maximize membership and program enrollment. 
• Promote membership opportunities through daily interactions with prospective and current members. 
• Develop and maintain collaborative relationships with businesses, schools, nonprofits, and community organizations. 
• Establish and manage corporate membership partnerships. 
• Represent the Stephens Family YMCA throughout the community and effectively communicate the YMCA's mission and impact. 

YMCA Scholarship Program

• Oversee the administration of the YMCA Scholarship Program  
• Collaborate with the Scholarship Administrator to ensure timely processing and exceptional customer service. 
• Evaluate scholarship utilization and recommend adjustments based on participation, funding availability, and community needs. 
• Compile scholarship data and prepare reports for leadership. 
• Promote scholarship opportunities to increase access for individuals and families experiencing financial barriers. 

Budget & Financial Management

• Participate in the annual budgeting process. 
• Develop, manage, and monitor the Membership Department budget. 
• Analyze budget performance and implement corrective action when variances occur. 
• Coordinate financial procedures with the Finance Department. 

Events & Association Leadership

• Coordinate branch-wide member engagement events, membership appreciation activities, and community outreach initiatives. 
• Serve as an active member of the Senior Leadership Team. 
• Participate in leadership meetings, committees, and strategic planning efforts. 
• Support the YMCA Strategic Plan and organizational priorities. 
• Perform other duties as assigned. 

QUALIFICATIONS

Required

• Bachelor's degree in Business Administration, Nonprofit Management, Recreation, Marketing, Hospitality, Medical Services, Human Resources, or a related field. 
• Five (5) to ten (10) years of progressively responsible leadership experience in customer service, membership services, hospitality, nonprofit management, recreation, or a related field. 
• Demonstrated success leading, supervising, coaching, and developing teams. 
• Strong interpersonal, communication, presentation, and relationship-building skills. 
• Excellent analytical, organizational, and critical-thinking abilities. 
• Ability to interpret membership trends and make data-driven decisions. 
• Ability to prioritize multiple projects and meet deadlines in a fast-paced environment. 
• Proficiency with Microsoft Office Suite, spreadsheets, membership databases, and business software. 
• Ability to establish collaborative relationships with diverse community organizations and stakeholders. 
• Ability to communicate effectively with members, volunteers, staff, community partners, and the public. 
• Valid driver's license, proof of automobile insurance, and an acceptable motor vehicle record meeting YMCA standards. 
• CPR/AED and First Aid Certification within 30 days of hire and maintained throughout employment. 

PHYSICAL REQUIREMENTS

• Ability to sit, stand, walk, bend, reach, and move throughout the facility. 
• Ability to lift and carry up to 25 pounds occasionally. 
• Ability to operate computers, telephones, and standard office equipment. 
• Ability to work occasional evenings, weekends, and special events. 

WORK ENVIRONMENT

Work is performed in a professional office environment, Member Services areas, program spaces, and throughout the community. Frequent interaction with members, volunteers, staff, community partners, and the general public is expected. Limited work from home options may exist.   

DISCLAIMER 

This job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications. The Stephens Family YMCA reserves the right to revise or assign additional responsibilities as organizational needs evolve. 

BENEFITS

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life and LTD Insurance
• Paid Vacation, sick, and personal days
• Paid Holidays
• 403(b) and 401(a) 
• Free YMCA membership
• Discount on YMCA programs and merchandise

ABUSE PREVENTION

As a YMCA staff member, you are responsible for ensuring a safe and supportive environment for all members, participants, and colleagues. This includes actively adhering to and promoting the YMCA's abuse risk management policies, which are designed to prevent and address any potential incidents of abuse. You are expected to remain vigilant in recognizing signs of abuse, report any concerns or suspicious behaviors immediately, and participate in required training to stay informed on best practices for safeguarding. Your commitment to these protocols is essential in fostering a trusted, respectful, and secure environment for everyone involved in YMCA programs and services.

Stephens Family YMCA

Caring • Honesty • Respect • Responsibility

The Stephens Family YMCA is an Equal Opportunity Employer and is committed to creating an inclusive workplace where every employee, volunteer, member, and guest is treated with dignity and respect.