Responsibilities

• Provide strategic direction and leadership for membership growth, engagement, and retention, ensuring alignment with YMCA of the Twin Tiers mission and branch priorities.
• Collaborate with the Executive Director and leadership team to establish and drive achievement of membership goals, benchmarks, and growth strategies that support sustainable growth in all department areas.
• Analyze membership trends, data, and sales metrics to inform decision making and implement innovative strategies that drive sustainable growth and retention.
• Develop, manage, and be accountable for the membership department operating budget, ensuring strong financial performance and alignment with organizational goals.
• Lead and develop a high performing membership team, providing oversight of membership department staff including the Membership Coordinator who has direct oversight of Member Service Representatives, and Child Watch staff.
• Provide leadership and ensure operational excellence within the membership department and member service functions to ensure efficient systems and exceptional service.
• Oversee membership systems and processes, ensuring accurate membership records, billing processes, data integrity, and reporting systems are maintained in accordance with YMCA policies and procedures.
• Provide leadership for cause-driven tours, membership enrollment systems, and service standards to ensure a consistent and welcoming experience.
• Develop and implement structured member onboarding strategies, including intentional connection points within the first 90 days of membership.
• Recruit, hire, train, supervise, and evaluate membership and engagement staff to ensure exceptional service and operational excellence.

Requirements

• Bachelor’s degree in business administration, communications, marketing, recreation management, human services, or related field, or equivalent professional experience.
• Minimum of three to five years of experience in membership operations, sales, community engagement, or customer service leadership.
• Demonstrated experience supervising staff and leading teams.
• Experience in budgeting, financial oversight, and data-driven decision-making.
• Ability to establish and grow relationships with community partners, businesses, and stakeholders.
• Strong communication, interpersonal, and public relations skills.
• Ability to manage multiple projects and priorities in a dynamic environment.
• Strong computer and technology skills, including membership management software and reporting tools.