Membership Director

The Director of Member Engagement is a key leadership role responsible for driving membership growth, retention, and engagement at the YMCA. This position will focus on developing strategies to enhance the member experience, ensuring that members feel welcomed, supported, and connected to the YMCA community. The Director will lead a team dedicated to providing excellent customer service, fostering relationships, and promoting YMCA programs and services to the community.

• Membership Growth & Retention:
• Develop and implement comprehensive membership acquisition and retention strategies.
• Monitor membership trends, analyze data, and adjust strategies to meet targets for member satisfaction, retention, and engagement.
• Collaborate with marketing and program teams to create and execute promotional campaigns aimed at increasing membership.

• Member Engagement:
• Build and maintain relationships with members to foster loyalty and ensure they are aware of YMCA programs, services, and events.
• Create and manage member engagement initiatives, including onboarding, member appreciation events, and ongoing communication.

• Staff Supervision & Motivation:
• Supervision: Oversee the daily operations of the membership services team, including recruitment, training, and performance management.
• Motivation: Foster a positive, energetic work environment where staff feel supported and motivated to deliver outstanding service.
• Development: Provide coaching, mentorship, and professional development opportunities to help staff grow within their roles and advance their careers.
• Team Building: Encourage teamwork, collaboration, and open communication among staff members to promote a unified approach to achieving membership goals.
• Recognition & Rewards: Implement recognition programs to celebrate staff achievements and incentivize high performance.
• Team Leadership & Development:
• Lead, train, and support a team of membership services staff to provide exceptional customer service.
• Set performance goals, conduct evaluations, and develop professional growth opportunities for team members.
• Foster a culture of accountability, collaboration, and continuous improvement.

• Program & Community Integration:
• Collaborate with program directors to align membership goals with program offerings, ensuring members are engaged with relevant programs.
• Actively participate in community outreach efforts to promote the YMCA’s mission and programs, and build partnerships with local organizations.

• Data & Financial Management:
• Oversee membership budgets, track financial performance, and provide regular reports to the executive leadership team.
• Use membership management software to track member data, analyze trends, and implement strategies to improve the member experience.

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field preferred.
• Minimum of 5 years of experience in membership management, customer engagement, or a related role, preferably within a nonprofit or community-focused organization.
• Demonstrated success in leading and managing teams.
• Strong interpersonal skills, with the ability to build relationships with members, staff, and the community.
• Excellent organizational, communication, and problem-solving skills.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Proficiency with membership management systems, data analytics, and Microsoft Office Suite.

Work Environment & Physical Demands:

• The role requires occasional early mornings, evenings and weekends to accommodate membership events and community outreach efforts.
• Able to work and thrive in a sometimes noisy and fast paced environment.
• Must be able to lift and carry items up to 25 pounds as needed for event setup.

Compensation & Benefits:

• Competitive salary based on experience.
• Comprehensive benefits package, including health, dental, vision, and retirement plans.
• Free Bangor YMCA family membership.
• Nationwide YMCA membership reciprocity.
• Parental leave
• Paid Time Off
• Sick time
• Holiday Pay
• 50% discount on childcare and select weeks at our summer camps.
• 20% discount on other Y programs
• 10% off Y swag.
• Opportunities for professional development and career advancement within the YMCA network.

Job Type: Full-time Exempt