Member Relations Director

Help Us Launch Something Big—Our All New Gary YMCA  and a New Standard for Member Care. Apply today for Member Relations Director! 

POSITION SUMMARY: This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living, and social responsibility. The Member Relations Director plays a key role in overseeing membership services and engagement strategies. They are responsible for delivering exceptional service to members, guests, and program participants, promoting memberships and programs, and maintaining a welcoming environment. The Member Relations Director is expected to embody the YMCA values, work collaboratively with the team, and lead efforts that foster a sense of community and belonging. As a leader at the Y, the Member Relations Director ensures an inviting and inclusive environment that serves all members and guests.

ESSENTIAL FUNCTIONS:

1. Consistently deliver an exceptional member experience by anticipating needs, personalizing interactions, and proactively finding ways to exceed expectations.
2. Foster a welcoming and inclusive environment by engaging with members in a friendly, solution-oriented manner, ensuring every interaction leaves a lasting positive impression.
3. Implement member service and engagement strategies that support the recruitment of new members and the retention of existing members in a welcoming environment.
4. Responds to all member and community inquiries and/or complaints in a timely manner while planning solutions and procedures for improved results.
5. Manage multiple software systems for court reservations and CRM systems.
6. Ensure all cause driven tours conducted are working to meet departments tour-to-join closing rate and exceeding the expectations of prospecting members.
7. Build relationships with members; helps members connect with one another and the YMCA.
8. Lead Membership team in providing exemplary member service through building relationships, assisting in reaching personal goals, and instilling a sense of belonging.
9. Adheres to the organization’s policies and procedures.
10. Assists in onboarding, training, and development of team members while recognizing and celebrating individual and team accomplishments.
11. Responsible for department timekeeping and scheduling.
12. Managing monthly budget standards and proactively strategizes to meet budget goals.
13. Engages with the community and team members to support the Annual Campaign efforts.
14. Demonstrates flexibility by performing a variety of tasks and additional responsibilities as needed to support evolving program and member needs.

QUALIFICATIONS:

1. Associate’s degree in related field or equivalent is preferred.
2. Minimum 3 years of job-related experience required in leading a team.
3. Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
4. Excellent interpersonal, communication, and problem-solving skills.
5. Able to work independently and with minimal supervision. Organized and detail oriented.
6. Results driven with proactive planning skills.
7. Adept computer skills in Office 365.
8. Must be able to work flexible hours including evenings, weekends, and holidays.
9. Complete ongoing yearly compliance training.
10. Ability to respond to safety and emergency situations.

YMCA COMPETENCIES (Team Leader):

The National YMCA Mission:

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

Caring: Fosters a supportive and inclusive team environment. Encourages collaboration and staff well-being.

Honesty: Builds trust by being transparent in decision-making and feedback. Encourages open dialogue.

Respect: Creates a respectful team culture. Resolves conflict with fairness and professionalism

Responsibility: Holds self and team accountable for goals. Provides feedback and supports growth.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• Visual, auditory, and verbal ability to communicate effectively.
• Must have high level of alertness, concentration, and initiative.
• Ability to lift 50 lbs. and stand, walk, or sit for extended periods of time; occasionally stoop/bend.
• Sedentary work environment with extended periods of computer use, requiring strong attention to detail and focus. Occasional movement and breaks from the desk may be necessary to promote ergonomic health.
• Maintain a neat and professional appearance at all times.

Salary : $21