Association Membership Director

Position Summary:

The Association Membership Director leads the YMCA of Florida’s First Coast in creating a welcoming, consistent, and relationship-centered membership experience across every branch. Reporting to the SVP, Chief Membership and Marketing Officer, this leader helps ensure every person who comes to the Y feels seen, supported, and connected—and understands that membership is more than access to a facility; it is an opportunity to belong, grow, and strengthen community.

At the heart of this role is helping members build lasting relationships with the Y. The Director leads a thoughtful, relationship-based approach to welcoming and onboarding new members, strengthening engagement, responding when a member needs support, encouraging referrals, and improving retention. This position provides direct leadership to the Director of Member Intelligence and the Corporate Membership Director and brings their work together with branch operations, programs, marketing, finance, and community health teams to grow membership, deepen participation, and build lifelong relationships with members.

Essential Functions:

1.    Leads and develops the Director of Member Intelligence and Corporate Membership Director through coaching, professional development, and shared accountability.

2.    Leads the association-wide membership strategy for growth, engagement, retention, referrals, and revenue.

3.    Champions an excellent member experience from first inquiry through onboarding, ongoing engagement, cancellation, and reactivation.

4.    Develops and measures strategies for acquisition, retention, saves, visits, program participation, referrals, and member connection.

5.    Ensures new members receive a consistent welcome, build relationships, discover Y resources, and develop a sense of belonging during their first 90 days.

6.    Leads proactive outreach to members at risk of leaving and ensures timely follow-up during the seven-day online cancellation save window.

7.    Establishes association-wide standards for welcomes, tours, membership conversations, follow-up, service recovery, and saves.

8.    Coaches branch membership leaders and creates clear accountability for the member experience and results.

9.    Directs member intelligence reporting and analysis to identify trends, understand attrition, and guide improvement.

10. Keeps member voices at the center through surveys, conversations, feedback, and personal follow-up.

11. Strengthens referrals and word-of-mouth by helping members invite others to find connection and belonging at the Y.

12. Directs corporate membership growth, retention, employer engagement, and connections to Y programs and wellness opportunities.

13. Partners with Marketing and Communications to align campaigns, offers, lead follow-up, and member communications with the Y brand and branch capacity.

14. Works with program and branch leaders to connect members with programs, events, volunteer service, community impact, and charitable giving.

15. Ensures membership practices are welcoming, equitable, accessible, and consistently applied across all membership pathways.

16. Maintains membership procedures, training resources, playbooks, quality standards, and effective use of Daxko systems.

17. Supports budgeting, forecasting, promotional planning, and evaluation of membership and retention investments.

18. Represents the YMCA in Y-USA networks, vendor relationships, and community partnerships related to membership.

19. Performs additional duties in support of association goals and priorities.

NOTE: This job description reflects management’s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned.

YMCA Competencies Multi-Team Leader

Mission Advancement: Models and teaches the Y’s values; inspires others to support and advance the Y’s mission.

Collaboration: Builds relationships, creates sustainable partnerships, and works across departments and branches to achieve shared outcomes.

Operational Effectiveness: Establishes plans, standards, and accountability systems that produce high-quality, measurable results.

Personal Growth: Provides staff with feedback, coaching, guidance, and opportunities to grow.

Communication: Listens actively and communicates clearly with members, staff, volunteers, and leaders.

Change Leadership: Uses feedback and data to guide improvement, build commitment, and sustain effective change.

Qualifications

1.    Bachelor’s degree in a related field or equivalent experience.

2.    Five or more years of leadership experience in membership, customer experience, sales, retention, hospitality, or operations, preferably across multiple locations.

3.    Demonstrated success improving retention, service, engagement, sales, or revenue through strategy, coaching, and accountability.

4.    Experience developing service standards, onboarding, retention programs, procedures, and quality practices.

5.    Strong analytical skills with the ability to turn data, trends, and member feedback into action.

6.    Excellent leadership, coaching, communication, and relationship-building skills.

7.    Ability to lead association-wide initiatives, manage priorities, and work effectively across a multi-branch organization.

8.    Proficiency with Microsoft Office and member management systems; Daxko Operations and Daxko Engage experience preferred.

9.    Experience in a YMCA or other mission-driven or membership-based organization preferred.

10.  Ability to travel among First Coast YMCA locations and occasionally work evenings or weekends.

NOTE:   This job description reflects management’s assignment of essential functions.  It does not prescribe or restrict the tasks that may be assigned