MEMBERSHIP DIRECTOR

The Membership Director supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living, and social responsibility. This position directs all aspects of the Thomasville YMCA’s membership program including recruitment of new members, retention of existing members, creation and sustainment of corporate and community partnerships, and supervision of assigned staff.

• Two to three years’ experience in business management, office management, or customer service leadership is preferred.

• Strong management and decision-making skills including the ability to influence, engage, and lead others.

• Ability to coach, mentor, relate and listen to team members.

• Exceptional written and interpersonal skills with the ability to effectively communicate with a diverse group of staff and clients.

• Demonstrated computer proficiency with Microsoft Office tools and database systems.

• Self-Motivated, results driven, detail oriented and adaptable.

• Able to exercise good judgement, discretion, and confidentiality.

• Must have strong collaborative work ethic.

• Must submit to and successfully pass a criminal history background check and child abuse clearance.

• Must understand, support, and be able to articulate the YMCA’s mission and core values.

• Implement membership strategies that support recruitment of new members and retention of existing members. Creates a member-focused culture and models relationship-building skills in all interactions. Problem solves situations to ensure member satisfaction.

• Ensures exceptional customer service standards at the front desk and throughout all member touchpoints.

• Responds to all members and community inquiries and complaints in a timely manner.

• Organizes membership events at the YMCA and represents the YMCA at community events.

• Assist in YMCA fundraising activities and special events.

• Prepares key membership data for monthly/annual reports in a timely and efficient manner.

• In conjunction with the marketing department, this position is responsible for new member sales, membership promotion, membership recognition and member appreciation activities.

• Assists with membership account maintenance such as the collection of unpaid membership fees and the processing of third-party memberships.

• Oversees and manages the YMCA membership budget.

• Process cancellations, bank draft returns. Terminate memberships if necessary.

• Process refunds and credits related to membership.

• Handle in-person members and member phone calls related to membership account inquires, problems, etc.

• Keep updated and accurate records for credit card draft processing.

• Monitor membership trends, analyze data and prepare regular reports to inform decision-making and track progress toward goals.

• Collaborate with program and wellness staff to integrate membership best practices across each department.

• Develop effective working relationships with service groups, community organizations and companies, including making presentations.

• Other duties as assigned by the CEO, even if outside of the position description, to contribute to the overall success of the YMCA.