Director of Membership & Community Engagement

Branch: Olean Branch

FLSA Status: Non-ExemptStatus: Full-Time

Reports to: Executive DirectorLast Revision Date: 3.18.26_

POSITION SUMMARY:The Director of Membership & Community Engagement is primarily responsible for driving membership growth while also focusing on engagement, retention, and strengthening connections within the community. This hands-on, public-facing role creates welcoming experiences, builds relationships with members and prospective members, and supports programs that encourage participation and connection.Working closely with branch leadership, the role implements membership-focused strategies, coordinates with program leaders, and develops community partnerships that enhance the YMCAs visibility and impact. Success in this role is measured first and foremost by membership growth, along with engagement levels, program participation, and the ability to create meaningful experiences that foster connection and belonging.ESSENTIAL FUNCTIONS:1\. Provide strategic direction and leadership for membership growth, engagement, and retention, ensuring alignment with YMCA of the Twin Tiers mission and branch priorities.2\. 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.3\. Analyze membership trends, data, and sales metrics to inform decision making and implement innovative strategies that drive sustainable growth and retention.4\. Develop, manage, and be accountable for the membership department operating budget, ensuring strong financial performance and alignment with organizational goals.5\. 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. 6\. Provide leadership and ensure operational excellence within the membership department and member service functions to ensure efficient systems and exceptional service.7\. 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.8\. Provide leadership for cause-driven tours, membership enrollment systems, and service standards to ensure a consistent and welcoming experience.9\. Develop and implement structured member onboarding strategies, including intentional connection points within the first 90 days of membership.10\. Recruit, hire, train, supervise, and evaluate membership and engagement staff to ensure exceptional service and operational excellence.11\. Provide coaching, professional development, and performance management to support staff growth and leadership development.12\. Promote a welcoming, inclusive, and member-focused culture that enhances the YMCA experience for members, participants, and guests.13\. Ensure all youth and sports programs adhere to YMCA standards for safety, child protection, and risk management by monitoring program quality, maintaining equipment and facilities to meet safety standards, and overseeing compliance with policies and procedures through Praesidium to provide a safe and positive experience for all participants.14\. Establish and implement systems to capture and leverage member feedback, driving continuous improvement in satisfaction and experience.15\. Develop, grow, and maintain relationships with local school districts, community organizations, corporate partners, and civic leaders to expand the YMCAs reach and impact.16\. Serve as a visible ambassador and community leader of the YMCA at community events, civic engagement opportunities, and high impact partnership opportunities to increase awareness of YMCA programs and services.