Associate Membership Director

Job Title:  Associate Membership Director 

Department:  Member Experience 

Classification:  Exempt, full time, M-F typically with occasional work on weekends and evenings for special events, meetings, or incidents

Reports to:  Senior Director of Member Experience 

Our Culture 
Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you. 

 
Position Summary 
This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. The Associate Membership Director is the second-in-charge leader overseeing all aspects of membership including sales, customer service, retention of existing members, and supervision of assigned employees. They develop, plan and implement new procedures and methods to achieve strategic goals for membership sales, guest relations, and member engagement. Under the guidance and supervision of the Senior Director of Member Experience, the Associate Membership Director will direct all activities related to membership sales while working alongside the Membership Representative Team. The Associate Membership Director ensures that members have an inspiring first impression that embodies genuine caring and fosters a sense of community and acceptance. 

 
Essential Functions 

• Oversees the overall Welcome Center functions of customer service, guest relations, member services, and membership sales at our Y.  

• Leads out as the second-in-charge relative to all membership responsibilities and duties. Under the direction of the Senior Director of Member Experience provides oversight, guidance, and leadership that may require availability during non-typical work hours.   

• Supervises the Welcome Center employees, including recruiting, hiring, training, and overseeing performance evaluations and disciplinary actions as needed. 

• Supports the Senior Director of Member Experience’s needs to engage in long-term strategic analysis and planning associated with the Y’s membership goals, by frequently handling critical day-to-day responsibilities including incident responses, following up with members regarding feedback, insurance billing questions, collections, etc. 

• Creates a member-focused culture and models relationship-building skills in all interactions. 

• Promotes program and membership enrollment with existing and potential members; coordinates program registration, including logistics, to support phone, walk-in and web registration; assists in coordinating marketing efforts to maximize enrollment. 

• Works in collaboration with senior management to review and evaluate employee procedures, performance and membership procedures. 

• Develops Standard Operating Procedures (SOPs) to ensure compliance with the policies and best practices of our Y, YMCA of the USA and Nationwide; ensures our Y employees follow procedures. 

• Oversees responsibility for higher level DAXKO procedures like merging units, refunds and reconciling close-outs, checking employee DAXKO use and regular monitoring of reports. 

• Coordinates team communication and meetings for the sharing of critical new policies, event info, safety updates and membership SOPs. 

• Monitors membership data to develop a deep understanding of member outcomes and trends. 

• Ensures that all membership-related forms, equipment and supplies are ready for the team. 

• Coordinates cash envelopes, close out procedures, and reconciles finance details as needed with the Senior Director and/or accounting and finance employees. 

• Manages and provides Financial Assistance opportunities for members and guests; helps to manage annual renewals or adjustments in Financial Assistance programs. 

• Reviews, approves and submits employee timecards to payroll system. 

• Works with supervisor to develop member retention strategies and corresponding outreach. 

• Develops strategies to help employees identify, articulate, and accomplish goals. Conducts regular trainings for the Welcome Center staff. 

• Actively cultivates relationships with members and program participants which embody our core values of caring, honesty, respect and responsibility. 

• Fosters a climate of innovation and resolves problems to ensure member satisfaction. Handles, and may resolve, membership concerns and incidents, will escalate issue to appropriate leadership as needed; informs supervisor of unusual situations or unresolved issues. 

• May cover hours or shifts at the Welcome Center as needed, with remaining hours in a strategic, supervisory, leadership role. 

• Participates in special events and trainings as necessary, which may require occasional evening or weekend hours. 

• Complete all required trainings as assigned by supervisor, by scheduled due dates. 

• Applies professional and managerial principles and judgment regarding membership, within the overall direction established by senior management; decisions could have a major financial impact on the Y. 

• Solves complex problems, applying research, training and business approaches in new ways. Develops and recommends new alternatives to senior leaders. Successful problem-solving could have a significant impact on the Y. 

• Engages in regular interactions to create, negotiate and enact strategically important agreements, requiring considerable tact, sense of timing and the ability to engender trust, with sensitivity to diverse audiences. 

• Regularly demonstrates high attention to detail and deadlines. 

• Regularly has simultaneous exposure to multiple disagreeable elements, including occasional high-intensity interactions with members or guests. 

• Must maintain a current, valid Oregon driver’s license, a DMV driving record that meets YMCA standards, and evidence of insurability throughout entire term of employment. 

• Other duties as assigned. 

 
Minimum Qualifications 

• Three and a half years of professional customer service, sales, guest relations or related work experience 

• One or more years of experience supervising a team in a professional environment 

• Previous experience with customer relationship management (CRM) software or other database applications 

• Previous experience analyzing reports and data to make informed decisions or recommendations about new programs, initiatives and/or operating procedures 

• At least intermediate level expertise with Microsoft Office apps, including Word, Excel, Outlook, Teams, OneDrive); as well as the Google Suite of apps (Drive, Docs, Sheets, Forms) or equivalent 

 
Preferred Qualifications 

• Previous experience working at a YMCA 

• Previous experience working at a nonprofit organization 

• Previous experience working in a customer service role in a fitness facility 

• Conversational fluency in Spanish 

 
Professional Competencies 

• Must demonstrate emotional maturity, strong responsibility and excellent interpersonal skills 

• Ability to create solutions and go above and beyond to build relationships, follow policies, and employ exceptional problem-solving skills 

• Ability to relate effectively to diverse groups of people from all social and economic segments of the community 

• Highly attentive to details and deadlines 

• Capacity for thinking on your feet in response to challenging situations, de-escalating difficult conversations, and complex creative problem solving 

 
Physical Demands 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Regularly required to use a computer for extended periods of time; be able to communicate using a computer, phone, and smart device 

• Frequently required to stand, sit and reach, and must be able to move around the work environment 

• Must be able to quickly and efficiently tour and move through the Y, including up and down stairways 

• Must occasionally lift and/or move up to 25 pounds 

• Specific vision abilities include close vision, distance vision and the ability to adjust 

• Noise level in the work environment varies, though is usually moderate 

 
Full-time Employee Benefits & Discounts 

• Careers | Eugene Family YMCA (eugeneymca.org) 

The Eugene Family YMCA is an Equal Employment Opportunity Employer. 
 

The Eugene Family YMCA is committed to creating an environment of mutual recognition where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. The Y believes that diversity, inclusion, and a sense of purpose and belonging in the workplace are critical to the achievement of our mission. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool. 
 

If you need assistance or an accommodation due to a disability, you may complete the ADA Accommodation Request Form; or contact us at hr@eugeneymca.org or 541-686-9622, ext. 246. 
 

The Y: We're for youth development, healthy living, and social responsibility.