Job Description

Job Description

Join a Mission-Driven Team Focused on Growth, Service, and Community


The Tampa Metropolitan Area YMCA is hiring a Membership Director for the New Tampa Family in one of our largest and most active suburban locations. This leadership roles is ideal for someone who thrives in a fast-paced, people-centered environment and has a proven track record of driving membership growth, team leadership, and Best in Class customer service.


Why Work for the Tampa Y?


Expanding Impact
Be part of a growing, financially strong YMCA serving diverse, vibrant communities throughout the Tampa Bay area.


Excellent Benefits
Enjoy comprehensive health coverage, retirement contributions, paid time off, wellness perks, and professional development support.


Incredible Location
Live and work in a region known for its beautiful weather, active lifestyle, and family-friendly communities.


Strong Culture
Join a team that values collaboration, service, and creating a welcoming environment for all.


Growth


Learn from some of the longest tenured senior leadership in the YMCA movement, committed to development and advancement, with 4 current Executive Directors who served in Membership Director roles earlier in their Tampa Y careers.


About The Role


Reporting to the Center Executive Director, the Membership Director is responsible for the oversight and success of all membership operations. This includes membership acquisition and retention (70%), staff development (10%), community engagement (20%), and ensuring a high-quality experience for members from first visit through ongoing participation.


What You’ll Do

  • Lead all aspects of membership acquisition, engagement, and retention

  • Develop and implement strategies to grow membership and strengthen member satisfaction

  • Monitor membership metrics and trends to inform planning and improve performance

  • Collaborate with other department leaders to align membership efforts with program goals

  • Represent the Y in the community to build awareness, partnerships, and member recruitment opportunities

  • Promote a culture of Best in Class customer service and continuous improvement

  • Hire, train, and manage a high-performing Welcome Center and sales team
    • Qualifications

    What We’re Looking For

  • 3+ years of experience in membership or other related sales experience

  • Strong leadership and team development skills

  • Excellent communication and interpersonal abilities

  • Results-driven mindset with the ability to analyze data and adjust strategies

  • A commitment to creating inclusive, respectful, and engaging member experiences

  • Familiarity with CRM or membership management systems is a plus
    • Essential Functions

    Program Quality and Growth

  • Welcome Center Operations > Leads the welcome center operations to ensure membership engagement, acquisition, retention, and continuous improvement to include, but not limited to: Ensure standards are being followed for member service and engagement.
    Timely notification to member services team associates about any changes regarding center, program and other related information critical to member service and engagement.

  • Membership Enrollment > Drives membership enrollment including meeting/exceeding established goals. This includes: Assists the association marketing team and center leadership teams to execute enrollment and marketing plans for the center.
    Overseeing the identification and follow-up on opportunities to increase membership and converts prospects to members.
    Assists with meeting/exceeding revenue goals (net) for new and existing membership and optimizes the center(s)’ membership
    Assists with leveraging marketing resources and drives frequent/regular community, web and social media communications and engagement.
    Conducts new, returning, and prospect cause-driven member tours and assisting in ensuring a seamless transition based on member-specific needs and interests.
    Identify and attend community events to promote Y membership.
    Solicit and track sales leads, continually follow-up with prospective members to secure tour appointments, perform all feature/benefit tours of the family center, and close tours by enrolling prospects as members.
    Providing enrollment and marketing support as needed including web and/or social media communications and engagement.

    • Operations/Team Leadership

  • Administration > Manages daily business and administration functions, welcome center operations to ensure best in class membership experience. Supervises/coaches team and ensures welcome center operations align with member experience, member acquisition, and member administration goals.
    Generates and/or analyzes membership, enrollment, and revenue reports to monitor and report on achievement of membership goals.
    Ensures adherence to all YMCA policies and procedures regarding the safety, health and welfare of members, program participants, guests and staff.

  • Team Leadership Hire, develop, motivate and retain a team of membership associates committed to the YMCA’s mission and Promise.
    Advocates for association-wide practices and is a source for innovative ways to grow the membership experience, base, and practices.
    Provides collaborative leadership and guidance to peers through association-wide membership meetings, direct one-on-one best practice sharing with peers both in and outside the center.
    Develops and monitors staff member development plans and training opportunities that promote career growth within the Y.

    • Membership Engagement and Retention > Increases member connection and commitment to YMCA programs and services ensuring the member experience is consistent, integrated and aligned to YMCA goals including:

  • Gathers data about member satisfaction and interests to ensure connection to programs, services, and other members.

  • Partner with center leadership, program operations, and other related teams to ensure the member experience is consistent, integrated and aligned with member needs.

  • Oversees new and returning member orientation to ensure effective onboarding to include wellness and program teams.
     

    • Safety and Risk Management

  • Ensures all Tampa Y program standards and best practices are implemented and followed. Applies YMCA policies and procedures, including those related to best practices, emergency procedures, medical and disciplinary situations and child abuse prevention.

  • Ensures all program associates are properly trained and prepared for emergency situations. This includes implementing and following training requirements in addition to ensuring proper reporting of all incidents/accidents according to risk management procedures.

  • Maintains proper records, including associate certifications, meetings, and trainings.

  • Schedules associates and volunteers in accordance to safety and program needs and ensures all safety and program ratios are followed.

  • Monitors programming to adhere to all state, local and YMCA health & safety regulations.

  • Completes all job related, supervisory and other trainings as required.

  • Performs all other duties as assigned.

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