Director of Membership & Community Engagement

Job Description

Job Description

YMCA OF THE TWIN TIERS JOB DESCRIPTION

Job Title: Director of Membership & Community Engagement

Branch: Olean Branch

FLSA Status: Non-Exempt

Status: Full-Time

Reports to: Executive Director

Last Revision Date: 3.18.26

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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 YMCA’s 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 YMCA’s 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.

17. Lead the development and expansion of workplace wellness partnerships and community engagement initiatives to drive revenue and visibility.

18. Collaborate with branch leadership and marketing teams to implement membership promotions, outreach strategies, and communications that drive membership growth and community awareness.

19. Educate members, volunteers, and the community about the charitable mission of the YMCA and its impact.

20. Participate in branch leadership initiatives including committees, special events, strategic planning activities, and Leader on Duty responsibilities as scheduled.

21. Serve as a Staff Liaison for the Olean Annual Campaign, actively cultivating relationships with donors and sponsors, supporting the recruitment and retention of campaigners, and leveraging youth and family programming initiatives to advance the YMCA’s mission and community impact.

22. Responsible for Leader on Duty (LOD) scheduling system to ensure consistent leadership coverage and operational support for the Olean YMCA branch operations.

23. Perform all other duties as assigned by the Executive Director in an efficient and timely manner.

This job description may not be all-inclusive and duties may be modified when deemed appropriate by the Executive Director, VP of Operations, and CEO. Employees are expected to perform all other duties as assigned and directed by the supervisors.

YMCA COMPETENCIES:

Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

QUALIFICATIONS:

1. Bachelor’s degree in business administration, communications, marketing, recreation management, human services, or related field, or equivalent professional experience.

2. Minimum of three to five years of experience in membership operations, sales, community engagement, or customer service leadership.

3. Demonstrated experience supervising staff and leading teams.

4. Experience in budgeting, financial oversight, and data-driven decision-making.

5. Ability to establish and grow relationships with community partners, businesses, and stakeholders.

6. Strong communication, interpersonal, and public relations skills.

7. Ability to manage multiple projects and priorities in a dynamic environment.

8. Strong computer and technology skills, including membership management software and reporting tools.

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.

The employee needs sufficient strength, agility and mobility to perform essential functions and to supervise program activities in a wide variety of indoor and outdoor locations. While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device. The employee frequently is required to sit and reach, and must be able to move around the work environment. The employee must occasionally lift and/or move up to 50 pounds.

Travel to various locations for events may be required. While performing the duties of this job at outdoor events, the employee may be exposed to weather conditions prevalent at the time. Must have a valid driver's license.

TRAINING REQUIREMENTS:

1. The following training courses are required before beginning work: Child Sexual Abuse Prevention; Managing Your Exposure to Bloodborne Pathogens; Preventing Member Slips, Trips, and Falls; Sexual Harassment Prevention for Employees.

2. Within 90 days of hire: CPR/AED/FA

3. YMCA business software training; Daxko, SGA, and ADP; within 60 days of employment.

4. YMCA Leader Certification within 30 days of hire and YMCA Team Leader Certification within first 12 months.

END RESULTS:

1. YMCA members and guests will enjoy a safe and fun experience participating in Youth & Family Programs.

2. This position provides a quality experience for everyone, including but not limited to Health Seekers, Members, Participants, Internal Customers, Fellow Staff Members, Vendors, Volunteers, and others.

3. The YMCA will be recognized by the community as providing excellent service to all who walk through our doors or contact us on the phone.

4. The YMCA will effectively connect and build relationships with its members and the community, resulting in increased member enrollment and retention.

5. Consistent superior member service and satisfaction resulting in continued growth in membership, programs, and special services.