Membership & Family Engagement Director

Overview Lead with heart Build community & boost belonging as our Family & Membership Engagement Director at the YMCA. 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 Member and Family Engagement Director will oversee the day‑to‑day operations of Member Services, manage Birthday Parties and our Childwatch program, and deliver innovative value‑added programming to increase joins, retention and elevate our reputation within the communities we serve. Qualifications Bachelor’s degree and/or equivalent experience in a related field. Minimum three years of YMCA experience or in a customer‑service field. Experience creating, delivering and managing innovative programs that enhance the member experience. Ability to relate effectively to diverse groups of people from all social and economic segments of the community while articulating the YMCA’s purpose and mission and demonstrating the YMCA’s character values. Listen First Training. Excellent cash‑handling skills. Excellent human‑relation skills and an ability to maintain positive communication with staff and members. Capability to address and make solid decisions in emergency situations. High level of confidentiality. Excellent verbal and written communication skills, including telephone etiquette. CPR/First Aid Certification within three months. Ability to respond to safety and emergency situations. Supervisory experience is a plus. Essential Functions Understands, supports and is committed to the YMCA cause and our role in the community, working to ensure a diverse and inclusive culture at the Y. Provides excellent service to all members, staff, volunteers and guests and builds relationships by using names and initiating conversations. Recruit, hire, train, supervise, develop and schedule all employees and volunteers within your department(s). Must be knowledgeable in all functions of the Member Services Desk, completing program and membership enrollments, cancellations and other member‑service duties with a focus on continuous improvement. Manages Member Services and Family programs scheduling, monitors vacant shifts, and leads, directs, or teaches activities/classes/shifts when staff or volunteers are unavailable. Follows all policies and procedures as set forth in the employee handbook, director handbook, department handbook and the emergency response plan manual; actively participates in management team meetings and committees as assigned. Develops your department’s annual budget and monitors and makes adjustments as needed. Completes and approves payroll for your department as outlined in the payroll guidelines. Conducts annual performance reviews on all employees within your department. Collaborates with other directors, Y’s, and community groups. Leads staff meetings to keep Member Services and Family and Childwatch staff advised and informed of all program offerings, class scheduling, membership changes, policies, etc. Works closely with the Marketing and Communications Director & Supervisor to develop and implement a year‑around ongoing membership promotion program and plan. Works with local business partners and the Community Wellness Director to foster and grow the corporate membership program. Monitors monthly and annual membership statistics and produces reports needed for staff and volunteer boards and committees. Takes any necessary actions in relation to accidents and incidents that occur within the Downtown facility. Performs other related duties as assigned by your supervisor or CEO. Competencies Engaging Community: Builds bridges with others in the community to ensure the Y’s work is community‑focused and welcoming of all. Collaboration: Creates sustainable relationships within the Y and with other organizations in service to the community. Communication & Influence: Listens and expresses themselves effectively and in a way that engages, inspires, and builds commitment to the Y’s cause. Inclusion: Values all people for their unique talents, and actively promotes practices that support diversity, inclusion, and global work, as well as cultural competence. Critical Thinking & Decision Making: Makes informed decisions based on logic, data, and sound judgment. Fiscal Management: Manages the Y’s resources responsibly and sustains the Y’s nonprofit business model. Functional Expertise: Executes superior technical skills for the role. Innovation: Creates and implements new and relevant approaches and activities that improve and expand the Y’s work and impact in the community. Program/Project Management: Ensures program or project goals are met and intended impact occurs. Developing Self & Others: Develops self and supports others (e.g., staff, volunteers, members, program participants) to achieve their highest potential. Emotional Maturity: Demonstrates the ability to understand and manage emotions effectively in all situations. Seniority level Mid‑Senior level Employment type Full‑time Job function Business Development and Sales Industries Non‑profit Organizations Location: Foxborough, MA Salary: $125,000 - $145,000 Posted: 3 months ago Referrals increase your chances of interviewing at YMCA of the USA by 2x. #J-18808-Ljbffr