Membership Sales Director

Overview
The Membership Sales Director leads branch membership sales, retention, and member experience. This visible, hands-on leader coaches the membership team, manages staffing and performance, and regularly works at the welcome desk and throughout the facility to build relationships, connect members
to YMCA programs, and achieve revenue and membership goals.

OUR CULTURE
Our mission and values come to life through a culture that is welcoming, genuine, hopeful, nurturing, and determined. We strengthen community by helping every person belong, grow, and reach their potential.

ESSENTIAL FUNCTIONS

Membership Sales, Growth, and Fundraising

• Achieve monthly, quarterly, and annual membership, revenue, and net-growth goals through branch sales plans, lead generation, tours, follow-up, referrals, reactivation, and community outreach.
• Maintain an active role in prospect engagement, tours, objection handling, follow-up, and closing memberships; train staff to communicate the YMCA value proposition and recommend appropriate programs and services.
• Monitor sales activity and staff performance and intervene promptly when results fall below goal. • Serve as a leader in branch fundraising activities for the Annual Support Campaign, including the solicitation of funds to support financial assistance, military family initiatives, community outreach, and branch goals and objectives.

Retention and Member Experience

• Own retention performance and implement measurable strategies to reduce preventable cancellations and strengthen member loyalty.
• Ensure effective member onboarding and follow-up during the first 30, 60, and 90 days, and lead outreach to members with low usage, concerns, or cancellation risk.
• Create a relationship-based culture in which staff know members, understand their goals, celebrate milestones, and connect them to programs, services, volunteer opportunities, and one another.
• Resolve member concerns promptly and coordinate appreciation, feedback, recognition, and engagement activities.

Front Desk Leadership and Visibility

• Maintain a highly visible presence at the welcome desk and throughout the facility, including peak periods, evenings, weekends, and Manager-on-Duty assignments.
• Work a minimum of 30 hours per week in direct member-facing coverage unless otherwise directed by the supervisor.
• Model exceptional hospitality, monitor front desk operations, provide real-time coaching, and ensure timely, accurate follow-up to in-person, telephone, email, and digital inquiries.
• Maintain a professional, organized, welcoming, and sales-ready environment and ensure staff follow dress and name-badge standards.

Staff Leadership and Scheduling

• Recruit, hire, onboard, train, schedule, supervise, coach, and evaluate member experience staff. • Build schedules around traffic, sales opportunities, service needs, approved payroll hours, and budget expectations; monitor timekeeping, attendance, overtime, and productivity.
• Set and review individual and team goals, conduct sales and service training, recognize strong performance, and address deficiencies through coaching and progressive accountability.
• Develop staff for increased responsibility and maintain a dependable, trained leadership bench. Performance and Fiscal Accountability
• Use Daxko and other approved systems to track membership units, revenue, leads, conversions, retention, cancellations, accounts receivable, and staff performance.
• Provide weekly and monthly performance updates, including results, trends, barriers, and corrective actions.
• Manage the department budget, payroll, staffing hours, supplies, controllable expenses, transactions, cash handling, discounts, refunds, account changes, and timecard approvals in accordance with Association policy.
• Serve as an active member of the Branch Leadership Team and contribute to branch-wide financial, program, service, and community-impact goals.

Community, Cause, and Compliance

• Build relationships with members, guests, volunteers, staff, community partners, and prospects to strengthen trust and generate membership opportunities.
• Ensure compliance with YMCA policies, brand and service standards, safety requirements, child abuse prevention practices, and required training.
• Model the YMCA values of Caring, Honesty, Respect, and Responsibility.
• Ensures the safety and well-being of consumers by maintaining professional boundaries, completing required abuse risk management training, following procedures for high-risk activities and supervision, reporting suspicious or inappropriate behaviors and policy violations, and adhering to mandated abuse reporting requirements.
• Performs other duties as assigned.

LEADERSHIP COMPETENCIES

• Communication & Influence
• Developing Self & Others
• Engaging Community

PHYSICAL DEMANDS
Must have sufficient strength, agility, mobility, and mental alertness to perform essential duties, supervise activities, recognize hazards, and respond to emergencies, including administering CPR and First Aid. Reasonable accommodations may be made for qualified individuals with disabilities.

QUALIFICATIONS

• Bachelor’s degree in business, recreation, human services, or a related field, or equivalent relevant experience.
• Three or more years of leadership experience in membership sales, customer service, retail sales, or program management.
• Demonstrated success coaching customer-facing teams, achieving sales and retention goals, and creating a welcoming member experience.
• Ability to analyze membership, revenue, retention, staffing, and productivity reports and take corrective action.
• Strong communication, relationship-building, organization, and conflict-resolution skills; experience working with diverse populations preferred.
• YMCA Team Leader certification preferred. Current CPR/AED, First Aid, and Emergency Oxygen certifications required or obtained within the required timeframe.

CHILD ABUSE PREVENTION
Support the YMCA’s zero-tolerance commitment to abuse by following all child-safety policies, completing required training, reporting suspicious behavior or policy violations, and promptly reporting health and safety hazards.

REQUIRED TRAINING AND CERTIFICATIONS

• Complete required YMCA onboarding, harassment prevention, hazardous communications, blood-borne pathogens, and child abuse prevention training.
• Maintain CPR/AED annually and First Aid and Emergency Oxygen certifications every two years.