Assistant Director of Membership

Position Summary

Assists in all aspects of membership for the organization including recruitment of new members, retention of existing members and assists in supervision of part‑time staff. Assists in the development of plans and implementation of new procedures and methods to achieve strategic goals. Helps plan and implement member appreciation days and other retention events.

• Implements membership strategies that support recruitment of new members and retention of existing members. Creates a member‑focused culture and models relationship‑building skills (including Listen First) in all interactions. Fosters a climate of innovation and resolves problems to ensure member satisfaction.
• Assists the director to recruit, hire, train, develop, schedule and direct Welcome Center personnel and volunteers as needed. Assists in reviews and evaluates staff performance. Develops strategies to motivate staff and achieve goals.
• Promotes program and membership enrollment in interactions with existing and potential members. Coordinates program registration, including logistics to support phone, walk‑in and web registration. Coordinates with marketing efforts to maximize enrollments and provides ongoing support to Program Directors on related issues.
• Maintains staff scheduling for Member Service Representatives. Serves as backup for front desk staff.
• Actively supports the organization’s DEIB commitments by modeling equity, diversity, inclusion, and belonging in daily work. Recommends and helps implement strategies and initiatives that advance the organization’s diversity goals.
• Updates and maintains a Customer Service Operational Training Manual. Provides training on the SGA computer system, telephone etiquette, meeting and greeting members and other visitors, and the history of the West Suburban YMCA.
• Ensures the customer service area is adequately supplied with informational materials, schedules and forms. Orders supplies as needed. Clearly communicates with staff regarding daily events, policy changes, promotions and other issues concerning the staff.
• Ensures proper implementation of Welcome Center procedures. Reviews and updates desk procedures and communicates changes to staff. Coordinates with the business office on financial transactions.
• Participates in staff meetings and related meetings.
• Motivates and energizes the Membership Staff to be cause‑driven leaders. Leads by example. Organizes trainings including but not limited to sales, customer service, Listen First and Cause‑Driven Leader.
• Provides tours of the facility highlighting all areas of interest. Develops scripts for new employees that highlight the Y’s programming and mission.
• Helps Membership Staff understand the YMCA’s mission and cause. Models and teaches cause‑driven leadership characteristics for the Welcome Center.
• Assists with mentoring and training volunteers or interns in the membership department.
• Makes flexible adjustments for scheduling, including one weekend day and some evening or early morning hours, opening and closing responsibilities, and occasional time‑card approval.
• Helps organize monthly membership events and coordinates registration, staffing and promotional items for community festivals and events, representing the YMCA at these events.
• Runs membership reports, including reciprocity reports, to ensure trends are noted and numbers are accurately documented.

• High school diploma or equivalent required; additional college coursework and/or experience in membership, customer service, sales, or community engagement preferred.
• One to two years of supervisory experience in customer service preferred.
• Excellent personal computer skills and experience with standard business software.
• Commitment to support and further our equity‑centered work as an organization. Actively supports all DEIB efforts.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Analytical skills: able to analyze information, identify problems and trends, and solve complex problems.
• Strong time‑management, organizational and project‑management skills, with the ability to manage multiple…