Member Engagement Director at YMCA of Greater Grand Rapids – Grand Rapids, Michigan

POSITION SUMMARY:

The Member Engagement Director provides leadership and operational oversight for all aspects of the member experience within their YMCA branch. This role is responsible for creating a welcoming, inclusive, and service-focused environment that supports member satisfaction, engagement, and retention.

The Member Engagement Director leads and develops the membership team, including Lead Membership Specialists, Member Service Representatives, and Leader on Duty staff, ensuring consistent delivery of a high-quality experience across all areas of the branch. This position plays a key role in shaping the member journey, from first point of contact through ongoing engagement, while fostering a culture aligned with the YMCA’s mission and values.

In partnership with the Branch Executive Director, this role supports day-to-day operations and drives membership growth through intentional strategies, data-informed decision-making, and strong team leadership.

This position may involve early morning, evening, and weekend hours.

ESSENTIAL FUNCTIONS:

• Creates a member-focused culture and models relationship-building skills (including Listen First) in all interactions.
• Implements membership strategies that support retention of existing members.
• Fosters a climate of innovation and resolves problems to ensure member satisfaction.
• Supervises all front-facing staff within the membership team. Provides coaching, training, feedback, and corrective action as needed.
• Schedules team members to fulfill department objectives and maintain high customer satisfaction while keeping within the budgeted guidelines.
• Manage bi-weekly payroll.
• Collaborate with Program Directors to support the member experience for acquiring program information along with creating a positive registration process.
• Organizes membership events at the Y and represents the Y at community events to promote the Y.
• Works with Association leadership to develop the annual membership budget.
• Sets annual new member sales and termination goals, with assistance from Operational leadership.
• Manages and implements the approved budget and takes appropriate action to correct variances.

Performs any other functions deemed to be necessary for the smooth and efficient operation of the YMCA of Greater Grand Rapids Association

COMPENSATION

$55,000 - $65,000 ; Full Time; Salary Exempt

BENEFITS

• Free YMCA Family Membership – Enjoy full access to facilities & program discounts for you and your family!
• 20% Childcare Discount – Discount is off the regular rate for each child enrolled in a YMCA childcare program, excluding the infant room.
• Comprehensive Medical Coverage – Up to 93% employer paid plan options through Blue Care Network.
• Dental and Vision Insurance – low-cost coverage options.
• Health Savings Account (HSA) – Receive up to $1,040 in employer contributions each year to help cover qualified medical expenses.
• Generous Paid Time Off – Beginning with 4 weeks of PTO per year, plus 9 paid holidays.
• Paid Parental Leave - Dedicated time off to support you during the arrival or adoption of a child.
• Retirement Savings – 12% employer retirement contribution, no match requirement (upon eligibility) and a 403(b) savings plan.
• Paid Disability Leave – short & long term disability coverage.
• Life Insurance – employer paid life insurance, plus voluntary coverage for the entire family.
• Optional Insurance – Customize your coverage with options like accident, hospital, pet, and legal insurance, plus more to fit your lifestyle and needs.
• Pay on Demand – Access your earned wages before payday.
• Professional Growth – Access to ongoing training, development programs, and career advancement opportunities
• Loan Forgiveness - Eligible employees can also take advantage of Public Service Loan Forgiveness (PSLF).
• Employee Assistance Program (EAP) – Free, confidential resources and counseling for you and your family.

QUALIFICATIONS:

• Education: Bachelor’s degree (BA, BS) preferred
• Experience: Four years related experience in marketing, customer service, or sales; or equivalent combination of education, training, and experience required. Minimum of two years of supervisory experience required.
• Proven Expertise: Must possess a strong working knowledge of Windows, Word, Excel, and PowerPoint. Position also requires exceptional critical thinking and decision-making capabilities as well as excellent oral and written communication skills. Strong analytical skills with the ability to assess and align department initiatives with organizational goals.
• Mission-Driven Leadership: Demonstrated ability to build and sustain positive working relationships at all levels. Ability to interact with people of all ethnic backgrounds, ages and lifestyles.

CERTIFICATES, LICENSES, REGISTRATION

• Cardiopulmonary Resuscitation (CPR) within the first 60 days
• First Aid Certification required within the first 60 days
• Blood Borne Pathogen training
• State of Michigan criminal background clearance (ICHAT)

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

The work environment and 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.

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to communicate effectively to all levels of the organization.
• Ability to apply critical thinking skills to troubleshoot and perform root cause analysis.
• Ability to present data and concepts to large groups of people and be understood.
• Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.
• Ability to apply common sense understanding in order to carry out instructions furnished in written, oral, or diagram form.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand. The employee is occasionally required to walk, climb, or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

TRAVEL:

0 - 5% of local travel within the state of Michigan; occasional out-of-state travel may be required for educational conferences or training.

Recruitment Timeline

• Application Deadline: April 5
• First-Round Interviews (Phone): April 7
• Second-Round Interviews (Virtual): April 10
• Final-Round Interviews (In-Person Panel): April 13
• Anticipated Start Date: May 4