Senior Director of Membership and Wellness

POSITION SUMMARY:

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 Senior Director of Membership and Wellness is a senior leader team member responsible for driving membership growth, retention, engagement, and wellness across the organization. This position provides strategic oversight and operational leadership for all membership, initiatives and supports the Fitness department, ensuring exceptional member experiences, strong fiscal performance, and alignment with the YMCA’s mission. The Senior Director leads teams that fosters a cause-centered culture that is welcoming, genuine, hopeful, nurturing, and determined.

OUR CULTURE:
Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

ESSENTIAL FUNCTIONS:

1. Membership Operations (Primary Responsibility)

• Provide full operational leadership of the Membership Department, including sales, retention, onboarding, and member services.
• Develop and execute strategies to achieve net membership growth and retention goals.
• Monitor and analyze key performance data to drive decisions and support organizational membership objectives.
• Ensure effective management of the membership database, including reporting, analysis, and timely communication of insights to leadership.
• Oversee implementation of front desk and Welcome Center procedures; develop, review, and update protocols to ensure clarity, consistency, and accountability.
• Ensure Welcome Center staff are knowledgeable about programs, policies, and activities and equipped to effectively serve members.
• Maintain consistent, high-quality member experiences throughout the full member journey.
• Collaborate with the Advancement team on communications, marketing campaigns, and community initiatives.
• Ensure front-line staff are trained in hospitality, sales, and service excellence standards.
• Address escalated member concerns and service recovery situations.
• Monitor member satisfaction and engagement metrics.
• Represent the YMCA in community-facing membership and engagement initiatives.
• Collaborate with Senior leadership on strategic planning and organizational growth.

2. Wellness Department Support Oversight

• Provide supervisory support to full-time wellness leadership staff.
• Ensure wellness programs align with organizational priorities, membership strategy, and approved budgets.
• Monitor wellness revenue and financial performance in partnership with wellness leadership.
• Support goal setting, accountability, and performance expectations for full-time wellness staff.
• Serve as a strategic thought partner for member services integration, program development, and growth opportunities.

3. Financial Management

• Develop and manage the Membership Department annual operating budget.
• Monitor wellness financial performance in collaboration with wellness leadership.
• Ensure payroll ratios and staffing models meet established financial targets.
• Identify revenue growth opportunities and implement appropriate cost controls.

4. Staff Leadership & Development

• Recruit, hire, and directly supervise membership team members.
• Provide coaching, performance management, and professional development for membership staff.
• Support and evaluate full-time wellness leaders.
• Foster a culture of accountability, hospitality, collaboration, and mission alignment.