Membership Director - Arnold (Greater Annapolis)

POSITION SUMMARY: 

The Membership Director is responsible for all aspects of membership operations for the Family Center, including member acquisition, retention, engagement, and satisfaction. This position supervises membership staff, implements strategic membership initiatives, leads outreach efforts to area businesses and partners, and fosters corporate partnerships. The Membership Director also provides staff leadership in the annual fundraising campaign and ensures the consistent delivery of high-quality member service in alignment with association standards.

ESSENTIAL FUNCTIONS:

• Develops and executes membership strategies to drive new member acquisition and existing member retention.
  
  

• Establishes a strong member-focused culture by modeling relationship-building skills, including Listen First and empathy-driven communication.
  
  

• Trains, supervises, and evaluates membership associates and volunteers; implements a structured sales training program to enhance associate performance and conversion rates.
  
  

• Plans and leads all membership associate team meetings and ongoing professional development initiatives.
  
  

• Coordinates with Program and Marketing Directors to support registration logistics (walk-in, phone, and online) and ensure timely and accurate promotion of membership and programs.
  
  

• Collaborates with the center leadership to ensure consistent delivery of association-wide membership objectives and operational excellence.
  
  

• Engages in active outreach to local businesses, schools, and community organizations to establish and strengthen corporate partnerships and referral pipelines.
  
  

• Represents the Y at local community events and organizes Family Center membership events to increase visibility and member engagement.
  
  

• Leads assigned aspects of the annual fundraising campaign, including donor engagement and volunteer coordination.
  
  

• Oversees front desk procedures and collaborates with the Business Office on financial transactions, member billing, and reconciliation.
  
  

• Manages department budget in alignment with approved goals; monitors financial performance and implements corrective actions when needed.
  
  

• Ensures full compliance with Y policies, procedures, and safety regulations.
  
  

QUALIFICATIONS:

• Bachelor’s degree in Business Administration, Marketing, Recreation, or a related field required.
  
• Minimum of five (5) years of progressive experience in sales, customer service, or membership operations, including at least three (3) years in a supervisory capacity.
  
  
• Proven ability to train, motivate, and lead high-performing teams, preferably in a nonprofit or membership-based organization.
  
  
• Demonstrated success in sales pipeline management, lead generation, and conversion.
  
  
• Experience managing corporate outreach initiatives and developing community and business partnerships.
  
  
• Budget management experience with a scope of $1.5M+ strongly preferred.
  
  
• Proficiency in Microsoft Office and membership database systems.
  
  
• Ability to work flexible hours including evenings, weekends, and holidays.
  
  
• Excellent interpersonal and communication skills; ability to relate effectively to diverse populations.
  
  

ENVIRONMENTAL FACTORS, PHYSICAL REQUIREMENTS:

• Ability to walk, stand, climb, kneel, stoop, and lift up to 50 lbs.
  
  

• Ability to sit or stand for extended periods; must be able to multitask in a fast-paced environment.
  
  

• Must be able to perform physical duties of supervised positions when necessary.
  
  

• Must meet all physical certification and training requirements of the Y.
  
  
  

ACCOUNTABILITY:

The Membership Director is accountable for achieving membership growth, retention, financial targets, service satisfaction scores, and staff development. Performance will be evaluated based on key performance indicators and supervisor assessments.

Employment is contingent upon successful completion of required background checks, including (but not limited to) CPS, criminal, drug and alcohol testing, and motor vehicle records checks.