YMCA of the USA · 1 day ago
Member Engagement Director (Parrish/Titusville)
Titusville, FL
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expYMCA of the USA is seeking a Member Engagement Director to lead their new partnership with Parrish Health and Fitness Center. This role involves providing strategic leadership for the Family Center(s), focusing on growth through acquisition, retention, and high-quality service delivery while managing a team to achieve measurable results.
Career PlanningCommunities
Responsibilities
Set the member engagement strategy and growth plan for acquisition, retention, and service quality; translate vision into annual/quarterly goals, tactics, and KPIs for the department and in alignment with Family Center and Association goals
Lead department execution through managers and supervisors; implements best in practice standards, and coaching to deliver consistent member engagement experiences across all shifts and touchpoints
Own the sales/engagement pace at the Family Center level: Establish KPI dashboards; including traffic, tours, conversion, referrals, onboarding, and retention. Review pipeline health and follow-up cadence and drive corrective action plans
Manages the relationships across key departments such as Wellness, Aquatics, Youth, Marketing, Business Operations to integrate programs, promotions, and campaigns that elevate member value and participation
Set standards for tours and enrollment quality and ensure capacity, enablement, and coaching are in place to improve conversion and referral generation
Direct the member-insights feedback loop: ensure timely member communication, rapid service-recovery decisions, and implementation of quick wins that deepen relationships and improve experience
Guide access-control policy and compliance from check-in expectations, exception auditing, and hold leaders accountable for front-of-house readiness and consistency
Manage budgets and labor plans for Member Engagement; forecast, monitor, and adjust to achieve growth and cost targets; steward materials/collateral spend within guidelines
Develop people and creates a positive performance driven culture: Set performance expectations, coach leaders, facilitate trainings and staff meetings, and ensure career development and succession planning in alignment with Association HR and leadership expectations
Philanthropy & community partnership: collaborate with Association development/marketing to activate campaigns and community relationships; support fundraising initiatives and represent the Y externally to advance mission and membership
May provide strategic oversight to multiple Family Centers, ensuring alignment to engagement strategy, consistency of standards, and shared best practices
Report performance to Association and Family Center leadership, providing clear insights and recommendations that inform decisions and drive continuous improvement
Ensure policy and procedure adherence and protection of sensitive information; model the YMCA’s mission, values, and professional standards in all member and partner interactions
Maintain a professional appearance at all times in accordance with YMCA dress code standards. Protect sensitive and protected information in alignment with YMCA policies and the Employee Handbook; ensure professional appearance standards per YMCA dress code
Model the YMCA’s mission and core values through professional conduct and a positive presence; set the tone for consistently excellent service
All other duties as assigned by management
Qualification
Required
Bachelor's degree in business administration, marketing, or a related field or equivalent experience required
A minimum of 5 years of experience in Business-to-Consumer sales preferred, with at least 2 years in a senior sales management role required
Demonstrated success in developing and executing sales strategies that achieve notable revenue growth required
Strong leadership skills, with experience managing and developing high-performing sales and/or engagement teams required
Must have excellent strategic thinking, analytical, and problem-solving abilities
Experience with sales forecasting, budgeting, and financial analysis is essential
Proficiency in Salesforce or similar CRM software, data analysis tools, and Microsoft Office Suite required
Company
YMCA of the USA
YMCA of the USA is the national resource office for the nation's YMCAs. Located in Chicago, IL, YMCA of the USA exists to serve YMCAs.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Suzanne McCormick
President & CEO
Recent News
First Five Years Fund
2025-09-19
2025-03-30
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