Director of Hospitality & Membership

Drive membership growth and community impact — lead the way as our Director of Hospitality & Membership!Job DescriptionSalary starts at $59,000 per year and up based on experienceAbout The RoleAs the Director of Hospitality & Membership, you will lead membership growth and retention efforts across the Crossroads YMCA. This role combines strategy and execution, working closely with branch teams to deliver a consistent, high-quality member experience. This is a highly visible leadership role that requires balancing big-picture strategy with day-to-day operational involvement. You will collaborate across departments, guide membership leaders, and serve as a subject matter expert in sales, service, and engagement.QualificationsWhat You’ll Bring5 years of experience in hospitality, sales, marketing, or business development within a service-focused organizationStrong leadership and team development skillsComfort using data and CRM systems to drive decisionsAbility to connect with diverse communities and stakeholdersExcellent communication, problem-solving, and organizational skillsEssential FunctionsDrive Membership Growth & StrategyDevelop and execute organization-wide membership acquisition plans, including marketing campaigns and outreach strategiesBuild partnerships with corporate and community organizations to expand membership opportunitiesAnalyze performance data and adjust strategies to meet growth and retention goalsEnhance the Member ExperienceLead initiatives that improve engagement, satisfaction, and retentionDesign and implement systems for tracking prospects, gaining new members, and follow-up processesIdentify trends, challenges, and opportunities using data, surveys, and feedbackLead and Develop TeamsTrain, coach, and support membership staff in sales techniques, hospitality, and relationship buildingPartner with branch leadership on hiring, onboarding, and staff developmentFoster a culture of accountability, high performance, and service excellenceCollaborate Across the OrganizationWork with program and branch leaders to align membership strategies with program offeringsContribute to annual fundraising campaigns by engaging staff, volunteers, and membersBuild relationships with community partners and stakeholders to support the YMCA missionWhat Success Looks LikeMembership growth and retention goals are consistently met or exceededStaff deliver a welcoming, high-quality experience across all locationsData systems provide clear, accurate insights to guide decisionsStrong partnerships and community connections support long-term sustainabilityWhat You’ll EnjoyOpportunity to shape the membership experienceMeaningful work aligned with a mission-driven organizationLeadership influence and the ability to develop teams and future leadersVariety in work—from strategic planning to hands-on collaborationWhat Can Be ChallengingManaging multiple priorities and projectsBalancing strategic planning with day-to-day operational demandsDriving consistent service standardsWorking with data systems and reporting requirements that require strong attention to detailNavigating a fast-paced, goal-driven environment with measurable performance expectationsWhat You’ll Bring5 years of experience in hospitality, sales, marketing, or business development within a service-focused organizationStrong leadership and team development skillsComfort using data and CRM systems to drive decisionsAbility to connect with diverse communities and stakeholdersExcellent communication, problem-solving, and organizational skillsWork EnvironmentThis role operates primarily in a professional office setting with extended computer use, along with regular interaction across YMCA branches. Some physical activity (standing, walking, light lifting) and travel between locations may be required. A professional appearance and strong communication skills are essential.Mission & CultureYou will be part of a mission-driven organization committed to strengthening communities through programs that support healthy spirit, mind, and body for all. Success in this role requires collaboration, operational excellence, and a commitment to continuous learning and growth.Our benefits include access to UnitedHealthcare Medical coverage, along with complimentary dental and vision care for employees. Additionally, we provide free Long-Term Disability (LTD) and Life Insurance coverage, safeguarding you and your loved ones. We understand the importance of work-life balance, which is why we offer a generous Paid Time Off (PTO) policy, allowing you to recharge and enjoy quality time with your loved ones. Planning for your future is essential, and we're committed to helping you build a secure retirement. That's why we proudly offer a 12% employer contribution to your retirement savings, ensuring a brighter tomorrow. Your well-being is our priority, and our benefits reflect our dedication to supporting you every step of the way. We encourage our staff to take full advantage of our facilities. Full-time employees receive a complimentary family membership, along with 50% off most of our programs. It’s our way of supporting their health and well-being, while fostering a balanced and active lifestyle.