Sales and Retention Program Director

The Sales & Retention Director is responsible for driving membership growth and retention strategies across the YMCA of Superior California. This role requires a strategic thinker with strong experience in sales, member engagement, relationship building, and data analysis. The Director will develop and lead initiatives that increase member satisfaction, improve member loyalty, and expand the YMCA’s reach within the community.

The ideal candidate will possess confident public speaking skills, an understanding of membership systems and data platforms, and the ability to collaborate effectively with cross-functional teams. This position oversees member engagement campaigns and events, sales strategy, initiatives and tracking, event coordination, and the relationship and contract management of external membership partners, ensuring exceptional service delivery across all branches.

● Design and implement comprehensive membership sales and retention strategies, tools, and events to increase engagement and reduce membership cancellations.
● Lead training and coaching for branch staff on sales techniques, customer service excellence, and effective use of systems such as Daxko Operations, Engage, and CRM platforms.
● Generate and analyze reports on membership sales, tours, engagement, and retention; identify trends, recommend and lead improvements.
● Lead community outreach and promotional efforts, including tabling, open houses, networking events, and partnership-building to increase awareness and membership interest.
● Develop and execute member and program participant appreciation events and initiatives across the association in collaboration with Program Directors.
● Collaborate with YMCA AR & Billing Services to support monthly third-party membership billing, ensuring administrative accuracy and timely coordination.
● Perform audits of new member accounts to verify contact information, demographics, interests, and billing accuracy.
● Lead new member onboarding processes to create strong first impressions and build long-term relationships.
● Partner with the Marketing and Communications Director to develop and implement campaigns, digital content, and messaging for sales and retention.
● Collaborate with the Customer Service Director and other leadership team members to ensure consistent member experiences and service standards across all locations.
● Serve as a spokesperson and present the benefits of YMCA membership to community groups and organizations.
● Develop and manage the sales and retention budget, ensuring responsible financial oversight.
● Maintain accurate and current information in new member packets, digital platforms, and branch communication materials.
● Travel to branches and community events throughout the association’s service area as needed.
● Ensure all efforts reflect the YMCA’s commitment to diversity, equity, inclusion, and belonging.
● Support the overall strategic plan and mission of the YMCA.
● Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES:
● Provides direct supervision and leadership to the Sales Coordinators at each branch within the association.
● Conducts ongoing coaching, performance evaluations, and regular check-ins to support individual and team development.
● Establishes clear expectations, metrics, and accountability structures for meeting membership sales and retention goals.
● Collaborates closely with the District Executive Director to ensure alignment in supervision structure, strategic priorities, and performance outcomes.
● Supports a culture of continuous improvement, collaboration, and service excellence among branchlevel membership staff.
● Provides guidance in the implementation of best practices in sales and retention operations across locations.

● Undergraduate degree or equivalent relevant work experience.
● YMCA Multi-Team required or must be obtained within an agreed-upon time.
● Minimum of two (2) years of event, sales and retention experience.
● Ability to manage a budget and financial resources.
● Excellent retention techniques, problem-solving, interpersonal, and organizational skills.
•Strong leadership and communication skills.
● Must be self-directed, motivated, and creative.
● Ability to work a flexible work schedule.
● Computer skills in Google Suite, Microsoft WORD, Excel, Airtable, PowerPoint, preferred experience in Daxko or other CRM platforms.

● Ability to establish and maintain positive relationships within an organization and with the external community.
● Ability to relate effectively to diverse groups of people from all social and economic segments.

● Comprehensive health benefits - Medical, Dental, Vision for full-time employees - 60% YMCA covered medical benefits for full-time employees and their families

● Retirement benefits – 10% employer contribution after completion of eligibility requirements

● Employee Assistance Program for all employees that is available to help employees overcome emotional, family, or other personal problems; offers guidance on financial and legal issues; improves health and wellness, and much more. 

● CPR/First Aid Certification provided by YMCA

● Use of YMCA of Superior California Fitness facilities, camps, and rental facilities

● Paid time off benefits for part-time and full-time employees upon completion of eligibility requirements

● Training and staff development for all employees