Job Description

Job Location: Dean & Barbara White Southlake YMCA - Crown Point, IN 46307
Position Type: Full TimeSalary starts at $59,000 per year and up based on experience
Drive membership growth and community impact — lead the way as our Director of Hospitality & Membership!
About the Role
As 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.
What You’ll Do
Drive Membership Growth & Strategy
- Develop and execute organization-wide membership acquisition plans, including marketing campaigns and outreach strategies
- Build partnerships with corporate and community organizations to expand membership opportunities
- Analyze performance data and adjust strategies to meet growth and retention goals
Enhance the Member Experience
- Lead initiatives that improve engagement, satisfaction, and retention
- Design and implement systems for tracking prospects, gaining new members, and follow-up processes
- Identify trends, challenges, and opportunities using data, surveys, and feedback
Lead and Develop Teams
- Train, coach, and support membership staff in sales techniques, hospitality, and relationship building
- Partner with branch leadership on hiring, onboarding, and staff development
- Foster a culture of accountability, high performance, and service excellence
Collaborate Across the Organization
- Work with program and branch leaders to align membership strategies with program offerings
- Contribute to annual fundraising campaigns by engaging staff, volunteers, and members
- Build relationships with community partners and stakeholders to support the YMCA mission
What Success Looks Like
- Membership growth and retention goals are consistently met or exceeded
- Staff deliver a welcoming, high-quality experience across all locations
- Data systems provide clear, accurate insights to guide decisions
- Strong partnerships and community connections support long-term sustainability
What You’ll Enjoy
- Opportunity to shape the membership experience
- Meaningful work aligned with a mission-driven organization
- Leadership influence and the ability to develop teams and future leaders
- Variety in work—from strategic planning to hands-on collaboration
What Can Be Challenging
- Managing multiple priorities and projects
- Balancing strategic planning with day-to-day operational demands
- Driving consistent service standards
- Working with data systems and reporting requirements that require strong attention to detail
- Navigating a fast-paced, goal-driven environment with measurable performance expectations
What You’ll Bring
- 5 years of experience in hospitality, sales, marketing, or business development within a service-focused organization
- Strong leadership and team development skills
- Comfort using data and CRM systems to drive decisions
- Ability to connect with diverse communities and stakeholders
- Excellent communication, problem-solving, and organizational skills

Work Environment
This 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 & Culture
You 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.