Member Experience Manager

About the role

The Manager, Member Experience oversees planning, execution, and leadership of membership services and fitness floor operations. This role ensures quality service delivery, fiscal accountability, and implementation of engagement strategies to support membership acquisition, retention, and satisfaction.

Essential Functions

• Lead planning and execution of membership and fitness service initiatives
• Manage budgets up to $1M with fiscal accountability
• Hire, train, coach, and evaluate supervisors and staff
• Implement service enhancements based on member feedback
• Monitor KPIs related to retention, acquisition, and satisfaction
• Manage communications and cross-department collaboration
• Resolve escalated member issues and implement service recovery
• Support fundraising and engagement activities
• Ensure consistent application of Legendary Service standards
• Serve as acting lead in the absence of the Director
• Serves as the Manager on Duty and First Responder during assigned shifts, ensuring adherence to safety protocols and incident response standards
• Performs other duties and tasks as assigned by leadership

Qualifications

• 3–5 years of supervisory or program management experience
• Demonstrated success in customer service leadership
• Experience managing budgets and staff teams
• Strong communication, problem-solving, and planning skills

Preferred Qualifications

• Previous experience with Salesforce and/or TREC products preferred
• Bachelor's degree preferred

Working Conditions

• Work performed in office, front desk, and fitness areas
• Standing/walking during service oversight
• Frequent interaction with staff, members, and community partners
• Flexible schedule including evenings and weekends
• Fast-paced environment with competing priorities

Competencies

• FISCAL MANAGEMENT: Manages the Y's resources responsibly and sustains the Y's nonprofit business model
• COMMUNICATION & INFLUENCE: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y's cause
• ENGAGING COMMUNITY: Builds bridges with others in the community to ensure the Y's work is community-focused and welcoming of all, providing community benefit
• CRITICAL THINKING & DECISION MAKING: Makes informed decisions based on logic, data, and sound judgment