Member Experience Manager

About the Role

The Member Experience Manager provides leadership for the daily operations of the Welcome Center and serves as a key ambassador for the YMCA of Yonkers. This position oversees Member Experience Associates, supports membership growth and retention, and ensures every member, guest, volunteer, and visitor receives outstanding service. The role leads member onboarding, engagement, and retention efforts while fostering a welcoming, inclusive, and mission-driven environment. It also supports operational excellence through staff leadership, cross-department collaboration, membership technology, reporting, and limited administrative support to the CEO.

Responsibilities

• Supervise, coach, schedule, and support Member Experience Associates.
• Oversee daily Welcome Center operations and ensure exceptional customer service.
• Serve as Leader on Duty during assigned shifts.
• Lead member onboarding, tours, welcome calls, and engagement initiatives.
• Support membership growth, retention, and recovery efforts.
• Coordinate communication between YMCA departments to ensure seamless member service.
• Maintain accurate membership records and oversee member engagement systems.
• Monitor engagement metrics and prepare operational reports.
• Oversee implementation and promotion of member engagement technology, including ReClique Core.
• Support scholarship tracking, cash handling procedures, and operational documentation.
• Provide limited administrative support to the CEO.
• Maintain a safe, welcoming, and organized facility environment.

Qualifications

• Bachelor's degree in Business Administration, Nonprofit Management, Recreation, Hospitality, Communications, Public Administration, or a related field required.
• Minimum of 2–3 years of supervisory or leadership experience in membership services, hospitality, customer service, nonprofit operations, recreation, or a related field.
• YMCA experience preferred.
• Demonstrated ability to supervise staff and manage daily operations.
• Experience with membership databases, CRM systems, scheduling platforms, or member engagement technology required.
• Experience with ReClique Core, Daxko Core, or similar membership management systems preferred.
• Strong customer service, leadership, communication, organizational, and conflict resolution skills.
• Ability to analyze data, maintain accurate records, and support operational reporting.
• Ability to work collaboratively across multiple departments.
• Professional discretion with confidential information.
• Bilingual English/Spanish preferred.

Required Certifications

• CPR/AED Certification within 30 days of hire.
• First Aid Certification within 30 days of hire.
• Any additional YMCA-required training upon hire.

Skills

• Communication & Influence
• Developing Self & Others
• Inclusion
• Program/Project Management
• Relationship Building
• Emotional Maturity
• Change Leadership
• Functional Expertise