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. The culture of the Y is rooted in our Christian mission and core principles, emphasizing love, service, and transformation.

Every day, we strive to:

• Lead with love and serve with purpose.
• Love unconditionally – showing genuine care and concern for everyone, making interactions meaningful and personal.
• Elevate hope by promoting optimism and offering encouragement.
• Act with care and compassion – listening attentively, responding with empathy, and fostering belonging.
• Demonstrate generosity by sharing time, skills, and resources joyfully.
• Walk in grace – showing patience and kindness, even in difficult moments.
• Ignite faith by staying grounded in our mission and inspiring others.
• Treasure honesty through open and truthful communication.
• Honor humility by prioritizing the needs of others.
• Live with joy by celebrating wins and inspiring connection.
• Offer respect by addressing everyone by name and valuing diverse perspectives.
• Value responsibility by performing tasks with diligence and accountability.
• Engage in service by anticipating needs and delivering exceptional experiences.

Responsibilities

• 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.
• Act as the Manager on Duty and First Responder during assigned shifts, ensuring adherence to safety protocols and incident response standards.
• Perform other duties and tasks as assigned by leadership.

Requirements

• 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.
• All YMCA team members are expected to maintain a current and active status for all safety, risk, and programming certifications defined by the YMCA of Greater Charlotte.

Preferred Qualifications

• Previous experience with Salesforce and/or TREC products.
• Bachelor’s degree.

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.

Cause-Driven Leadership Competencies

• Fiscal Management: Manages the Y’s resources responsibly and sustains the Y’s nonprofit business model.
• Communication & Influence: Listens and expresses self effectively to engage, inspire, and build commitment to the Y’s cause.
• Engaging Community: Builds bridges with others to ensure the Y’s work is community-focused and welcoming of all.
• Critical Thinking & Decision Making: Makes informed decisions based on logic, data, and sound judgment.