Reports to: Executive Director
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. We strive every day to collectively embody our purpose to love, serve and transform lives. Every day we show up to Lead with Love and Serve with Purpose.
We Love unconditionally - showing genuine care and concern for everyone, making each interaction meaningful and personal and ensuring every person feels valued, seen and welcomed. We elevate Hope - promoting optimism by offering encouragement and practical solutions to challenges. We act with Care & Compassion - listening attentively without judgment, responding with empathy, and creating a sense of belonging by uplifting and supporting those around us. We demonstrate Generosity - sharing our time, skills, and resources freely and with joy.
We walk in Grace - showing patience and kindness, even in difficult moments. We ignite Faith - staying grounded in our mission, principles and purpose, inspiring others to trust in what is possible. Demonstrating consistency in our actions, helping others see how their efforts align with a greater purpose. We treasure Honesty - communicating openly and truthfully, admitting mistakes when they occur, and honoring commitments. We honor Humility - leading with a servant's heart by prioritizing the needs of others above our own.
We live with Joy - celebrating small and big wins alike, inspiring connection and shared joy. We offer Respect - addressing everyone by name and honoring diverse perspectives and backgrounds. We value Responsibility - performing every task timely with diligence and excellence and holding ourselves accountable by openly evaluating our performance. We engage in Service - going above and beyond in serving others by anticipating needs and delivering exceptional experiences.
- 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 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.