Member Engagement Manager
- Bachelor’s degree or equivalent required; sales, marketing, communications, or related field of study preferred.
- YMCA Membership or Operations experience a plus.
- Minimum of 3 years experience in sales, customer service, or relationship management required.
- Minimum of 2 years in a supervisory or leadership role required.
- Proficiency with computer systems and data entry; experience with CRM or membership management software preferred.
- Strong interpersonal and communication skills, with the ability to inspire confidence and build relationships quickly.
- Comfortable engaging with individuals, families, and diverse communities in a positive and approachable manner.
- Ability to work a flexible schedule, including evenings, weekends, and holidays as needed.
- Microsoft Office proficiency required; Salesforce or similar CRM experience preferred.
- Manage daily Member Engagement Department operations, including opening/closing, by setting priorities, allocating staff, coordinating coverage, and ensuring systems, signage, and collateral are service-ready according to Association expectations.
- Manage and implement member engagement standards by modeling friendly, solution-oriented support and ensuring timely escalation resolution and consistent service recovery.
- Oversee the member onboarding experience, ensuring new members are welcomed, informed, and connected to the right programs with clear, timely handoffs to Wellness, Aquatics, Youth, and Community programs/Philanthropy.
- Coordinate across departments (e.g., Wellness, Aquatics, Youth, Marketing, Business Operations) to deliver a consistent, high-value member experience and deepen participation and retention.
- Recruit, manage, retain, and onboard assigned full-time and part-time Member Engagement staff. Set goals, coach, provide feedback, facilitate trainings and staff meetings, recognize performance, and ensure alignment to policy, procedure, and service standards according to Association standards.
- Assist in setting the Family Center goals in collaboration with the Member Engagement Director and manages department goals, priorities, and budgets in collaboration with the Member Engagement Director; align staffing plans and labor hours to targets; monitor expenses and inventory within guidelines.
- Manage core operations that includes scheduling/coverage, desk documentation/reconciliations, collateral and inventory, readiness of member-facing spaces, and ensure accurate, timely records in membership systems.
- Ensure procedure adherence at the Family Center desk; communicate updates and verify consistent application across shifts. Executes Association policies and procedures in compliance with standards and expectations.
- Prepare and manage the member-insights feedback loop: communicate directly with members, resolve concerns promptly, and implement quick wins that deepen relationships and enhance the member experience.
- Ensure training and compliance: attend required trainings, remain current on certifications/compliance and professional development expectations, and track team completion.
- Protect sensitive and protected information in alignment with YMCA policies and the Employee Handbook; ensure professional appearance standards per YMCA dress code.
- Model the YMCA’s mission and core values through professional conduct and a positive presence; set the tone for consistently excellent service.
- Identify areas for continuous improvement, recommends implementations for cost-effective solutions to leadership, and reporting key data and/or trends to Association leadership.
- All other duties as assigned by management.
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