Member Experience Manager

Job Details Job Location: Yonkers, NY 10701 Position Type: Full Time Education Level: 4 Year Degree Salary Range: $24.04 – $26.44 Hourly Job Category: Customer Service Job Title: Member Experience Manager Status: Full-Time, Non-Exempt (40 hours per week) Hourly Rate: $24.04 – $26.44 per hour Equivalent Salary: $50,000 – $55,000 annually Schedule: Monday – Friday, 11:00 a.m. – 8:00 p.m. (1-hour unpaid lunch) Reports To: Director of Membership Experience & Afterschool Department: Membership Position Summary The Member Experience Manager plays a key leadership role in shaping and delivering a welcoming, inclusive, and mission-driven member experience at the YMCA of Yonkers. This position is responsible for overseeing the daily operations of the Welcome Center, supervising Member Experience Associates, supporting membership growth and retention efforts, and ensuring that every interaction reflects the YMCA’s values and commitment to strengthening community. It helps activate the vision of membership as more than facility access by creating meaningful opportunities for individuals and families to achieve personal goals, build relationships, and experience a true sense of belonging. The manager leads onboarding and engagement strategies across the member journey, from initial inquiry and tours to long-term engagement and retention, while serving as a visible operational leader within the building. The role also supports the Chief Executive Officer with limited administrative and coordination tasks, including calendar support, meeting preparation, and communications coordination. What We Stand For Achievement: Helping individuals set and reach personal goals in health, learning, leadership, and personal growth. Relationships: Building meaningful connections through shared experiences, supportive staff, and community engagement. Belonging: Ensuring every person who enters the YMCA feels welcomed, valued, respected, and part of something greater. Essential Functions Leadership & Operations Supervise, coach, schedule, and support Member Experience Associates to ensure exceptional customer service and mission delivery. Lead daily Welcome Center operations, staffing coverage, opening/closing procedures, member support, and issue resolution. Serve as a visible operational leader and Leader on Duty during designated shifts. Ensure lobby, Welcome Center, and common areas remain clean, organized, welcoming, and member-ready. Respond professionally to member concerns, incidents, emergencies, and operational challenges. Coordinate communication and member handoffs between departments (Wellness, SACC, Teen Center, Housing, Anti-Violence Programs, Family Resource Center, Community Gardens, Food Programs). Maintain operational consistency aligned with YMCA policies, procedures, safety standards, and service expectations. Assist with monitoring inventory, supplies, and front desk operational needs. Membership Experience & Engagement Champion a culture of hospitality and inclusion by modeling YMCA service principles. Lead member onboarding efforts including welcome calls, tours, first-visit experiences, and follow-up engagement. Conduct cause-driven tours that communicate the YMCA’s mission, community impact, and available services. Develop strategies that improve member engagement, satisfaction, and retention. Help members connect to programs, volunteer opportunities, services, and community resources that support their personal goals. Support member recovery and re-engagement outreach efforts for inactive or at-risk members. Promote a culture where members feel personally recognized, connected, and valued. Membership Growth & Sales Support Support membership growth initiatives through relationship-based engagement and community-centered outreach. Assist with membership campaigns, promotions, referrals, and special events. Train staff on mission-aligned membership engagement and sales practices. Ensure prospective members receive timely follow-up and consistent communication. Track and support conversion efforts from inquiries and tours to active membership enrollment. Staff Development & Accountability Support recruitment, onboarding, training, and development of Member Experience staff and volunteers. Conduct regular coaching conversations, performance feedback, and staff accountability meetings. Reinforce YMCA policies, service expectations, and professional standards consistently. Help foster a positive, team-oriented work culture grounded in accountability, empathy, and collaboration. Support ongoing staff learning related to inclusion, customer service, conflict resolution, and member engagement. Technology, Reporting & Administrative Support Maintain and oversee membership engagement systems within Reclique Core and other YMCA platforms. Ensure membership data is entered, reviewed, updated, and maintained accurately. Maintain accurate and reliable membership records, notes, communication logs, onboarding workflows, and operational documentation. Support data integrity and reporting consistency across membership operations and related departments. Monitor membership engagement trends, onboarding metrics, participation activity, and member retention indicators. Assist with preparation of operational reports, engagement summaries, and membership-related documentation. Collaborate with Housing & Grants Manager and other departments to support consistency in data systems, reporting practices, documentation standards, and engagement tracking. Oversee implementation, usage, training, and promotion of the Reclique Core mobile app and related member engagement technology platforms. Coordinate membership scholarship tracking and related documentation processes. Assist with front desk cash handling, reconciliation procedures, and operational reporting as assigned. Provide limited administrative support to the CEO, including calendar coordination, meeting preparation, and communications support. Leadership Competencies Member Engagement & Retention Operational Leadership Team Supervision & Staff Development Communication & Relationship Building Emotional Intelligence & Inclusion Problem Solving & Conflict Resolution Organizational Effectiveness Mission-Driven Leadership Adaptability & Accountability Qualifications Bachelor’s degree required, preferably in Business Administration, Nonprofit Management, Recreation, Hospitality, Communications, Public Administration, or a related field. Minimum of 2–3 years of supervisory or leadership experience in membership services, hospitality, customer service, nonprofit operations, recreation, or related fields. YMCA experience preferred, particularly in membership operations, member engagement, wellness, youth development, or community-based programming. Demonstrated ability to lead teams, supervise staff, and manage daily operations effectively. Experience working with membership databases, CRM systems, program tracking systems, scheduling platforms, or member engagement technology. Experience with Daxko Core, Reclique Core, or comparable membership management systems strongly preferred. Ability to maintain accurate records, ensure data integrity, analyze engagement trends, and support operational reporting and retention strategies. High attention to detail and ability to ensure accuracy, consistency, and organization across member-facing systems and documentation. Experience supporting membership retention, onboarding, customer engagement, or front-line service operations preferred. Strong interpersonal, communication, customer service, and conflict-resolution skills. Strong organizational, administrative, and time management abilities. Ability to work collaboratively across departments and maintain professionalism in a fast-paced operational environment. Experience working with diverse populations and commitment to inclusion and community-centered service. Comfortable using mobile applications, digital communication systems, and membership engagement technology platforms. Professional discretion and ability to appropriately handle sensitive or confidential information. CPR/AED certification required within 30 days of hire. Bilingual English/Spanish preferred. Work Environment & Physical Demands Ability to remain stationary and/or move throughout the YMCA facility for extended periods while supporting daily operations and member engagement. Frequent interaction with members, guests, residents, volunteers, staff, and community partners in a fast-paced, high-traffic environment. Frequent use of computers, phones, tablets, membership databases, and communication systems. Ability to multitask, respond to operational issues, and manage interruptions in a dynamic environment. Ability to occasionally lift and/or move supplies, materials, or equipment up to 25 pounds. Ability to support facility operations, events, tours, onboarding activities, and member engagement initiatives throughout the building. Ability to respond appropriately to emergencies, member concerns, and operational incidents as needed. Occasional evening or weekend responsibilities may be required. Join Our Team This is more than a front desk leadership role. The Member Experience Manager helps shape how people experience the YMCA of Yonkers every day. From the first greeting to long-term engagement, this role helps create an environment where individuals and families feel welcomed, supported, connected, and empowered to thrive. This position plays a critical role in strengthening membership engagement, supporting retention, overseeing front-line operations, and helping members connect more deeply to the YMCA’s mission and community impact. The Member Experience Manager serves as both a relationship-builder and operational leader, ensuring membership systems, staff support, onboarding processes, and member experiences are organized, responsive, mission-driven, and people-centered. At the YMCA of Yonkers, membership is more than access to a facility; it is a connection to community. If you are passionate about leadership, service, community engagement, and creating meaningful experiences for others, we welcome you to join our team. #J-18808-Ljbffr Ymca Of Yonkers