Member Experience & Growth Lead

Saratoga Regional YMCA; City of Glens Falls (NY); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Competitive pay

Free YMCA membership

Health & wellness programs

Community impact

Job summary

Saratoga Regional YMCA is seeking a full-time Membership Services Lead to oversee the complete member lifecycle, including onboarding, engagement, retention, and exceptional member experience. You will supervise Member Service Representatives, drive engagement initiatives, and track performance metrics while ensuring consistent systems and processes across the department.

In this role you will collaborate with branch leadership to connect members with programs, manage onboarding timelines, and

Qualifications

• 3+ years in customer service or member retention/engagement.
• Ability to recruit, train, schedule, supervise and motivate staff.
• Excellent written and oral communication; detail-oriented with problem-solving skills.

Responsibilities

• Conduct membership tours and train MSRs on sales techniques.
• Follow up with prospective members to improve conversion rates.
• Oversee onboarding for new members within 48 hours of activation.
• Coordinate MSR scheduling and shift coverage.
• Maintain high service standards for members, guests and participants.
• Assist with hiring, onboarding, training, and supervision of MSRs.
• Build authentic relationships and connect members with programs and services.

Skills

Customer service

Member retention

Leadership

Training

Sales practices

Data entry

Education

Bachelor’s Degree preferred

High school diploma or GED

Tools

Member management software

Job description

Saratoga Regional YMCA is seeking a full-time Membership Services Lead to oversee the complete member lifecycle, including onboarding, engagement, retention, and exceptional member experience. You will supervise Member Service Representatives, drive engagement initiatives, and track performance metrics while ensuring consistent systems and processes across the department.

In this role you will collaborate with branch leadership to connect members with programs, manage onboarding timelines, and