Member Experience Lead

Montclair; Montclair (CA); Hybrid; USD 28,000 - 30,000; Full time

Benefits offered by this job

Complimentary YMCA membership

Paid holidays

Retirement program enrollment

Job summary

YMCA of Montclair is seeking a Membership Services Lead to supervise the member service team and deliver exceptional service to members, guests, and program participants. You will manage daily operations, oversee membership transactions, and ensure accurate records while upholding the YMCA’s values and standards.

The role requires leadership experience, strong communication, and a commitment to high-quality service in a fast-paced nonprofit environment with early mornings, evenings, and weekend

Qualifications

• Two years’ leadership-management experience required.
• Two-five years of sales and customer service experience required.
• Need CPR/AED and First Aid Certification or obtain within 90 days of employment.
• Strong organizational, written and oral communication skills.
• Ability to work in a fast-paced environment.
• Non-traditional work-week with early mornings, closing and weekends.

Responsibilities

• Demonstrate expert knowledge of membership policies and SOPs and act as a resources for staff and members.
• Manage the daily operations of the Membership Department.
• Provide exceptional customer service for membership inquiries, account maintenance, and program registration.
• Process all membership transactions (new memberships, renewals, cancellations, holds, transfers, upgrades, downgrades).
• Maintain accurate member records and ensure compliance with standards.
• Monitor and respond to member communications with timely follow-up.
• Collaborate on membership campaigns, promotions, and marketing initiatives.

Skills

Leadership & management

Sales & customer service

Education

High School diploma or equivalent; bachelor’s degree preferred

Job description

YMCA of Montclair is seeking a Membership Services Lead to supervise the member service team and deliver exceptional service to members, guests, and program participants. You will manage daily operations, oversee membership transactions, and ensure accurate records while upholding the YMCA’s values and standards.

The role requires leadership experience, strong communication, and a commitment to high-quality service in a fast-paced nonprofit environment with early mornings, evenings, and weekend