Member Experience Lead — Elevate Service & Community Impact

YMCA of Greater Charlotte; Cornelius (NC); On-site; USD 52,000 - 78,000; Full time

Job summary

YMCA of Greater Charlotte is seeking a Manager, Member Experience to lead membership services and fitness floor operations, ensuring quality service and fiscal accountability. The role supports member acquisition, retention, and satisfaction within a mission-driven culture of care.

The position involves managing service initiatives, budgets up to $1M, and supervising staff while upholding the Y’s Legendary Service standards. Occasional evenings/weekends may be required.

Qualifications

• 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.

Responsibilities

• Lead planning and execution of membership and fitness service initiatives.
• Manage budgets up to $1M with fiscal accountability.
• Hire, train, coach, and evaluate supervisors and staff.
• Implement service enhancements based on member feedback.
• Monitor KPIs related to retention, acquisition, and satisfaction.
• Manage communications and cross-department collaboration.
• Resolve escalated member issues and implement service recovery.
• Support fundraising and engagement activities.
• Ensure consistent application of Legendary Service standards.

Skills

Supervisory experience

Customer service

Budget management

Communication

Planning

Job description

YMCA of Greater Charlotte is seeking a Manager, Member Experience to lead membership services and fitness floor operations, ensuring quality service and fiscal accountability. The role supports member acquisition, retention, and satisfaction within a mission-driven culture of care.

The position involves managing service initiatives, budgets up to $1M, and supervising staff while upholding the Y’s Legendary Service standards. Occasional evenings/weekends may be required.