Member Experience Leader - Branch Engagement (Full-Time)

DeKalb Health; Minneapolis (MN); On-site; USD 22,000 - 30,000; Full time

Job summary

Dayton YMCA is seeking a Member Experience Specialist to lead member-facing and administrative activities, driving exceptional service and branch operations. The role focuses on membership growth, engagement, and service excellence across the branch and with the community.

The ideal candidate will have strong customer service experience, leadership, and the ability to balance people and systems in a dynamic setting. This full-time position may require travel to meetings and flexible scheduling.

Qualifications

• Associates degree; demonstrated experience may be considered in lieu of degree.
• Three (3) years customer service experience.
• CPR and First Aid certified or ability to obtain within 30 days of employment
• Excellent customer service, problem solving, interpersonal and organizational skills.
• Strong leadership skills.
• Self-directed, motivated, and creative.
• Ability to work with diverse populations.
• Ability to work a flexible work schedule.
• Computer skills in Microsoft WORD, Excel, and PowerPoint

Responsibilities

• Be an advocate and key leader for exceptional customer experience and communication while engaging with members, guests and participants throughout the branch.
• Collaborate with the Membership Administrative Team to ensure timely and accurate reporting and compliance of membership data and customer service to our members and guests.
• Lead team member engagement, with the support of the Membership Director, to ensure a high performing, member-centric culture of outstanding service.
• Demonstrate agility and commitment to quality service and safety standards.
• Empowered self and team to effectively resolve member concerns focusing on prompt resolution.
• Support branch revenue goals through conducting tours with potential members, facilitating enrollments, and selling programs and services.
• Support and implement member engagement events and promotional activities.
• Assist branch initiatives related to board, fundraising and events as needed.
• Responsible for communication initiatives to engage and inform members, participants and team members.
• Model exceptional customer service to all members and guests and resolve customer/member complaints as needed.
• Maintain efficient administrative processes and continuously evaluate process and procedure improvements.
• Provide administrative support for day-to-day operations.

Skills

Customer service

Leadership

Communication

Problem solving

Time management

Microsoft Word

Excel

PowerPoint

Education

Associates degree

Tools

Microsoft Word

Excel

PowerPoint

Job description

Dayton YMCA is seeking a Member Experience Specialist to lead member-facing and administrative activities, driving exceptional service and branch operations. The role focuses on membership growth, engagement, and service excellence across the branch and with the community.

The ideal candidate will have strong customer service experience, leadership, and the ability to balance people and systems in a dynamic setting. This full-time position may require travel to meetings and flexible scheduling.