Member Experience Leader - Growth & Service

DeKalb Health; Coon Rapids (MN); On-site; USD 21,000 - 31,000; Full time

Job summary

Emma B. Howe (Northtown) YMCA is seeking a dedicated Member Experience Specialist to lead member-facing operations and drive exceptional service. The role supports membership growth, retention, and administrative functions across the branch.

The ideal candidate is organized, service-focused and collaborative, capable of balancing people, systems, and day-to-day operations to deliver a first-class member experience.

Qualifications

• Associates degree required or equivalent experience in customer-facing role.
• Minimum of three years in customer service.
• CPR and First Aid certification or within 30 days of hire.
• Excellent customer service, problem solving, interpersonal and organizational skills.
• Strong leadership and ability to guide a team.
• Ability to work with diverse populations and flexible schedules.
• Computer skills in Microsoft Word, Excel, and PowerPoint.

Responsibilities

• Lead member-facing engagement and ensure exceptional customer experience.
• Collaborate with Membership Admin Team for accurate reporting and service delivery.
• Oversee onboarding and training to maintain high retention and service standards.
• Support branch revenue goals through tours, enrollments, and promoting programs.
• Coordinate member engagement events and promotional activities.
• Assist with fundraising activities and board-related support as needed.
• Communicate effectively with members, guests, and staff to inform and engage the community.
• Maintain efficient administrative processes and improve procedures.
• Provide day-to-day administrative support for location operations.

Skills

Customer service

Communication

Leadership

Problem solving

Teamwork

Education

Associates degree

Tools

Microsoft Word

Excel

PowerPoint

Job description

Emma B. Howe (Northtown) YMCA is seeking a dedicated Member Experience Specialist to lead member-facing operations and drive exceptional service. The role supports membership growth, retention, and administrative functions across the branch.

The ideal candidate is organized, service-focused and collaborative, capable of balancing people, systems, and day-to-day operations to deliver a first-class member experience.