Member Experience Manager: Lake Norman YMCA

YMCA of the USA; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

YMCA of the USA seeks a Manager, Member Experience to oversee membership services and fitness floor operations. Responsibilities include planning, execution, and leadership to support membership acquisition, retention, and satisfaction, aligned with our mission and core principles.

The role emphasizes fiscal accountability, staff development, and delivering exceptional member experiences in a fast-paced, community-focused environment with flexible scheduling.

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.
• Serve as acting lead in the absence of the Director.
• Serves as the Manager on Duty and First Responder during assigned shifts, ensuring adherence to safety protocols and incident response standards.
• Performs other duties and tasks as assigned by leadership

Skills

Supervisory leadership

Customer service leadership

Budget management

Staff training & coaching

Communication skills

Problem-solving

Planning skills

Education

Bachelor’s degree preferred

Tools

Salesforce

TREC products

Job description

• Bachelor’s degree preferred.

Join our Y family as Member Experience Manager and help transform lives every single day.

Job Description

Reports to: Executive Director

The Manager, Member Experience oversees planning, execution, and leadership of membership services and fitness floor operations. This role ensures quality service delivery, fiscal accountability, and implementation of engagement strategies to support membership acquisition, retention, and satisfaction. The culture of the Y is rooted in our Christian mission and core principles. We strive every day to collectively embody our purpose to love, serve and transform lives. Every day we show up to Lead with Love and Serve with Purpose. We Love unconditionally – showing genuine care and concern for everyone, making each interaction meaningful and personal and ensuring every person feels valued, seen and welcomed. We elevate Hope – promoting optimism by offering encouragement and practical solutions to challenges. We act with Care & Compassion – listening attentively without judgment, responding with empathy, and creating a sense of belonging by uplifting and supporting those around us. We demonstrate Generosity – sharing our time, skills, and resources freely and with joy. We walk in Grace – showing patience and kindness, even in difficult moments. We ignite Faith – staying grounded in our mission, principles and purpose, inspiring others to trust in what is possible. Demonstrating consistency in our actions, helping others see how their efforts align with a greater purpose. We treasure Honesty – communicating openly and truthfully, admitting mistakes when they occur, and honoring commitments. We honor Humility – leading with a servant's heart by prioritizing the needs of others above our own. We live with Joy – celebrating small and big wins alike, inspiring connection and shared joy. We offer Respect – addressing everyone by name and honoring diverse perspectives and backgrounds. We value Responsibility – performing every task timely with diligence and excellence and holding ourselves accountable by openly evaluating our performance. We engage in Service – going above and beyond in serving others by anticipating needs and delivering exceptional experiences.

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.

All YMCA team members are expected to maintain a current and active status for all safety, risk, and programming certifications defined by the YMCA of Greater Charlotte

Preferred Qualifications

• Previous experience with Salesforce and/or TREC products preferred.


• Bachelor’s degree preferred.

Working Conditions

• Work performed in office, front desk, and fitness areas.


• Standing/walking during service oversight.


• Frequent interaction with staff, members, and community partners.


• Flexible schedule including evenings and weekends.


• Fast-paced environment with competing priorities.

Essential Functions

• 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.


• Serve as acting lead in the absence of the Director.


• Serves as the Manager on Duty and First Responder during assigned shifts, ensuring adherence to safety protocols and incident response standards.

Performs other duties and tasks as assigned by leadership

Cause-Driven Leadership Competencies

• FISCAL MANAGEMENT: Manages the Y’s resources responsibly and sustains the Y’s nonprofit business model


• COMMUNICATION & INFLUENCE: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y’s cause


• ENGAGING COMMUNITY: Builds bridges with others in the community to ensure the Y’s work is community-focused and welcoming of all, providing community benefit


• CRITICAL THINKING & DECISION MAKING: Makes informed decisions based on logic, data, and sound judgment