Member Experience Manager

YMCA OF YONKERS INC•City of Yonkers, NY

3d•$24 - $26•Onsite

About The Position

The Member Experience Manager plays a key leadership role in shaping and delivering a welcoming, inclusive, and mission-driven member experience at the YMCA of Yonkers. This position is responsible for overseeing the daily operations of the Welcome Center, supervising Member Experience Associates, supporting membership growth and retention efforts, and ensuring that every interaction reflects the YMCA’s values and commitment to strengthening community. This role helps activate the YMCA of Yonkers’ vision of membership as more than facility access by creating meaningful opportunities for individuals and families to achieve personal goals, build relationships, and experience a true sense of belonging. The Member Experience Manager leads onboarding and engagement strategies that support the full member journey, from initial inquiry and tours to long-term engagement and retention. The position also serves as a visible operational leader within the building, helping ensure a safe, responsive, organized, and welcoming environment for all members, guests, volunteers, residents, and community participants. Additionally, this role supports the Chief Executive Officer (CEO) with limited administrative and coordination tasks, including calendar support, meeting preparation, and communications coordination.

Requirements

Bachelor’s degree required, preferably in Business Administration, Nonprofit Management, Recreation, Hospitality, Communications, Public Administration, or a related field.
Minimum of 2–3 years of supervisory or leadership experience in membership services, hospitality, customer service, nonprofit operations, recreation, or related fields.
YMCA experience preferred, particularly in membership operations, member engagement, wellness, youth development, or community-based programming environments.
Demonstrated ability to lead teams, supervise staff, and manage daily operations effectively.
Experience working with membership databases, CRM systems, program tracking systems, scheduling platforms, or member engagement technology required.
Experience with Daxko Core, Reclique Core, or comparable membership management systems strongly preferred.
Ability to maintain accurate records, ensure data integrity, analyze engagement trends, and support operational reporting and retention strategies.
High attention to detail and ability to ensure accuracy, consistency, and organization across member-facing systems and documentation.
Experience supporting membership retention, onboarding, customer engagement, or front-line service operations preferred.
Strong interpersonal, communication, customer service, and conflict-resolution skills.
Strong organizational, administrative, and time management abilities.
Ability to work collaboratively across departments and maintain professionalism in a fast-paced operational environment.
Experience working with diverse populations and commitment to inclusion and community-centered service.
Comfortable using mobile applications, digital communication systems, and membership engagement technology platforms.
Professional discretion and ability to appropriately handle sensitive or confidential information.
CPR/AED certification required within 30 days of hire.
Bilingual English/Spanish preferred.

Nice To Haves

YMCA experience preferred, particularly in membership operations, member engagement, wellness, youth development, or community-based programming environments.
Experience with Daxko Core, Reclique Core, or comparable membership management systems strongly preferred.
Experience supporting membership retention, onboarding, customer engagement, or front-line service operations preferred.
Bilingual English/Spanish preferred.

Responsibilities

Supervise, coach, schedule, and support Member Experience Associates to ensure exceptional customer service and mission delivery.
Lead daily Welcome Center operations, including staffing coverage, opening/closing procedures, member support, and issue resolution.
Serve as a visible operational leader and Leader on Duty during designated shifts.
Ensure lobby, Welcome Center, and common areas remain clean, organized, welcoming, and member-ready.
Respond professionally to member concerns, incidents, emergencies, and operational challenges.
Coordinate communication and member handoffs between departments including Wellness, SACC, Teen Center, Housing, Anti-Violence Programs, Family Resource Center, Community Gardens, and Food Programs.
Maintain operational consistency aligned with YMCA policies, procedures, safety standards, and service expectations.
Assist with monitoring inventory, supplies, and front desk operational needs.
Champion a culture of hospitality and inclusion by modeling YMCA service principles including welcome, connect, support, and invite.
Lead member onboarding efforts including welcome calls, tours, first-visit experiences, and follow-up engagement.
Conduct cause-driven tours that communicate the YMCA’s mission, community impact, and available services.
Develop strategies that improve member engagement, satisfaction, and retention.
Help members connect to programs, volunteer opportunities, services, and community resources that support their personal goals.
Support member recovery and re-engagement outreach efforts for inactive or at-risk members.
Promote a culture where members feel personally recognized, connected, and valued.
Support membership growth initiatives through relationship-based engagement and community-centered outreach.
Assist with membership campaigns, promotions, referrals, and special events.
Train staff on mission-aligned membership engagement and sales practices.
Ensure prospective members receive timely follow-up and consistent communication.
Track and support conversion efforts from inquiries and tours to active membership enrollment.
Support recruitment, onboarding, training, and development of Member Experience staff and volunteers.
Conduct regular coaching conversations, performance feedback, and staff accountability meetings.
Reinforce YMCA policies, service expectations, and professional standards consistently.
Help foster a positive, team-oriented work culture grounded in accountability, empathy, and collaboration.
Support ongoing staff learning related to inclusion, customer service, conflict resolution, and member engagement.
Maintain and oversee membership engagement systems within Reclique Core and other YMCA platforms used to track membership activity, onboarding, communication, participation, and engagement.
Ensure membership data is entered, reviewed, updated, and maintained accurately and consistently.
Maintain accurate and reliable membership records, notes, communication logs, onboarding workflows, and operational documentation.
Support data integrity and reporting consistency across membership operations and related YMCA departments.
Monitor membership engagement trends, onboarding metrics, participation activity, and member retention indicators.
Assist with preparation of operational reports, engagement summaries, and membership-related documentation.
Work collaboratively with the Housing & Grants Manager and other YMCA departments to support organizational consistency in data systems, reporting practices, documentation standards, and member/community engagement tracking.
Oversee implementation, usage, training, and promotion of the Reclique Core mobile app and related member engagement technology platforms.
Coordinate membership scholarship tracking and related documentation processes.
Assist with front desk cash handling, reconciliation procedures, and operational reporting as assigned.
Provide limited administrative support to the CEO including calendar coordination, meeting preparation, and communications support.