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Buckeye Valley Family YMCA Logo Buckeye Valley Family YMCA · Customer Service

Manager of Member Experience

United States, Charlotte Employment contract 40000.00 - 50568.00 USD / Year · Job Posted May 28, 2026
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Job Description

The Manager of 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.

Job Responsibility

  • 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
  • Serve as the Manager on Duty and First Responder during assigned shifts, ensuring adherence to safety protocols and incident response standards
  • Perform other duties and tasks as assigned by leadership

Requirements

  • Bachelor’s degree preferred and/or equivalent work experience in a related role
  • 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

What we offer

Free YMCA membership

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