The Member Experience Manager will be available and visible to members and is responsible for the day-to-day management of the Front Desk (24 hours of operation) and Wellness Desk. In this role the manager is accountable for ensuring that we are providing outstanding customer service in order to drive membership acquisition, increase member satisfaction and member retention. They will be responsible for scheduling, hiring, coaching and developing Member Relations Associates and Specialists. The Manager works effectively cross-departmentally to create seamless and consistent customer service. This person will be accountable for achieving yearly budget goals for the membership department. This position requires the ability to work in a fast-paced environment with an emphasis on conflict resolution.
Days/Hours: This position is scheduled Tuesday-Saturday and is to be on call as required.
Bachelor’s Degree in business administration or customer based field or equivalent experience and education preferred
5 years customer service experience in a management position - outstanding interpersonal skills, and the ability to effectively engage a diverse population
CPR/First Aid/AED Certified within 30 days of hire
YMCA experience is strongly preferred
Demonstrated experience working with and leading teams
Must have the ability to multi-task and work in a fast paced environment