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). 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 requires evening and weekend attendance 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
About McGaw YMCA
Founded in 1885, the McGaw YMCA is an open, charitable membership association. Our mission is to promote growth in spirit, mind and body through programs and services that strengthen community for all people in Evanston. The McGaw YMCA has a long history of supporting youth development, healthy living and social responsibility.
While McGaw has all of the features of traditional YMCAs (gym, exercise and aquatic facilities), it has a number of facilities that make it unique among its counterparts nationwide. These include a men’s residence, a NAEYC-accredited children’s center, and a residential camp in Michigan that welcomes more than 1,800 youth every summer.
Among its many offerings for people of all ages, McGaw is a respected provider of programs for all youth in the community. These programs promote academic readiness and success through specialized instruction, enrichment activities, tutoring and mentoring. They include Head Start, a residential camp in Michigan and MetaMedia, a digital media program and maker space for middle school youth.