Member Engagement Manager

The Member Engagement Manager provides department-level leadership and outcomes for the Family Center member journey. Reporting to and working in close collaboration with the Member Engagement Director, this leader assists the Member Engagement Director with setting goals and managing budgets, leads full-time and part-time Member Engagement staff, and ensures service quality and policy compliance across all shifts. The Manager acts as a liaison across departments (e.g., Wellness, Aquatics, Youth, Marketing, Business Operations) to ensure the department delivers a consistent, high-value experience from first tour through long-term retention.

This role translates strategy into clear plans, monitors performance metrics and reports, and drives continuous improvement to achieve targets in acquisition, engagement, and retention.

• Bachelor’s degree or equivalent required; sales, marketing, communications, or related field of study preferred.
• YMCA Membership or Operations experience a plus.
• Minimum of 3 years experience in sales, customer service, or relationship management required.
• Minimum of 2 years in a supervisory or leadership role required.
• Proficiency with computer systems and data entry; experience with CRM or membership management software preferred.
• Strong interpersonal and communication skills, with the ability to inspire confidence and build relationships quickly.
• Comfortable engaging with individuals, families, and diverse communities in a positive and approachable manner.
• Ability to work a flexible schedule, including evenings, weekends, and holidays as needed.
• Microsoft Office proficiency required;
  Salesforce or similar CRM experience preferred.