Member Experience Manager

Job Details

• Job Location: Yonkers, NY 10701
• Position Type: Full Time
• Education Level: 4 Year Degree
• Salary Range: $24.04 – $26.44 Hourly
• Job Category: Customer Service
• Job Title: Member Experience Manager
• Status: Full-Time, Non-Exempt (40 hours per week)
• Hourly Rate: $24.04 – $26.44 per hour
• Equivalent Salary: $50,000 – $55,000 annually
• Schedule: Monday – Friday, 11:00 a.m. – 8:00 p.m. (1-hour unpaid lunch)
• Reports To: Director of Membership Experience & After school
• Department: Membership

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.

It helps activate the 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 manager leads onboarding and engagement strategies across the member journey, from initial inquiry and tours to long-term engagement and retention, while serving as a visible operational leader within the building.

The role also supports the Chief Executive Officer with limited administrative and coordination tasks, including calendar support, meeting preparation, and communications coordination.

• Achievement: Helping individuals set and reach personal goals in health, learning, leadership, and personal growth.
• Relationships: Building meaningful connections through shared experiences, supportive staff, and community engagement.
• Belonging: Ensuring every person who enters the YMCA feels welcomed, valued, respected, and part of something greater.

• Supervise, coach, schedule, and support Member Experience Associates to ensure exceptional customer service and mission delivery.
• Lead daily Welcome Center operations, 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 (Wellness, SACC, Teen Center, Housing, Anti-Violence Programs, Family Resource Center, Community Gardens, 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.
• 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…