YMCA of the USA · 1 week ago
Member Engagement Manager
Ocala, FL
Part-time
Onsite
Mid, Senior Level
3+ years expYMCA of the USA is seeking a Member Engagement Manager to lead the Family Center member journey. This role involves managing department operations, ensuring service quality, and collaborating across departments to enhance member engagement and retention.
Career PlanningCommunities
Responsibilities
Manage daily Member Engagement Department operations, including opening/closing, by setting priorities, allocating staff, coordinating coverage, and ensuring systems, signage, and collateral are service-ready according to Association expectations
Manage and implement member engagement standards by modeling friendly, solution-oriented support and ensuring timely escalation resolution and consistent service recovery
Oversee the member onboarding experience, ensuring new members are welcomed, informed, and connected to the right programs with clear, timely handoffs to Wellness, Aquatics, Youth, and Community programs/Philanthropy
Coordinate across departments (e.g., Wellness, Aquatics, Youth, Marketing, Business Operations) to deliver a consistent, high-value member experience and deepen participation and retention
Recruit, manage, retain, and onboard assigned full-time and part-time Member Engagement staff. Set goals, coach, provide feedback, facilitate trainings and staff meetings, recognize performance, and ensure alignment to policy, procedure, and service standards according to Association standards
Assist in setting the Family Center goals in collaboration with the Member Engagement Director and manages department goals, priorities, and budgets in collaboration with the Member Engagement Director; align staffing plans and labor hours to targets; monitor expenses and inventory within guidelines
Manage core operations that includes scheduling/coverage, desk documentation/reconciliations, collateral and inventory, readiness of member-facing spaces, and ensure accurate, timely records in membership systems
Ensure procedure adherence at the Family Center desk; communicate updates and verify consistent application across shifts. Executes Association policies and procedures in compliance with standards and expectations
Prepare and manage the member-insights feedback loop: communicate directly with members, resolve concerns promptly, and implement quick wins that deepen relationships and enhance the member experience
Ensure training and compliance: attend required trainings, remain current on certifications/compliance and professional development expectations, and track team completion
Protect sensitive and protected information in alignment with YMCA policies and the Employee Handbook; ensure professional appearance standards per YMCA dress code
Model the YMCA’s mission and core values through professional conduct and a positive presence; set the tone for consistently excellent service
Identify areas for continuous improvement, recommends implementations for cost-effective solutions to leadership, and reporting key data and/or trends to Association leadership
All other duties as assigned by management
Qualification
Required
Bachelor's degree or equivalent required; sales, marketing, communications, or related field of study preferred
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
Preferred
YMCA Membership or Operations experience a plus
Experience with CRM or membership management software preferred
Salesforce or similar CRM experience preferred
Company
YMCA of the USA
YMCA of the USA is the national resource office for the nation's YMCAs. Located in Chicago, IL, YMCA of the USA exists to serve YMCAs.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Suzanne McCormick
President & CEO
Recent News
First Five Years Fund
2025-09-19
2025-03-30
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