Job Overview
Employment Type
Full-time
Part-time
Work Schedule
Flexible
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Professional Development
Employee Discounts
flexible schedule
Job Description
The Family Center, operating as part of the YMCA, is a community-focused organization dedicated to fostering inclusive and supportive environments that promote health, wellness, and engagement among individuals and families. The YMCA is widely recognized for its unwavering commitment to strengthening communities through purposeful programs, intentional actions, and values-driven culture. It emphasizes an environment of belonging, where diversity is embraced, individuality is valued, and each member is empowered to reach their fullest potential. At the core of its mission, the YMCA maintains a welcoming space that encourages positive engagement and personal growth for all its members.
The Member Engagement Manager plays a critical leadership role within the Family Center's Member Engagement Department, reporting directly to the Member Engagement Director. This is a dynamic role that requires overseeing daily operations to ensure that every interaction along the member journey—from the very first visit and tour to long-term membership retention—is seamless, welcoming, and aligned with the YMCA's high standards of quality and service. The Manager leads a team of full-time and part-time staff, focusing on recruitment, training, motivation, and performance management. Their leadership ensures service delivery is consistent, solution-oriented, and responsive to member needs.
Within this role, the Member Engagement Manager collaborates extensively with other departments including Wellness, Aquatics, Youth Programs, Marketing, and Business Operations to create a unified and high-value experience for members. This cross-department coordination aids in deepening member participation across programs and facilitates smooth onboarding experiences, where new members are introduced effectively to relevant programs and services.
A key responsibility is translating strategic goals into actionable plans and monitoring performance metrics related to member acquisition, engagement, and retention. The Manager oversees budget management and resource allocation to ensure operational efficiency and financial sustainability. They are responsible for managing schedules, coverage, desk operations, membership systems, and communication systems that keep the member experience consistent and professional across all service points.
The position demands a person who embodies the YMCA’s mission and core values by setting a positive example for staff and members alike. The Manager is expected to take direct action in feedback loops, promptly addressing member concerns, implementing service recoveries, and fostering lasting member relationships. Continual improvements to the service protocols and processes are encouraged and implemented to ensure the department remains innovative and responsive to community needs.
Working as a Member Engagement Manager requires flexibility as schedules may include evenings, weekends, and holidays, and may involve travel within the Central Florida area. This leadership position demands proficiency in various software systems, excellent interpersonal and communication skills, and the ability to manage a diverse team effectively. The role operates within a moderate to loud work environment, involving typical physical demands such as standing, walking, and occasional lifting. Above all, the Member Engagement Manager is a pivotal figure in promoting the wellness and vitality that exemplify the Family Center and YMCA experience for its members.
The Member Engagement Manager plays a critical leadership role within the Family Center's Member Engagement Department, reporting directly to the Member Engagement Director. This is a dynamic role that requires overseeing daily operations to ensure that every interaction along the member journey—from the very first visit and tour to long-term membership retention—is seamless, welcoming, and aligned with the YMCA's high standards of quality and service. The Manager leads a team of full-time and part-time staff, focusing on recruitment, training, motivation, and performance management. Their leadership ensures service delivery is consistent, solution-oriented, and responsive to member needs.
Within this role, the Member Engagement Manager collaborates extensively with other departments including Wellness, Aquatics, Youth Programs, Marketing, and Business Operations to create a unified and high-value experience for members. This cross-department coordination aids in deepening member participation across programs and facilitates smooth onboarding experiences, where new members are introduced effectively to relevant programs and services.
A key responsibility is translating strategic goals into actionable plans and monitoring performance metrics related to member acquisition, engagement, and retention. The Manager oversees budget management and resource allocation to ensure operational efficiency and financial sustainability. They are responsible for managing schedules, coverage, desk operations, membership systems, and communication systems that keep the member experience consistent and professional across all service points.
The position demands a person who embodies the YMCA’s mission and core values by setting a positive example for staff and members alike. The Manager is expected to take direct action in feedback loops, promptly addressing member concerns, implementing service recoveries, and fostering lasting member relationships. Continual improvements to the service protocols and processes are encouraged and implemented to ensure the department remains innovative and responsive to community needs.
Working as a Member Engagement Manager requires flexibility as schedules may include evenings, weekends, and holidays, and may involve travel within the Central Florida area. This leadership position demands proficiency in various software systems, excellent interpersonal and communication skills, and the ability to manage a diverse team effectively. The role operates within a moderate to loud work environment, involving typical physical demands such as standing, walking, and occasional lifting. Above all, the Member Engagement Manager is a pivotal figure in promoting the wellness and vitality that exemplify the Family Center and YMCA experience for its members.
Job Requirements
- Bachelor’s degree or equivalent
- sales, marketing, communications or related field preferred
- YMCA membership or operations experience a plus
- minimum of 3 years experience in sales, customer service, or relationship management
- minimum of 2 years in a supervisory or leadership role
- proficiency with computer systems and data entry
- experience with CRM or membership management software preferred
- strong interpersonal and communication skills
- comfortable engaging with individuals, families, and diverse communities
- ability to work a flexible schedule including evenings, weekends, and holidays
- Microsoft Office proficiency required
- Salesforce or similar CRM experience preferred
Job Qualifications
- Bachelor’s degree or equivalent
- sales, marketing, communications or related field preferred
- minimum of 3 years experience in sales, customer service, or relationship management
- minimum of 2 years in a supervisory or leadership role
- proficiency with computer systems and data entry
- experience with CRM or membership management software preferred
- strong interpersonal and communication skills
- ability to inspire confidence and build relationships quickly
- comfortable engaging with individuals, families, and diverse communities
- ability to work a flexible schedule including evenings, weekends, and holidays
- Microsoft Office proficiency required
- Salesforce or similar CRM experience preferred
Job Duties
- 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 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
- Assist in setting the Family Center goals 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 including 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
- Prepare and manage the member-insights feedback loop by communicating with members, resolving concerns promptly, and implementing quick wins
- Ensure training and compliance by remaining current on certifications, professional development, and tracking team completion
- Protect sensitive information in alignment with YMCA policies and maintain professional appearance standards
- Model the YMCA’s mission and values through professional conduct and positive presence
- Identify areas for continuous improvement, recommend cost-effective solutions, report key data and trends to leadership
- Perform all other duties as assigned by management
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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