Description

The Lead Member Experience Associate supports the daily member experience operations at the front desk and the fitness floor with intermediate customer service, sales responsibilities, and deeper knowledge of YMCA systems. This role handles new member onboarding tasks, resolves basic account issues, and contributes to membership growth and retention. The position is non-supervisory but serves as a knowledgeable resource for peers.

Culture Statement

The culture of the Y is rooted in our Christian mission and core principles. We strive every day to collectively embody our purpose to love, serve and transform lives. Every day we show up to Lead with Love and Serve with Purpose.

We Love unconditionally – showing genuine care and concern for everyone, making each interaction meaningful and personal and ensuring every person feels valued, seen and welcomed. We elevate Hope – promoting optimism by offering encouragement and practical solutions to challenges. We act with Care & Compassion – listening attentively without judgment, responding with empathy, and creating a sense of belonging by uplifting and supporting those around us. We demonstrate Generosity – sharing our time, skills, and resources freely and with joy.

We walk in Grace – showing patience and kindness, even in difficult moments. We ignite Faith – staying grounded in our mission, principles and purpose, inspiring others to trust in what is possible. Demonstrating consistency in our actions, helping others see how their efforts align with a greater purpose. We treasure Honesty – communicating openly and truthfully, admitting mistakes when they occur, and honoring commitments. We honor Humility – leading with a servant's heart by prioritizing the needs of others above our own.

We live with Joy – celebrating small and big wins alike, inspiring connection and shared joy. We offer Respect – addressing everyone by name and honoring diverse perspectives and backgrounds. We value Responsibility – performing every task timely with diligence and excellence and holding ourselves accountable by openly evaluating our performance. We engage in Service – going above and beyond in serving others by anticipating needs and delivering exceptional experiences.

Essential Functions

• Deliver high-quality service across membership check-in, member support, and basic fitness floor operations
• Use YMCA membership software and CRM tools accurately for member onboarding, transactions, and account support.
• Conduct Connect Appointments for new members and support their onboarding experience.
• Process membership and program sales accurately, including payment handling.
• Troubleshoot and resolve common membership account issues within Traction Rec.  
• Communicate membership benefits, program information, and branch updates clearly to members.
• Support retention efforts through proactive service and follow-up.
• Assist with front desk workflow during peak times or when issues arise.
• Maintain accuracy of member records and ensure confidentiality standards
• Contribute to a positive, inclusive environment that fosters member engagement.

Performs other duties and tasks as assigned by leadership

Required Qualifications

• Prior experience in YMCA membership, fitness environments, front desk operations, or customer service.
• Demonstrated proficiency with point-of-sale processes and CRM/data-entry systems.
• Strong communication and customer service skills with the ability to support members and resolve routine concerns.
• Basic knowledge of fitness floor operations or general exercise principles to support member engagement.
• Ability to learn and apply membership policies, pricing structures, and administrative procedures.
• High attention to detail, accuracy, and reliability in all member-facing tasks.   
• Ability to support new member onboarding practices, including facility tours and equipment orientation.
• Comfort processing transactions, updating accounts, and handling standard membership issues
• Ability to work both independently and collaboratively in a fast-paced environment.
• Commitment to the mission, values, and service standards of the YMCA.

All YMCA team members are expected to maintain a current and active status for all safety, risk, and programming certifications defined by the YMCA of Greater Charlotte.

Working Conditions

• Fast-paced member services environment with regular interruptions and multitasking.
   
• Ability to stand or sit for long periods and perform basic physical tasks.
• Flexible schedule required, including evenings, weekends, and holidays.
• Exposure to standard cleaning products, fitness floor settings, and point-of-sale equipment.
   
• May require moving materials up to 25 lbs

Competencies

1. FUNCTIONAL EXPERTISE: Executes superior technical skills for the role
2. ENGAGING COMMUNITY: Builds bridges with others in the community to ensure the Y’s work is community-focused and welcoming of all, providing community benefit
3. EMOTIONAL MATURITY: Demonstrates ability to understand and manage emotions effectively in all situations
4. COMMUNICATION & INFLUENCE: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y’s cause

Requirements

Available shifts are:

 Sunday-Thursday (Combination of AM/MIDDAY)

 Flexible days closing (MID-DAY/EVENING)