The Member Experience Coordinator supports the day-to-day operations of the membership desk. This role ensures schedules, supplies, and systems are in place, provides excellent service to members, and assists with administrative and logistical tasks that contribute to a positive YMCA experience.
• High school diploma or equivalent required; some college preferred.
• Minimum 3 years of experience in customer service, sales, fitness, or administrative support.
• Strong organizational and communication skills.
• Ability to manage multiple priorities and resolve issues effectively.
• Commitment to YMCA mission and values.
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.
• Coordinate daily operations at the Membership Desk and Fitness Floor.
• Ensure program schedules, supplies, and systems are implemented.
• Maintain accurate records, reports, and membership files.
• Communicate with staff, participants, and volunteers to support service quality.
• Support onboarding, tours, registrations, and engagement activities.
• Monitor member engagement and provide routine assistance.
• Uphold YMCA policies, procedures, and safety practices.
• Provide informal guidance to part-time staff or volunteers.
• Resolve routine member questions and escalate complex concerns.
• Contribute to process improvement and consistency.
• Serves as the Manager on Duty and First Responder during assigned shifts, ensuring adherence
to safety protocols and incident response standards.
Performs other duties and tasks as assigned by leadership
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
COLLABORATION: Creates sustainable relationships within the Y and with other organizations in service to the community
COMMUNICATION & INFLUENCE: Listens and expresses self effectively and in a way that engages, inspires, and builds commitment to the Y’s cause
EMOTIONAL MATURITY: Demonstrates ability to understand and manage emotions effectively in all situations