What are the responsibilities and job description for the Member Experience Lead: Brace YMCA position at Career Search?
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 tocollectively embody our purpose to love, serve and transform lives. Every day we show up toLead 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 elevateHope- promoting optimism by offering encouragement and practical solutions to challenges. We act withCare & Compassion- listening attentively without judgment, responding with empathy, and creating a senseof belonging by uplifting and supporting those around us. We demonstrate Generosity - sharing our
time, skills, and resources freely and with joy.
We walk inGrace- showing patience and kindness, even in difficult moments. We igniteFaith- stayinggrounded 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 treasureHonesty- communicating openly and truthfully, admitting mistakes when theyoccur, and honoring commitments. We honorHumility- leading with a servant's heart by prioritizing theneeds of others above our own.
We live withJoy- celebrating small and big wins alike, inspiring connection and shared joy. We offerRespect- addressing everyone by name and honoring diverse perspectives and backgrounds. WevalueResponsibility- performing every task timely with diligence and excellence and holding ourselvesaccountable by openly evaluating our performance. We engage inService- going above and beyond inserving 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 tomembers.
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 equipmentorientation.
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
To learn more about our Y-USA Leadership Competencies, please click here