What are the responsibilities and job description for the Member Experience Specialist: Harris YMCA position at YMCA of Greater Charlotte?
The Member Experience Specialist delivers advanced membership services, specialized consultations, and high-level sales support to enhance member connection, program engagement, and retention. This role requires strong customer service, deep knowledge of YMCA membership systems, and specialized skills in fitness onboarding or advanced membership transactions. The position is non-supervisory but acts as a subject matter resource for the team.
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
• Perform all duties of a Lead Membership Associate with advanced proficiency.
• Complete advanced CRM training and manage advanced or complex membership transactions.
• Deliver high-quality service across all core membership, front desk, and fitness floor responsibilities with advanced proficiency.
• Use YMCA membership systems with advanced proficiency to process complex membership and program transactions.
•Deliver specialized services in one or more of the following focus areas:
– Fitness Operations
– Advanced Membership & Program Sales
• Conduct body composition assessments and complete Fitness Consultations and onboarding appointments.
• Create basic fitness or workout plans to support member goals.
• Complete advanced sales processes (e.g., draft programs) and provide expert membership guidance.
• Serve as Manager-on-Duty as scheduled, ensuring smooth facility operations and service standards.
• Provide elevated troubleshooting for membership, program, or account issues.
• Actively contribute to membership retention through engagement strategies and follow-up.
• Promote a high-quality, member-centered experience across the center.
Performs other duties and tasks as assigned by leadership
Qualifications
Required Qualifications
• Proficient in all duties as assigned to the lead member experience associate.
• 3 years' experience in one or more of the following focus areas:
• Membership growth strategy to include acquisition, add-ons, and program conversions.
• Fitness industry experience with degree in exercise science related field and/or accredited personal training certification.
• Demonstrated advanced proficiency with point-of-sale processes and CRM systems and/or advanced knowledge of fitness floor operations and exercise principles to support member engagement.
• Ability to lead and collaborate with other departments/teams and deescalate issues.
• Ability to train others on operational procedures within the department.
• 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.
Preferred Qualifications
• Prior experience serving as a YMCA lead member experience associate.
Working Conditions
• Combination of front desk, office, and fitness floor environments.
• Frequent standing, walking, and interaction with members.
• Occasional lifting up to 25 lbs., including fitness equipment or materials.
• Exposure to fitness areas, wellness equipment, and cleaning supplies.
• Flexible schedule including evenings, weekends, and holidays depending on branch needs.
Competencies
- EMOTIONAL MATURITY: Demonstrates ability to understand and manage emotions effectively in
all situations - 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 - FUNCTIONAL EXPERTISE: Executes superior technical skills for the role
- CRITICAL THINKING & DECISION MAKING: Makes informed decisions based on logic, data, and
sound judgment
To learn more about our Y-USA Leadership Competencies, please click here