Member Engagement Manager, Frank Deluca YMCA Family Center en YMCA of Central Florida

Description

Position Summary

The Member Engagement Manager provides department-level leadership and outcomes for the Family Center member journey. Reporting to and working in close collaboration with the Member Engagement Director, this leader assists the Member Engagement Director with setting goals and managing budgets, leads full-time and part-time Member Engagement staff, and ensures service quality and policy compliance across all shifts. The Manager acts as a liaison across departments (e.g., Wellness, Aquatics, Youth, Marketing, Business Operations) to ensure the department delivers a consistent, high-value experience from first tour through long-term retention. This role translates strategy into clear plans, monitors performance metrics and reports, and drives continuous improvement to achieve targets in acquisition, engagement, and retention.

Our Culture

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you. We are the Y.

Job Responsibilities

• 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 (e.g., Wellness, Aquatics, Youth, Marketing, Business Operations) 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 according to Association standards.
• Assist in setting the Family Center goals in collaboration with the Member Engagement Director 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 that includes 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. Executes Association policies and procedures in compliance with standards and expectations.
• Prepare and manage the member-insights feedback loop: communicate directly with members, resolve concerns promptly, and implement quick wins that deepen relationships and enhance the member experience.
• Ensure training and compliance: attend required trainings, remain current on certifications/compliance and professional development expectations, and track team completion.
• Protect sensitive and protected information in alignment with YMCA policies and the Employee Handbook; ensure professional appearance standards per YMCA dress code.
• Model the YMCA’s mission and core values through professional conduct and a positive presence; set the tone for consistently excellent service.
• Identify areas for continuous improvement, recommends implementations for cost-effective solutions to leadership and reporting key data and/or trends to Association leadership
• All other duties as assigned by management.

Requirements

• Bachelor’s degree or equivalent required; sales, marketing, communications or related field of study preferred.
• YMCA Membership or Operations experience a plus.
• Minimum of 3 years experience in sales, customer service, or relationship management required.
• Minimum of 2 years in a supervisory or leadership role required.
• Proficiency with computer systems and data entry; experience with CRM or membership management software preferred.
• Strong interpersonal and communication skills, with the ability to inspire confidence and build relationships quickly.
• Comfortable engaging with individuals, families, and diverse communities in a positive and approachable manner.
• Ability to work a flexible schedule including evenings, weekends, and holidays as needed.
• Microsoft Office proficiency required; Salesforce or similar CRM experience preferred.

Work Environment & Physical Demands

• Must be willing to work a flexible schedule, which may include weekends and holidays as needed.
• Must be willing to travel within Central Florida. Must have a valid Driver license. The employee is required to have visual acuity to operate motor vehicles.
• The noise level in the work environment is usually moderate to loud.
• The physical activities of this position include: stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, feeling, and repetitive motions.
• Required to sit or stand for extended periods of time while demonstrating manual dexterity in order to accurately work on the phone, computer keyboard, and other equipment.
• The employee must be able to perform light work: exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
• The employee is required to have close visual acuity, along with the visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned, preparing and analyzing data and figures, transcribing, viewing a computer screen, extensive reading, or to make general observations of facilities or structures.
• Must possess auditory and verbal capabilities in order to adequately communicate in person, via phone, and through electronic communication platforms.
• The employee is not substantially exposed to adverse environmental conditions.

Disclaimers

• Must complete successful background screening, which includes criminal and employment verification. Some positions may additionally require a successful credit check screening.
• All of the above duties and responsibilities are essential job functions subject to reasonable accommodation. The YMCA promotes an equal employment opportunity work place which includes reasonable accommodation of otherwise qualified disabled applicants and employees. Please see your manager should you have any questions about this policy or these job duties.
• This job description may not be all-inclusive and employees are expected to perform all other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.