Belonging Manager

YMCA of Metropolitan Los Angeles; Monrovia (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

YMCA of Metropolitan Los Angeles is seeking a Membership & Belonging Manager to lead day-to-day membership growth, engagement, and retention at the center. This role supervises front-line staff, drives daily sales activity, and ensures a high-quality member experience.

Working closely with the Associate Executive Director, this role translates strategy into execution to support membership goals and center performance.

Qualifications

• Strong communication and interpersonal skills.
• Ability to coach and support team performance.
• Strong organizational and follow-up skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead daily membership sales activity including tours, appointments, follow-up, and enrollment support.
• Ensure consistent execution of the membership sales process across all staff.
• Monitor prospective member activity and ensure timely and effective follow-up.
• Assist in achieving monthly membership sales and revenue goals through daily execution.
• Oversee tracking and management of all prospective members from inquiry to conversion.
• Provide coaching on sales practices, member engagement, and service standards.
• Support onboarding and engagement efforts to connect members to programs and services.
• Maintain operational standards related to member services, safety, and compliance.

Skills

Communication

Coaching

Organization

Multitasking

Education

High school diploma

Bachelor's Degree preferred

Job description

YMCA OF METROPOLITAN LOS ANGELESThe LA Y is the Center for Community Well-Being in Los Angeles, committed to building stronger communities by providing equitable programs and services to empower all. We are focused on fighting food insecurity, providing equity in education, making sure every child has the opportunity to experience the joy of sports, ensuring kids and teens have a safe place to grow, learn and live a healthy lifestyle. The LA Y’s health and wellness initiatives offer medical and mental health resources to ensure everyone has access to basic health needs. Our mission is to provide services and resources that contribute to the well-being of our community. The LA Y operates 29 Centers and over 200 program sites across LA County.POSITION SUMMARYThe Membership & Belonging Manager is responsible for leading the day-to-day execution of membership growth, engagement, and retention strategies at the center. This role ensures consistent implementation of the membership sales process, supports team performance, and delivers a high-quality member experience.The Membership Manager supervises front-line staff, drives daily sales activity, and maintains accountability for follow-up, conversion, and member engagement practices. Working closely with the Associate Executive Director, this role translates strategy into execution to support membership goals and overall center performance.ESSENTIAL FUNCTIONSMembership Growth and Sales ExecutionLead daily membership sales activity including tours, appointments, follow-up, and enrollment supportEnsure consistent execution of the membership sales process across all staffMonitor prospective member activity and ensure timely and effective follow-upSupport conversion efforts by coaching staff on tours, engagement, and closing techniquesAssist in achieving monthly membership sales and revenue goals through daily executionLead & Pipeline ManagementOversee the tracking and management of all prospective members from initial inquiry through conversionEnsure all leads (walk-ins, digital inquiries, referrals, outreach) are captured and followed up appropriatelyMaintain consistent routines for reviewing pipeline activity and follow-up completionMonitor conversion performance and identify opportunities to improve outcomesMembership Engagement and RetentionSupport onboarding and engagement efforts to connect members to programs and servicesMonitor member participation and assist in re-engagement efforts for inactive or at-risk membersEnsure timely outreach to members to support retention and ongoing engagementPromote programs and services that enhance the member experience and long-term retentionStaff Leadership and DevelopmentSupervise, schedule, and support front-line membership staff and coordinatorsProvide coaching on sales practices, member engagement, and service standardsReinforce accountability for daily activity including follow-up, tours, and member interactionsSupport training and onboarding of new staff to ensure consistency in executionOperations and Member ExperienceEnsure a welcoming, inclusive, and service-oriented environment at all timesSupport accurate processing of memberships, program enrollments, and transactionsMaintain operational standards related to member services, safety, and complianceAssist in coordinating promotions, outreach efforts, and center initiativesKey Performance Indicators (KPIs)Membership sales (monthly join units)Tour-to-membership conversion rateLead follow-up completion and timelinessMember engagement and participation levelsRetention support (re-engagement activity, inactive member outreach)Team execution of sales and service standardsLeadership ExpectationsDemonstrate accountability, initiative, and professionalismSupport a culture of teamwork, inclusion, and member-centered serviceContribute to overall center success through collaboration and executionOther Essential FunctionsAttend staff meetings and training as required.Uphold YMCA policies for safety, supervision, mandated reporting and risk management.Demonstrate the Six Pillars of Character (Trustworthiness, Citizenship, Respect, Responsibility, Caring and Fairness) as well as the YMCA Core Values of Caring, Respect, Honesty and Responsibility, in all dealings with members, guests, volunteers and fellow staff.Demonstrate competencies in and willingness to develop in the Cause Driven Leadership areas of mission advancement, collaboration, operational effectiveness and personal growth.All other duties as assigned by your supervisor.YMCA LEADERSHIP COMPETENCIESThe Y’s Leadership Competency Model is comprised of multiple leadership competencies (leadership knowledge, skills, and behaviors required for success in the Y), organized by the four disciplines of cause driven leadership:Advancing Our Mission & Cause: Provide visionary leadership to the organization and ensure that all resources are mobilized to adapt to new challenges and needs in the community.Competencies Include: Change Leadership, Engaging Community, Philanthropy, & VolunteerismBuilding Relationships: Connect people to the Y’s cause by developing inclusive relationships, partnerships and collaborations so that Ys can co-create solutions to pressing social needs.Competencies Include: Collaboration, Communication & Influence, InclusionLeading Operations: ensure relevance, effectiveness, and sustainability of the organization so that we can continue to fulfill our promise to the community.Competencies Include: Critical Thinking & Decision Making, Fiscal Management, Functional Expertise, Innovation, Program/Project ManagementDeveloping & Inspiring Others: support the holistic development of self and others so that everyone can embrace the Y’s cause, sustain the Y’s culture, and inspire others to take individual and collective action to further our impact.Competencies Include: Developing Self & Others, Emotional MaturityWhile all competencies are significant the following are critical to success in this position:Engaging CommunityCommunication & InfluenceFunctional ExpertiseDeveloping Self & OthersMINIMUM QUALIFICATIONSAGE: 18EDUCATION:High school diploma requiredBachelor’s Degree preferredRELATED EXPERIENCE:2–4 years of experience in membership sales, customer service, or team leadershipExperience in fitness, nonprofit, hospitality, or related environments preferredSPECIALIZED SKILLS:Strong communication and interpersonal skillsAbility to coach and support team performanceStrong organizational and follow-up skillsAbility to manage multiple priorities in a fast-paced environmentCERTIFICATIONS:Current YMCA-Approved Adult & Pediatric First Aid, AED, CPR Certifications or willingness to obtain within 60 days of hire, required.Y-USA Team Leader Certification, preferredWORK ENVIRONMENT/MINIMUM PHYSICAL REQUIREMENTSYou must have the physical, visual, and auditory ability to perform the essential functions of the job with or without reasonable accommodations.Must be able to stand for extended periods and lift up to 25 pounds.Must demonstrate auditory and visual ability to observe and respond to situations in the fitness and membership areas.Req# 5092