Membership Coordinator

YMCA of Metropolitan Los Angeles; Los Angeles (CA); On-site; USD 24,796 - 34,440; Full time

Job summary

YMCA of Metropolitan Los Angeles is seeking a Membership and Belonging Coordinator to drive member growth, engagement and retention at the center. You will engage with members and prospective members, support tours and enrollment, and help deliver a welcoming, program-rich member experience.

The role emphasizes frontline presence at the Welcome Center, collaboration with membership leadership, and consistent follow-up to encourage participation in YMCA programs and services.

Qualifications

• 1–2 years of experience in customer service or member-facing roles
• Experience supporting membership sales, onboarding, or program engagement is a plus
• Excellent communication and relationship-building skills
• Ability to manage multiple tasks with strong organizational skills

Responsibilities

• Create a welcoming environment for members and guests and foster a positive member experience
• Assist with tours and enrollment processes to support membership growth
• Support onboarding and re-engagement of new and existing members
• Promote YMCA programs and services to drive participation and engagement
• Maintain accurate membership data and help with front-desk operations

Skills

Customer service

Sales

Onboarding

Engagement

Communication

Relationship building

Education

High school diploma or equivalent

Tools

Microsoft Office

Member management systems

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 and Belonging Coordinator plays a key role in executing membership growth, engagement, and retention efforts at the center. This position supports the delivery of a high-quality member experience by actively engaging with members and prospective members, supporting sales and onboarding processes, and driving participation in programs and services.The Coordinator works closely with membership leadership to execute daily priorities that contribute to membership goals. This role maintains a strong front-line presence, including time at the Welcome Center, ensuring a welcoming environment and consistent follow-up with members and guests.ESSENTIAL FUNCTIONSMembership and ProgramsEnsure a welcoming environment for all members and guests, creating a positive first impression and ongoing member experienceSupport membership growth by actively engaging with prospective members, assisting with tours, and facilitating enrollment processesExecute consistent follow-up with prospective members to support conversion and onboardingTrack, monitor, and follow up with all prospective members that show interest to ensure timely outreachMaintain communication with new and existing members to encourage engagement and participation in programs and servicesSupport the achievement of membership sales and retention goals through daily execution of assigned responsibilitiesPromote programs and services that align with member needs and drive ongoing participationAssist in coordinating programs and activities that enhance member involvement and strengthen connection to the YMCAMembership Engagement and RetentionBuild strong relationships with members to understand their needs and connect them to programs and servicesMonitor member engagement and support outreach to inactive or at-risk membersExecute re-engagement efforts to encourage continued participation and reduce cancellationsSupport onboarding efforts to help new members feel connected and engaged early in their membershipEncourage participation in programs, services, and center activities to strengthen retentionSupport healthcare-based members in connecting to programs to increase usage and sustained engagementLeadershipMaintain an active presence at the Welcome Center, engaging with members and guestsSupport membership leadership in executing sales, engagement, and retention strategies through consistent front-line executionAssist with administrative responsibilities including scheduling support, reporting, and general operationsParticipate in staff meetings and trainings as requiredSupport a culture of inclusion, engagement, and member-centered serviceKEY CONTRIBUTION AREASConsistent follow-up with prospective membersSupport of membership sales and enrollment processesMember engagement and program participationRe-engagement of inactive or at-risk membersPositive and welcoming member experienceCommunity Engagement and PartnershipsBuild relationships with local businesses, schools, and organizations to grow membership.Represent the YMCA at community events and outreach opportunities.Operations and ComplianceAccurately process memberships, payments, and registrations while maintaining data integrity.Adhere to cash-handling procedures and maintain confidentiality of member information.Participate in staff meetings, trainings, and association-wide campaigns such as the Annual Support Campaign.Model and enforce the YMCA’s Code of Conduct and Core Values of Caring, Respect, Honesty, and Responsibility.MONTHLY KEY PERFORMANCE INDICATORS (KPIs)The Belonging Coordinator will play a part in achieving and monitoring the following membership performance metrics in coordination with Center Leadership, who is ultimately responsible. Targets may vary by center size and market conditions.KPI CategoryExample TargetMeasurementNew Membership Sales75–120 new members per monthTotal new join unitsMembership Revenue Growth3–5% monthly increaseMembership dues revenueMembership Retention Rate85–90% monthly retentionActive members retainedTour-to-Membership Conversion50–65% conversion rateTours resulting in membershipsMember Engagement60% of members in programsProgram participation rateReferral Growth15–20% of new members from referralsReferral trackingMember Satisfaction90%+ positive feedbackSurveys and Net Promoter ScoreCommunity Outreach8–12 outreach events monthlyEvents, partnerships, presentationsOther Essential FunctionsEngage with members regarding their participation in YMCA Programs, Annual Support Campaign, and special events.Attend 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: 18 years or olderEDUCATION: High school diploma or equivalent requiredRELATED EXPERIENCE:1–2 years of experience in customer service, sales, or member-facing roles preferredExperience in fitness, nonprofit, hospitality, or community-based environments preferredPrior experience supporting membership sales, front desk operations, or program engagement is a plusSPECIALIZED SKILLS:Ability to engage effectively with members, guests, and prospective members in a welcoming and professional mannerComfortable initiating conversations and building relationships to support membership growth and engagementAbility to follow established processes and execute assigned responsibilities with consistencyStrong organizational skills with the ability to manage multiple tasks and prioritiesReliable, punctual, and able to work flexible hours including evenings and weekends as neededStrong communication and interpersonal skillsCustomer service and relationship-building skillsBasic sales and follow-up skills (comfort with outreach, engagement, and closing support)Attention to detail and accuracy in processing memberships and tracking informationBasic computer skills including Microsoft Office and member management systems\Ability to work both independently and as part of a teaCERTIFICATIONS:Current YMCA-Approved Adult & Pediatric First Aid, AED, CPR Certifications or willingness to obtain within 60 days of hire, requiredY-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# 4230