Belonging Manager

YMCA of Metropolitan Los Angeles•Monrovia, CA

4d•$26 - $28•Onsite

About The Position

The Membership & Belonging Manager leads the day-to-day execution of membership growth, engagement, and retention strategies at the center. The role ensures consistent implementation of the membership sales process, supports team performance, and delivers a high-quality member experience. The 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, the manager translates strategy into execution to support membership goals and overall center performance. The position is based at the Santa Anita Family YMCA in Monrovia, California. The LA Y operates 29 centers and more than 200 program sites across Los Angeles County. Its mission is to provide services and resources that contribute to community well-being through equitable programs and services.

Requirements

Must be at least 18 years old.
High school diploma required.
2–4 years of experience in membership sales, customer service, or team leadership.
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.
Current YMCA-approved Adult & Pediatric First Aid, AED, and CPR certifications, or willingness to obtain them within 60 days of hire.
Ability, with or without reasonable accommodation, to perform the essential functions of the job, including standing for extended periods and lifting up to 25 pounds.
Auditory and visual ability to observe and respond to situations in fitness and membership areas.

Nice To Haves

Bachelor’s degree preferred.
Experience in fitness, nonprofit, hospitality, or related environments preferred.
Y-USA Team Leader Certification preferred.

Responsibilities

Lead daily membership sales activity, including tours, appointments, follow-up, and enrollment support.
Ensure consistent execution of the membership sales process across staff.
Monitor prospective-member activity and ensure timely, effective follow-up.
Coach staff on tours, engagement, and closing techniques to support conversion.
Assist in achieving monthly membership sales and revenue goals through daily execution.
Oversee prospective-member tracking and management from initial inquiry through conversion.
Ensure leads from walk-ins, digital inquiries, referrals, and outreach are captured and followed up appropriately.
Review pipeline activity and follow-up completion, and identify opportunities to improve conversion performance.
Support member onboarding and engagement by connecting members to programs and services.
Monitor participation and assist with re-engagement of inactive or at-risk members.
Conduct timely member outreach to support retention and ongoing engagement.
Promote programs and services that enhance member experience and long-term retention.
Supervise, schedule, and support front-line membership staff and coordinators.
Coach staff on sales practices, member engagement, and service standards; reinforce accountability for daily activity.
Support training and onboarding of new staff.
Ensure a welcoming, inclusive, and service-oriented environment.
Support accurate processing of memberships, program enrollments, and transactions.
Maintain operational standards related to member services, safety, and compliance.
Assist with promotions, outreach efforts, and center initiatives.
Attend staff meetings and training as required.
Uphold YMCA policies for safety, supervision, mandated reporting, and risk management.
Demonstrate the Six Pillars of Character and YMCA Core Values in dealings with members, guests, volunteers, and fellow staff.
Develop competencies in cause-driven leadership, including mission advancement, collaboration, operational effectiveness, and personal growth.
Perform other duties as assigned by the supervisor.