Belonging Manager (5092)

YMCA of Metropolitan Los Angeles•Monrovia, CA

About The Position

The YMCA of Metropolitan Los Angeles is seeking a Membership & Belonging Manager to lead the day-to-day execution of membership growth, engagement, and retention strategies at a center. The manager ensures consistent use of the membership sales process, supports team performance, and delivers a high-quality member experience. The role supervises front-line staff, drives daily sales activity, and maintains accountability for lead follow-up, conversion, and member engagement. Working closely with the Associate Executive Director, the manager translates strategy into execution to support membership goals and overall center performance. 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, including programs and resources related to food security, education, sports, youth development, health, and wellness.

Requirements

Must be at least 18 years old.
High school diploma required.
Two to four 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 and 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 job functions, including the required physical, visual, and auditory abilities.

Nice To Haves

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

Responsibilities

Lead daily membership sales activity, including tours, appointments, follow-up, and enrollment support.
Ensure staff consistently execute the membership sales process.
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 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 routinely; monitor conversion performance and identify opportunities to improve outcomes.
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 the 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.
Maintain a welcoming, inclusive, and service-oriented environment.
Support accurate processing of memberships, program enrollments, and transactions.
Maintain member-service, safety, and compliance operational standards.
Assist in coordinating promotions, outreach efforts, and center initiatives.
Attend staff meetings and training as required.
Uphold YMCA safety, supervision, mandated-reporting, and risk-management policies, and demonstrate YMCA values and leadership competencies in dealings with members, guests, volunteers, and colleagues.
Perform other duties as assigned by the supervisor.