Membership Manager

YMCA OF METROPOLITAN LOS ANGELES

The 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 SUMMARY

The 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 Belonging Director, this role translates strategy into execution to support membership goals and overall center performance.

ESSENTIAL FUNCTIONS

Membership Growth and Sales Execution

• 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
• Support conversion efforts by coaching staff on tours, engagement, and closing techniques
• Assist in achieving monthly membership sales and revenue goals through daily execution

Lead & Pipeline Management

• Oversee the tracking and management of all prospective members from initial inquiry through conversion
• Ensure all leads (walk-ins, digital inquiries, referrals, outreach) are captured and followed up appropriately
• Maintain consistent routines for reviewing pipeline activity and follow-up completion
• Monitor conversion performance and identify opportunities to improve outcomes

Membership Engagement and Retention

• Support onboarding and engagement efforts to connect members to programs and services
• Monitor member participation and assist in re-engagement efforts for inactive or at-risk members
• Ensure timely outreach to members to support retention and ongoing engagement
• Promote programs and services that enhance the member experience and long-term retention

Staff Leadership and Development

• Supervise, schedule, and support front-line membership staff and coordinators
• Provide coaching on sales practices, member engagement, and service standards
• Reinforce accountability for daily activity including follow-up, tours, and member interactions
• Support training and onboarding of new staff to ensure consistency in execution

Operations and Member Experience

• Ensure a welcoming, inclusive, and service-oriented environment at all times
• Support accurate processing of memberships, program enrollments, and transactions
• Maintain operational standards related to member services, safety, and compliance
• Assist in coordinating promotions, outreach efforts, and center initiatives

Key Performance Indicators (KPIs)

• Membership sales (monthly join units)
• Tour-to-membership conversion rate
• Lead follow-up completion and timeliness
• Member engagement and participation levels
• Retention support (re-engagement activity, inactive member outreach)
• Team execution of sales and service standards

Leadership Expectations

• Demonstrate accountability, initiative, and professionalism
• Support a culture of teamwork, inclusion, and member-centered service
• Contribute to overall center success through collaboration and execution

Other Essential Functions

• 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 COMPETENCIES

The 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, & Volunteerism
• Building 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, Inclusion
• Leading 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 Management
• Developing & 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 Maturity.

While all competencies are significant the following are critical to success in this position:

• Engaging Community
• Communication & Influence
• Functional Expertise
• Developing Self & Others 

MINIMUM QUALIFICATIONS

• AGE: 18
• EDUCATION:  
  • High school diploma required
  • Bachelor’s Degree preferred
• RELATED EXPERIENCE:  
  • 2–4 years of experience in membership sales, customer service, or team leadership
  • Experience in fitness, nonprofit, hospitality, or related environments preferred
• SPECIALIZED SKILLS:
  • 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
• CERTIFICATIONS:
  • 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, preferred

WORK ENVIRONMENT/MINIMUM PHYSICAL REQUIREMENTS

• You 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 # 4043