Director, Belonging

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 Director is responsible for leading and scaling membership growth, engagement, and retention at the center. This role serves as the primary leader of the membership function, driving a high-performing sales and service culture that delivers measurable results and a strong member experience.9The Director owns membership performance, including lead generation, pipeline management, conversion, onboarding, and retention. This role leads and develops the membership team, establishes clear expectations, and ensures consistent execution of membership strategies that support overall center goals.Working in partnership with center leadership, the Director also ensures members are connected to programs, services, and experiences that deepen engagement, increase participation, and strengthen long-term retention.ESSENTIAL FUNCTIONSMembership Growth and Sales LeadershipOwn and drive membership sales performance, including new member acquisition, revenue growth, and conversion outcomesDevelop and execute strategies to grow membership through tours, outreach, referrals, and lead generation effortsOversee and ensure consistent execution of the membership sales process across the teamMonitor daily and weekly sales activity including tours, appointments, follow-up, and closesAnalyze performance data to identify opportunities and adjust strategies to improve resultsLead & Pipeline ManagementOwn the full membership pipeline from initial inquiry through conversion and onboardingEnsure all prospective member interactions (walk-ins, digital inquiries, referrals, outreach) are captured and actively managedEstablish clear expectations for lead response time, follow-up cadence, and conversion standardsMonitor pipeline health including lead volume, stage progression, and conversion ratesImplement routines for daily and weekly pipeline review and performance trackingMembership Engagement and RetentionDevelop and implement strategies to increase member engagement and long-term retentionMonitor member participation and identify at-risk members based on usage and engagement trendsEnsure proactive outreach and re-engagement efforts are executed to reduce cancellationsOversee onboarding processes that connect new members to programs, services, and staffDrive participation in programs and services to strengthen member connection and retentionSupport engagement strategies for healthcare-based members to increase utilization and sustain participationStaff Leadership and DevelopmentRecruit, hire, train, and develop Membership Managers, Coordinators, and front-line staffEstablish clear expectations for sales performance, follow-up, and member engagementProvide ongoing coaching, feedback, and performance managementHold team members accountable to activity, conversion, and service standardsFoster a culture of accountability, teamwork, and member-centered serviceOperations and Member ExperienceEnsure a welcoming, inclusive, and high-quality member experience throughout the centerOversee accurate processing of memberships, program enrollments, and transactionsMaintain operational standards related to member services, safety, and complianceSupport the execution of promotions, campaigns, and center initiativesCommunity Engagement and PartnershipsBuild relationships with local businesses, organizations, and community partners to support membership growthRepresent the YMCA at community events and outreach opportunitiesDevelop strategies to increase awareness and engagement within the communityKey Performance Indicators (KPIs)Membership sales and revenue growthTour-to-membership conversion rateLead pipeline health and follow-up performanceMembership retention rateMember engagement and program participationReferral growth and new member sourcesTeam execution of sales and service standardsLeadership ExpectationsDemonstrate accountability, professionalism, and initiativeFoster a culture of inclusion, engagement, and high performanceSupport collaboration across departments to enhance member experienceContribute to overall center success and organizational goalsOther 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:Change LeadershipCommunication & InfluenceProgram/Project ManagementDeveloping Self & OthersMINIMUM QUALIFICATIONSAGE: 18EDUCATION:High School Diploma, requiredBachelor’s degree in business, marketing, public administration, or related field, preferredRELATED EXPERIENCE:3–5 years of experience in membership sales, business development, or customer service leadershipProven experience leading teams and achieving sales or performance goalsExperience in nonprofit, fitness, hospitality, or community-based organizations preferredSPECIALIZED SKILLS:Strong ability to lead, coach, and develop team membersAbility to analyze performance data and drive decision-makingAbility to manage multiple priorities and operate in a fast-paced environmentStrong organizational and follow-up disciplineAbility to build relationships with members, staff, and community partnersStrong leadership and team management skillsSales and performance management skillsCommunication and interpersonal skillsRelationship-building and customer engagement skillsData analysis and problem-solving skillsProficiency in Microsoft Office and member management systemsCERTIFICATIONS: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 REQUIREMENTSYou must have the physical, visual, and auditory ability to perform the essential functions of the job with or without reasonable accommodation.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.
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