Director, Belonging (3663)

Director, Belonging

Collins and Katz Family YMCA - Los Angeles, CA
Overview

Salary Range $70,304.00 - $75,000.00 Salary Position Type Full Time Job Shift Any Travel Percentage Up to 25% Category Membership & Sales
Description

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 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.
The 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 Functions

Membership Growth and Sales Leadership
Own and drive membership sales performance, including new member acquisition, revenue growth, and conversion outcomes
Develop and execute strategies to grow membership through tours, outreach, referrals, and lead generation efforts
Oversee and ensure consistent execution of the membership sales process across the team
Monitor daily and weekly sales activity including tours, appointments, follow-up, and closes
Analyze performance data to identify opportunities and adjust strategies to improve results
Lead & Pipeline Management
Own the full membership pipeline from initial inquiry through conversion and onboarding
Ensure all prospective member interactions (walk-ins, digital inquiries, referrals, outreach) are captured and actively managed
Establish clear expectations for lead response time, follow-up cadence, and conversion standards
Monitor pipeline health including lead volume, stage progression, and conversion rates
Implement routines for daily and weekly pipeline review and performance tracking
Membership Engagement and Retention
Develop and implement strategies to increase member engagement and long-term retention
Monitor member participation and identify at-risk members based on usage and engagement trends
Ensure proactive outreach and re-engagement efforts are executed to reduce cancellations
Oversee onboarding processes that connect new members to programs, services, and staff
Drive participation in programs and services to strengthen member connection and retention
Support engagement strategies for healthcare-based members to increase utilization and sustain participation
Staff Leadership and Development
Recruit, hire, train, and develop Membership Managers, Coordinators, and front-line staff
Establish clear expectations for sales performance, follow-up, and member engagement
Provide ongoing coaching, feedback, and performance management
Hold team members accountable to activity, conversion, and service standards
Foster a culture of accountability, teamwork, and member-centered service
Operations and Member Experience
Ensure a welcoming, inclusive, and high-quality member experience throughout the center
Oversee accurate processing of memberships, program enrollments, and transactions
Maintain operational standards related to member services, safety, and compliance
Support the execution of promotions, campaigns, and center initiatives
Community Engagement and Partnerships
Build relationships with local businesses, organizations, and community partners to support membership growth
Represent the YMCA at community events and outreach opportunities
Develop strategies to increase awareness and engagement within the community
Key Performance Indicators (KPIs)
Membership sales and revenue growth
Tour-to-membership conversion rate
Lead pipeline health and follow-up performance
Membership retention rate
Member engagement and program participation
Referral growth and new member sources
Team execution of sales and service standards
Leadership Expectations
Demonstrate accountability, professionalism, and initiative
Foster a culture of inclusion, engagement, and high performance
Support collaboration across departments to enhance member experience
Contribute to overall center success and organizational goals
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:
Change Leadership
Communication & Influence
Program/Project Management
Developing & Inspiring Others
Qualifications

MINIMUM QUALIFICATIONS
AGE: 18
EDUCATION:

High School Diploma, required
Bachelor's degree in business, marketing, public administration, or related field, preferred

RELATED EXPERIENCE:

35 years of experience in membership sales, business