Director, Belonging (3663)

Job Details

Job Location: Collins and Katz Family YMCA - Los Angeles, CA 90025
Position Type: Full Time
Salary Range: $70,304.00 - $75,000.00
Travel Percentage: Up to 25%
Job Shift: Any
Job Category: Membership & Sales
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 and YMCA Core Values 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
Qualifications

AGE
18
EDUCATION
High School Diploma, required
Bachelor’s degree in business, marketing, public administration, or related field, preferred
RELATED EXPERIENCE
3–5 years of experience in membership sales, business development, or customer service leadership
Proven experience leading teams and achieving sales or performance goals
Experience in nonprofit, fitness, hospitality, or community-based organizations preferred
SPECIALIZED SKILLS
Strong ability to lead, coach, and develop team members
Ability to analyze performance data and drive decision-making
Ability to manage multiple priorities and operate in a fast-paced environment
Strong organizational and follow-up discipline
Ability to build relationships with members, staff, and community partners
Strong leadership and team management skills
Sales and performance management skills
Communication and interpersonal skills
Relationship-building and customer engagement skills
Data analysis and problem-solving skills
Proficiency in Microsoft Office and member management systems
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 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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