Coordinator, Belonging and Well-Being (3565)

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 Coordinator plays a key role in executing membership growth, engagement, and retention efforts at the center. This position supports the delivery of a high-quality member experience by actively engaging with members and prospective members, supporting sales and onboarding processes, and driving participation in programs and services.

The Coordinator works closely with membership leadership to execute daily priorities that contribute to membership goals. This role maintains a strong front-line presence, including time at the Welcome Center, ensuring a welcoming environment and consistent follow-up with members and guests.

ESSENTIAL FUNCTIONS
Membership and Programs

• Ensure a welcoming environment for all members and guests, creating a positive first impression and ongoing member experience
• Support membership growth by actively engaging with prospective members, assisting with tours, and facilitating enrollment processes
• Execute consistent follow-up with prospective members to support conversion and onboarding
• Track, monitor, and follow up with all prospective members that show interest to ensure timely outreach
• Maintain communication with new and existing members to encourage engagement and participation in programs and services
• Support the achievement of membership sales and retention goals through daily execution of assigned responsibilities
• Promote programs and services that align with member needs and drive ongoing participation
• Assist in coordinating programs and activities that enhance member involvement and strengthen connection to the YMCA

Membership Engagement and Retention

• Build strong relationships with members to understand their needs and connect them to programs and services
• Monitor member engagement and support outreach to inactive or at-risk members
• Execute re-engagement efforts to encourage continued participation and reduce cancellations
• Support onboarding efforts to help new members feel connected and engaged early in their membership
• Encourage participation in programs, services, and center activities to strengthen retention
• Support healthcare-based members in connecting to programs to increase usage and sustained engagement

Leadership

• Maintain an active presence at the Welcome Center, engaging with members and guests
• Support membership leadership in executing sales, engagement, and retention strategies through consistent front-line execution
• Assist with administrative responsibilities including scheduling support, reporting, and general operations
• Participate in staff meetings and trainings as required
• Support a culture of inclusion, engagement, and member-centered service

KEY CONTRIBUTION AREAS

• Consistent follow-up with prospective members
• Support of membership sales and enrollment processes
• Member engagement and program participation
• Re-engagement of inactive or at-risk members
• Positive and welcoming member experience

Community Engagement and Partnerships

• Build relationships with local businesses, schools, and organizations to grow membership.
• Represent the YMCA at community events and outreach opportunities.

Operations and Compliance

• Accurately process memberships, payments, and registrations while maintaining data integrity.
• Adhere to cash-handling procedures and maintain confidentiality of member information.
• Participate in staff meetings, trainings, and association-wide campaigns such as the Annual Support Campaign.
• Model and enforce the YMCA’s Code of Conduct and Core Values of Caring, Respect, Honesty, and Responsibility.

MONTHLY KEY PERFORMANCE INDICATORS (KPIs)

• The Belonging Coordinator will play a part in achieving and monitoring the following membership performance metrics in coordination with Center Leadership, who is ultimately responsible. Targets may vary by center size and market conditions.

KPI Category	Example Target	Measurement
New Membership Sales	75–120 new members per month	Total new join units
Membership Revenue Growth	3–5% monthly increase	Membership dues revenue
Membership Retention Rate	85–90% monthly retention	Active members retained
Tour-to-Membership Conversion	50–65% conversion rate	Tours resulting in memberships
Member Engagement	60% of members in programs	Program participation rate
Referral Growth	15–20% of new members from referrals	Referral tracking
Member Satisfaction	90%+ positive feedback	Surveys and Net Promoter Score
Community Outreach	8–12 outreach events monthly	Events, partnerships, presentations

 

Other Essential Functions

• Engage with members regarding their participation in YMCA Programs, Annual Support Campaign, and special events.
• 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 years or older
• EDUCATION: High school diploma or equivalent required
• RELATED EXPERIENCE: 
  • 1–2 years of experience in customer service, sales, or member-facing roles preferred
  • Experience in fitness, nonprofit, hospitality, or community-based environments preferred
  • Prior experience supporting membership sales, front desk operations, or program engagement is a plus
• SPECIALIZED SKILLS:
  • Ability to engage effectively with members, guests, and prospective members in a welcoming and professional manner
  • Comfortable initiating conversations and building relationships to support membership growth and engagement
  • Ability to follow established processes and execute assigned responsibilities with consistency
  • Strong organizational skills with the ability to manage multiple tasks and priorities
  • Reliable, punctual, and able to work flexible hours including evenings and weekends as needed
  • Strong communication and interpersonal skills
  • Customer service and relationship-building skills
  • Basic sales and follow-up skills (comfort with outreach, engagement, and closing support)
  • Attention to detail and accuracy in processing memberships and tracking information
  • Basic computer skills including Microsoft Office and member management systems\
  • Ability to work both independently and as part of a tea
• 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 # 3565