Membership Manager

ABOUT OUR Y

Our Y is one of Southern California's leading charitable organizations dedicated to strengthening communities through youth development, healthy living, and social responsibility.

MISSION

The mission of the YMCA of the Foothills is to organize, develop, finance, and conduct programs for an association of persons of all ages that will, by putting Christian principles into practice, enrich the quality of their lives spiritually, mentally, physically, and socially.

POSITION SUMMARY

The Membership Sales Manager oversees the daily shift operations, performance, and development of the Membership Sales team. This role is responsible for driving membership growth, ensuring exceptional service for prospective and new members, and supporting strategic outreach initiatives, while holding staff accountable to do the same.

The Manager leads by example, maintains accountability to YMCA policies and procedures, and cultivates a mission-driven, customer-focused environment that strengthens member engagement and community impact.

ESSENTIAL FUNCTIONS

Leadership & Team Management

• Create an inspiring team environment with an open, supportive communication culture.
• Lead shifts within the department, ensuring all daily tasks and operational expectations are completed.
• Delegate tasks effectively to support smooth operations and balanced workloads.
• Assist with day-to-day operations of the Membership Department.
• Motivate team members and cultivate a high-performance atmosphere.
• Identify staff training needs and provide coaching, guidance, and hands-on support for development.
• Listen to team members' feedback and resolve or escalate issues, concerns, and conflicts as appropriate.
• Resolve membership-related complaints, concerns, and service conflicts in a timely and professional manner.
• Recognize and celebrate individual and team achievements.
• Encourage creativity, empowerment, and solution-focused thinking among staff.
• Suggest, plan, and lead team-building activities to strengthen engagement and collaboration.
• Perform double-checking and audits of membership transactions and processes to ensure accuracy and compliance.
• Hold frontline staff accountable to all membership operations policies and procedures, including administering verbal and written warnings when appropriate and in alignment with YMCA guidelines.
• Provide coverage and fill in for frontline membership roles as needed.
• Provide direct supervision, training, and coaching of Membership Sales Representatives.
• Set clear expectations, goals, and performance metrics; conduct regular evaluations and ongoing development conversations.
• Model high-quality service, professionalism, and mission-driven engagement at all times.

Membership Sales & Growth

• Oversee and execute strategies to meet or exceed membership sales goals and program registration targets.
• Analyze sales trends, lead activity, outreach outcomes, and conversion metrics to drive continuous improvement.
• Develop and support community outreach initiatives to increase brand presence and generate leads through schools, businesses, partnerships, and events.
• Coordinate membership drives, campaigns, and onsite/offsite promotional activities.
• Ensure staff deliver effective facility tours, interviews, and presentations that communicate the Y's mission and values.

Operations & Member Experience

• Ensure accurate processing of membership transactions, data collection, guest passes, and lead tracking within membership systems.
• Maintain awareness of current programs, events, and marketing campaigns to support staff knowledge and member engagement.
• Oversee lobby presence, guest experience standards, cleanliness expectations, and member service best practices.
• Conduct regular facility walkthroughs and address safety concerns promptly.
• Ensure staff understand and implement the Emergency Action Plan.
• Promote a welcoming, inclusive, and mission-aligned environment for all members, guests, and families.

Collaboration & Communication

• Work closely with the Membership Director and cross-department leaders to support association-wide goals.
• Communicate effectively with staff, members, and volunteers to build strong relationships.
• Encourage member involvement, volunteerism, and deeper engagement with YMCA programs.
• Represent the YMCA of the Foothills at community events, partnership functions, and internal meetings.

Compliance & Risk Management

• Ensure staff follow YMCA policies and procedures, including safety, child abuse prevention, emergency protocols, and cleanliness standards.
• Maintain accurate records, support financial integrity, and report irregularities promptly.
• Support consistent implementation of association-wide membership standards.

YMCA LEADERSHIP COMPETENCIES

Mission Advancement:

Models and teaches the Y's core values. Demonstrates commitment to community impact. Supports fundraising and empowers volunteers.

Collaboration:

Builds strong relationships within diverse teams. Coaches others, communicates effectively, and handles challenging situations with professionalism.

Operational Effectiveness:

Sets goals, makes sound decisions, follows policies, and ensures a high-quality experience for members. Demonstrates strong problem-solving and business awareness.

Personal Growth:

Pursues ongoing learning, adapts to change, demonstrates self-awareness, and maintains strong technical and professional skills.

QUALIFICATIONS

• Proven work experience as a Membership Sales Representative or in a similar membership-based sales role.
• In-depth knowledge of YMCA membership policies, procedures, and operational standards.
• Strong computer proficiency, including Windows-based systems and membership/CRM platforms.
• Excellent communication and leadership skills, with the ability to motivate and guide staff.
• Strong organizational and time-management abilities, with the capacity to prioritize effectively in a fast-paced environment.
• Sound decision-making skills with the ability to assess situations and act appropriately.
• Minimum three (3) years of experience in sales, customer service, or membership operations.
• Minimum one (1) year of supervisory or leadership experience preferred.
• Ability to relate effectively to diverse groups of people across all social and economic backgrounds.
• Demonstrated professionalism, problem-solving abilities, and alignment with YMCA core values.
• Current CPR/AED/First Aid certifications or ability to obtain within 30 days.
• Bilingual (Armenian, Korean, or Spanish) preferred.

ACKNOWLEDGEMENT

I have read and understand the above position description and accept the responsibilities, expectations, and conditions of the role. I agree to fulfill all requirements necessary for performing the responsibilities described. I understand that my scheduled shift is not to be used for personal activities (e.g., workouts, personal phone calls, homework). By example, behavior, and performance, I will further the mission and objectives of the YMCA of the Foothills.