Membership Services Manager

Are you a passionate leader who thrives on delivering outstanding customer service and building lasting relationships? The Kroc Center is looking for an enthusiastic and dynamic Membership Services Manager to create and lead a vibrant, customer-focused environment where every guest feels valued and every team member is empowered to succeed

As the Membership Services Manager, you'll take charge of the Kroc Center's face-to-face customer experience, ensuring a welcoming, positive environment that keeps members coming back You'll create and implement a comprehensive strategy to recruit, train, and inspire a high-performing team while driving membership growth and retention. Your leadership will be key in achieving membership goals, enhancing member engagement, and maximizing the utilization of our incredible facilities.

The position offers a generous benefits package that includes excellent health, dental, vision, and hearing insurance as well as generous paid time off that includes 15 days of vacation per year, 12 sick days per year (4 of which can be taken like vacation days), 12 paid holidays, 2 personal days, and the ability to earn an additional 2 days of PTO through our wellness program. The Salvation Army also contributes generously to a pension on your behalf and offers short term disability, long term disability, and life insurance, as well as a variety of other great benefits. We invest in you as an employee and provide paid training and professional development opportunities and are looking for someone who wants to grow and develop with an organization that makes a difference in our community.

MISSION STATEMENT

The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

KROC CENTER MISSION

In keeping with the mission of The Salvation Army, The Ray and Joan Kroc Corps Community Center provides facilities, programs and services that strengthen, encourage and enrich children, adults, and seniors through positive life-changing experiences.

SUMMARY/PRIMARY PURPOSE:

To plan, develop, and execute the front of house membership services functions at the Ray & Joan Kroc Corps Community Center (Kroc Center) including scholarships and member retention strategies; to oversee all front-of-house employee interactions with the public, including front desk operations, child watch services and the game room; to supervise staff designated for related efforts; to work with Kroc Center staff in assuring optimal service is provided to users of the venue while meeting the missions of the Kroc Center.

ESSENTIAL FUNCTIONS: This job description should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of this position. The incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this job description.

1. Develop & implement the plan and program for overseeing all direct, face-to-face customer service efforts at the Kroc Center. The plan will include strategies designed to recruit, hire, train, and supervise all front-of-house member services staff; an action plan with established membership goals; the process to provide regular, interim (e.g. monthly) review efforts to identify areas of improvement to the plan; and efforts to increase the utilization of facility.
2. Train the team in membership retention and engagement strategies, ensuring the delivery of quality customer service in every facet of patron interaction.
3. Hire, train, plan, coordinate, instruct, supervise, schedule, monitor, and evaluate the performance of the Lead Membership Services Representatives and Membership Services Representatives.
   a. Act as a support/shift supervisor to Child Watch Attendants, and Game Room Attendants when appropriate and/or designated.
4. Become integrally involved in the ongoing membership management software program, including the input of data to design, record, and maintain memberships and program registrations.
5. Lead membership department staff meetings and attend scheduled meetings including but not limited to, Manager's Meetings, Marketing Meetings, and Looking Forward.
6. Achieves monthly and annual acquisition and retention sales goals. Recruit members through outbound calls, corporate sales initiatives, and lead generation
7. Collaborate with Marketing to develop and propose new membership programs, benefits, and offerings in addition to the ongoing Kroc marketing and branding campaigns.
8. Develop and administer a program for ongoing training, special recognition for all staff that rewards positive results on member acquisitions, retention, and engagement.
9. Model and foster a positive work atmosphere by behaving and communicating in a manner that encourages good relationships with clients, co-workers, and supervisors.
10. Plan, coordinate, instruct, supervise, schedule, monitor and evaluate the work performance of the volunteers assigned to the department.
11. Participate in off-site engagements, seasonal activities and special events as requested by the
12. Serve as a member of the MOD (Manager on Duty) Team.

MINIMUM QUALIFICATIONS REQUIRED:

EDUCATION AND EXPERIENCE:

• Bachelor's Degree from accredited college or university in business administration, marketing, communications, or related field.
• 2 years experience in similar responsibilities or equivalent in a facility offering similar programs and/or services, including cash handling.

- OR -

• Any equivalent combination of training and experience which provides the required knowledge, skills, and abilities.

LICENSES AND CERTIFICATIONS: Applicant must posses a valid Wisconsin Driver's license with clearance to drive from The Salvation Army's insurance carrier. CPR/AED/First Aid certification to be obtained within first 60 days of employment.

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong verbal and written communication skills.
• Strong personnel management skills, including the ability to train, delegate, motivate, and create a sense of team among the staff.
• Ability to address multiple projects in a timely manner while being responsive and detail-oriented.
• Ability to interact with co-workers and the public in a positive, professional manner.
• Ability to work with people of diverse backgrounds and circumstances.
• Exercise good judgment in personal actions.
• Strong computer skills, including use of Microsoft Office products, e-mail, and Internet.

MENTAL AND PHYSICAL ABILITIES: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is normally required to stand for extended periods of time up to the length of an entire work shift excepting breaks and meal periods; walk; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Requires frequent handling of stress and emotions.

WORKING CONDITIONS: Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job is performed in a busy community center with variable noise level and temperature. The noise level in this work environment can vary from low to loud. The duties of this job will be performed in various settings within a community center including a typical office setting, gymnasium, game room, and aquatics center where conditions may be cooler, warmer and more or less humid than a normal office environment.

For other duties of this job, such as outdoor special events and community center activities, the employee may be exposed to weather conditions prevalent at the time. The noise level in the work environment outdoors is usually moderate to loud.

This position requires the ability to work a flexible schedule to include days, evenings, weekends, and holidays.

The Salvation Army is an equal opportunity employer. Candidates who are back-to-work, US Veterans, people with disabilities, people who have been impacted by the justice system, and/or people without a college degree are encouraged to apply.

All employees recognize that The Salvation Army is a church and agree that as an employee of The Salvation Army they will support its religious mission.