Member Engagement Manager

Foodlink Inc • City of Rochester, NY

4d • $62,642 - $70,000

About The Position

The Member Engagement Manager (MEM) oversees all aspects of the Foodlink member agency network, maximizing partner relationships and resources, while ensuring compliance with required standards. The MEM supervises several team members who are tasked with providing excellent customer service to member agencies and ensuring effective and strategic distribution of programs, services, and resources.

Requirements

• Bachelor’s degree and three years of relevant customer service experience or equivalent combination of education and experience is required.
• Previous experience leading, supervising, and developing people is required.
• Able to write reports and business correspondence and to effectively present information and respond to questions from managers, agencies, and the general public.
• Advanced computer proficiency, including use of Microsoft operating system, internet, and Microsoft Office365 suite (Outlook, Word, Excel, Teams, Sharepoint, OneDrive).
• Ability and willingness to learn, navigate and implement various software programs, processes, and systems.
• Exceptional organizational skills, a strong attention to detail, and the ability to solve practical problems under time constraints and within established deadlines.
• Ability to communicate clearly, effectively, and with cultural competence (speak, read, and write proficiently) in English is required, including in-person, over the phone, and by email.
• Ability and willingness to drive throughout Foodlink’s 10-county service area.

Nice To Haves

• Previous non-profit experience is preferred.
• Experience with non-profit organizations in Foodlink’s 10-county service area is a plus.
• Knowledge of and/or experience with the issue of food insecurity and related issues (e.g., housing insecurity, poverty, etc.) is preferred.

Responsibilities

• Empower and train staff to work effectively with member agencies and ensure the team lives out The Foodlink Way in their customer service interactions.
• Manage Member Services staff, including personnel responsible for customer service, member relations, new member applications and onboarding, and order processing. Management includes administrative support (goal settings, performance appraisals, approving timecards, weekly check-ins, etc.), in addition to building a culture of excellence by focusing on Foodlink’s core values.
• Invest in the development and growth of team members, providing oversight of the allocation of professional development dollars.
• Provide exemplary customer service for Foodlink’s network of member agencies by providing oversight and accountability for issue resolution to ensure timely responses and serving as point of contact for escalated issues
• Develop and support relationships with members to maintain and expand network capacity, capability, and reach.
• Serve as liaison between member agencies and Foodlink operations for order fulfillment and distribution, including providing oversight of annual holiday order program.
• Develop and oversee the execution of a comprehensive external communication plan to educate, train, and inform member agencies and strengthen network relationships.
• Responsible for oversight of the New Member Onboarding process, providing membership recommendations to Director and Foodlink senior leadership, and ensuring timely processing of applications and accurate account setup.
• Oversee site monitoring and member compliance with federal, state, and Feeding America standards.
• Ensure that all grant dollars allocated to Member Services and members are spent appropriately and within federal and state guidelines and regulations.
• Maintain oversight of member grant lines of credit to ensure timely spending, as well member account balances to ensure timely payment. In consultation with Finance team, oversee follow-up with members regarding overdue payments.
• Develop and maintain a Member Services dashboard that will facilitate effective partnerships and evaluation of our agency network using agency surveys, internal data reports and other metrics.
• Working with the Member Services and Marketing teams, plan and execute the Foodlink Annual Member Conference that brings together partner agencies for training, development, and relationship-building.
• In collaboration with Director of Food Bank Programs & Compliance, lead the Agency Advisory Council (AAC) and plan quarterly meetings with representatives from partner agencies.
• Works closely with Director of Food Bank Programs & Compliance to achieve departmental goals and meet the needs of members. This will include departmental projects and tasks not specified in this job description.

Benefits

• Foodlink covers 100% of individual health and dental insurance with the ability to acquire family coverage with pretax dollars.
• In addition to generous paid time off (PTO), we observe 14 paid holidays throughout the year.
• Opportunity to contribute to a 401k retirement savings plan upon hire.
• Eligible for generous employer match after 1 year of service.
• Certain positions, depending on their responsibilities and at the approval of Human Resources, are eligible for a personal cell phone usage stipend.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees