Membership Services Manager

The Salvation Army USA Central Territory•Green Bay, WI

1d•$52,000 - $60,000•Onsite

About The Position

The Kroc Center is seeking an enthusiastic and dynamic Membership Services Manager to create and lead a vibrant, customer-focused environment. This role is responsible for the Kroc Center's face-to-face customer experience, ensuring a welcoming and positive environment that encourages member retention. The manager will develop and implement strategies to recruit, train, and inspire a high-performing team, driving membership growth and retention. Key responsibilities include achieving membership goals, enhancing member engagement, and maximizing facility utilization.

Requirements

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.
Applicant must possess a valid Wisconsin Driver’s license with clearance to drive from The Salvation Army’s insurance carrier.
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.

Nice To Haves

CPR/AED/First Aid certification to be obtained within first 60 days of employment.

Responsibilities

Develop and implement the plan and program for overseeing all direct, face-to-face customer service efforts at the Kroc Center, including strategies for recruitment, hiring, training, and supervision of front-of-house member services staff.
Create an action plan with established membership goals and processes for regular review to identify areas for improvement and increase facility utilization.
Train the team in membership retention and engagement strategies, ensuring the delivery of quality customer service in all patron interactions.
Hire, train, plan, coordinate, instruct, supervise, schedule, monitor, and evaluate the performance of Lead Membership Services Representatives and Membership Services Representatives.
Act as a support/shift supervisor to Child Watch Attendants and Game Room Attendants when appropriate and/or designated.
Become integrally involved in the ongoing membership management software program, including data input for memberships and program registrations.
Lead membership department staff meetings and attend scheduled meetings, including Manager’s Meetings, Marketing Meetings, and Looking Forward.
Achieve monthly and annual acquisition and retention sales goals, recruiting members through outbound calls, corporate sales initiatives, and lead generation.
Collaborate with Marketing to develop and propose new membership programs, benefits, and offerings, in addition to ongoing marketing and branding campaigns.
Develop and administer a program for ongoing training and special recognition for staff that rewards positive results in member acquisitions, retention, and engagement.
Model and foster a positive work atmosphere by behaving and communicating in a manner that encourages good relationships with clients, co-workers, and supervisors.
Plan, coordinate, instruct, supervise, schedule, monitor, and evaluate the work performance of volunteers assigned to the department.
Participate in off-site engagements, seasonal activities, and special events as requested.
Serve as a member of the MOD (Manager on Duty) Team.