The Salvation Army - Central Territory

  • Membership Manager SBK

    Job Locations US-IN-South Bend
    Job ID
    # of Openings
    Regular Full-Time
  • Overview


    Job Summary

    The Membership Manager will be responsible for supervising membership staff and overseeing programs related to sales and retention.  This includes developing and promoting creative marketing and membership incentive plans to increase membership growth.  The manager will act as a liaison between the membership and Kroc Center administration in order to meet the service and hospitality commitment of exceeding membership expectations.  The position will develop programs and events designed to retain membership by engaging each demographic in Center activities.  In conjunction with this they are responsible for mentoring and leading member services staff by providing feedback and inspiration to help improve and develop stronger sales and hospitality skills.


    1. Key Responsibilities
    2. Administration
    3. Establishes and promote a culture in which excellent customer hospitality thrives, all guests feel welcome, and events and programming are actively promoted and supported.
    4. Creates a membership services team that is committed to the success of members.
    5. Provides direct supervision to Welcome Desk Staff and Managers on Duty recommend employment and disciplinary actions, and develop a high performing customer service team.
    6. Develops appropriate processes and procedures for the membership department to ensure effective processing, tracking, and record keeping of members and guests.
    7. Develops, direct, promote, and lead the Corporate Membership and Community Organization Membership programs.
    8. Serves as the primary point person for the point of sale system.
    9. Oversees all insurance billing membership plans.
    10. Meets regularly with Welcome Desk Staff to review weekly and monthly membership goals, assess individual performance and review individual plans.
    11. Participates as a member of the Program Evaluation team.
    12. Maintains membership files and databases.
    13. Responsible for membership inquiries.


    1. Membership and Marketing
    2. Develops and initiate programs to promote creative marketing plans to increase membership growth
    3. Work with other department managers to develop marketing campaigns
    4. Oversees the creation of marketing materials.
    5. Establish membership and retention goals. Create yearly sales initiatives and promotional programs
    6. Facilitate prospective member tours and visits
    7. Plan a calendar of events and activities
    8. Implement a follow-up program for new members during their first year of membership, including incentives and offerings
    9. Research competitors and analyze data to keep the Kroc Center competitive, share as appropriate
    10. Conduct regular membership and community surveys and focus groups to determine needs
    11. Work closely with the Scholarship and Membership Coordinator
    12. All other duties as assigned




    1. Qualifications:

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. 


    Education and/or Experience:  Bachelor’s Degree in business, marketing, publications or communications required.  Minimum of 3 years of progressive experience supervising and managing multiple staff.  Minimum of 3 years of experience in marketing/sales and/or communication management of facilities offering similar programs and/or services.


    Skills:  Excellent customer service skills and be able to communicate clearly and effectively.  Ability to speak, read and write English in a manner that is sufficient for effective communication with supervisor and employees; and to perform the requirement of this job.  Demonstrated ability to think independently, able to handle several projects at the same time and exercise sound judgment.  Perform all duties with an awareness of representing The Salvation Army.  Maintain strict confidentiality.  Must be proficient in Microsoft and web based program. Demonstrated ability to effectively manage customer service through building a positive relationship with members and guests. Ability to lead and develop and retain a high capacity staff team.  Ability to respond effectively to inquiries and complaints


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