The Membership Manager is responsible for oversight and leadership of the Co-op’s Membership benefits and programs as part of the Community Engagement Department. The Membership Manager is responsible for ensuring that the Co-op continuously improves in the areas of Member engagement and Membership benefits, meeting the needs of Members, training staff in the areas of Membership and associated benefits, offering a secure and accessible annual Board election, supporting the Board of Directors, hosting a well-attended annual Member Meeting and organizing other Member-specific events and programming, and ensuring the confidentiality and accurateness of the Membership database. This position is responsible for all areas of Membership including Food for All membership and employee membership. All of this work should result in a growing and engaged Membership that takes pride in its Co-op.
The Membership Manager is responsible for providing the highest level of service possible to our customers, vendors, co-workers and community. This position is also required to maintain the highest standards of professionalism and contribute towards a positive work environment that requires the highest standard of personal conduct and excellence.
This Membership Manager position oversees:
- Community Engagement Coordinator
- Media & Outreach Coordinator
Essential Duties & Responsibilities
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, ability and/or attributes required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Oversee and administer all aspects of Membership programming.
- Oversee the development and improvement of Member programs such as the Community Connections Program and the Community Outreach Partners for Member Work.
- Coordinate and manage Member communications, working with all appropriate department staff.
- Plan and implement all Member recruitment.
- Ensure regular and comprehensive new Member orientations, staff trainings and Member Worker orientations, in collaboration with Community Engagement Coordinator and Media & Outreach Coordinator.
- Plan and coordinate the annual Member Meeting and all other Member engagement, including Member mailings and emails.
- Work closely with the Assistant Outreach and Education Manager and Assistant Director of Community Engagement to coordinate and facilitate the annual COTS Tree Sale; oversee scheduling of Member Workers and hiring of temporary staff to ensure successful execution of the sale.
- Serve as the staff liaison to the Board of Directors and work closely with the General Manager and Assistant Director of Community Engagement to support Board Members. Ensure that the Board of Directors have the appropriate materials and assistance needed, including but not limited to the timely receipt of paper and/or digital Board Packets, coordinating a meal with the Prepared Foods Department and reserving conference rooms and/or virtual meeting spaces.
- Rotate attendance with the Assistant Director of Community Engagement at monthly Board Meetings to ensure the Board’s needs are met and to take minutes in the absence of a minutes-taker
- Oversee the training and coordinate the assistance of a minutes-taker for all monthly Board Meetings
- Oversee the accuracy and maintenance of all Membership and Board-related webpages
- Assist in the planning of all-store events as needed.
- Contribute to the Co-op’s food access initiatives by serving as the staff representative on the Chittenden County Hunger Council, conducting outreach around our Food for All membership and food access programming, and working with local organizations to enhance food access in the Greater Burlington Area.
- Responsible for the maintenance, improvement and security (with IT department) of the Membership database and Member Access portal so that it best meets the needs of Members and the administrative needs of the Co-op.
- Oversee management of daily Membership paperwork
- Assist in the creation and implementation of the Community Engagement department budget, especially as it relates to Member expenses and associated events.
- Promote the Co-op and provide Members, BOD, customers, staff and other stakeholders with current, as well as historical, information on Membership, Cooperative Principles, and other Co-op related issues.
- Ensure accurate Member records are maintained in the Member database with documented processes and procedures as well as appropriate security.
- Partner with the Finance and Community Engagement departments to ensure an efficient, timely and accurate Patronage Refund process, including flyer creation, mailing of checks, and accurate Member data.
- Oversee the procedures and processes related to the Member Worker program.
- Responsible for training all Front End department staff on Membership and all associated information related to equity payments, refunds, Membership programs and benefits. Update training and information as needed to ensure that Front End staff have the information they need to best serve City Market’s Members and customers.
- Create and maintain relationships with Community Outreach Partners (COP) and continually work to enhance the Community Outreach Partners Program.
- Work with Community Engagement Coordinator and Media & Outreach Coordinator to ensure that customer informational bulletin boards in entryways and exit ways display the appropriate Board and Community Connections information and that other informational posters are updated and attended to at least weekly.
- Work with Community Engagement Coordinator and Media & Outreach Coordinator to ensure opportunities for their personal and professional development.
- Learn from other Co-op colleagues and understand current Membership trends and best practices.
- As a member of the All Leadership Team, this position will direct and oversee the work of others by: making decisions that affect workflow and procedures within their department, being involved in group decision making for organizational planning, and implementing immediate and long-range planning as well as tactical and strategic thinking for departmental business needs and personnel development.
- This position is regularly exposed to organization-wide confidential information: including but not limited to: financial, personnel, customer and vendor. A high degree of confidentiality and discretion is required.
- Adhere to policies as outlined in the City Market’s Employee Guide and City Market’s Management Guide.
- Familiarize yourself with and adhere to the Collective Bargaining Agreement.
- Be proactive with regard to creative self-learning and professional development while having a curiosity and desire to learn. Attend all required meetings, trainings, seminars and workshops.
- Follow all department policies and procedures in order for City Market to adhere to all State, Federal and OSHA regulations.
- Support City Market’s Global Ends, Values, Co-op Principles and Diversity Statement.
- Perform other duties as assigned.
Core Co-op Competencies
- Highly detail-oriented, organized, ability to work on multiple tasks, works well under pressure.
- Demonstrated ability to work effectively with multiple deadlines.
- The ability to conceptualize, communicate programs, plans and vision and write persuasive proposals.
- Demonstrated ability to develop and manage timelines for various projects to ensure strategic plans are carried out in a timely manner.
- Sense of humor!
- Be a team player. A team player is one who has the “willingness to consider the effects of one’s own decisions on others and has the ability to focus on the larger Co-op goals rather than individual concerns.”
- Ability to work well with others in a cooperative environment where teamwork, compassion and constant communication are essential.
- Ability to demonstrate clear and expressive verbal and written communication skills, following the proper channels as outlined by your supervisor(s) as well as genuine active listening skills.
- Ability to follow through on commitments and having a high sense of personal and professional accountability.
- A consistent and genuine ability to project a friendly and outgoing personality.
- Ability to handle multiple demands, remain calm, think quickly, prioritize effectively and problem solve within established guidelines.
- Ability to speak, read and understand the English language and carry out complex instructions.
- Ability to meet expectations of regular, predictable attendance.
- Ability to work a flexible schedule including mornings, evenings, weekends and occasional late nights.
Qualifications & Skills
Education & Experience:
- Strong customer service skills with demonstrated ability to communicate effectively over the phone, via e-mail, and in person as a representative of the Co-op.
- Demonstrated event planning and project management experience preferred.
- At least three years of demonstrated experience and success with program planning and implementation in a service-related field.
- Bachelor’s degree in business, communications, or related field, with management and membership experience preferred.
- Minimum one year experience in Membership development, event planning and community engagement preferred.
- Knowledge of natural and conventional foods and the food industry preferred
- Solid understanding of Microsoft Office Suite.
- Proficiency with Word, Excel, PowerPoint, Outlook, websites, and databases, as well as other high level computer skills.
- Proficient with software related to word processing, email marketing, databases, data entry, spreadsheets, e-mail, and Windows-based programs. Familiar with using a phone system and answering multiple calls.
- Familiarity with web platforms including Eventbrite, Sign-up Genius, Mailchimp, or Signup.com strongly preferred
- This position will occasionally be required to work at other City Market locations for coverage or to attend required meetings, trainings, etc. Some out-of-area and overnight travel may be expected.
Work Environment & Physical Ability
- This job operates in a professional office environment with noise levels varying from quiet to moderate in shared office spaces. This is largely a sedentary role; however, ability to occasionally lift or move up to 25 pounds required. While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.