What are the responsibilities and job description for the Membership Manager position at Girl Scouts Of Greater Los Angeles?
Company Overview
Girl Scouts of Greater Los Angeles (GSGLA) is the largest girl-serving nonprofit agency in the Los Angeles region. Our mission is to build girls of courage, confidence, and character, who make the world a better place. www.girlscoutsla.org.
Our core values of Integrity, Clarity of Purpose, Accountability and Respect represent how we behave on a day-to-day basis. These are the specific behaviors that are imperative and encouraged in our company culture.
We are committed to building a diverse staff that reflects the communities we work alongside, and we value diversity, equity and inclusion in our workplace.
We encourage all qualified individuals to apply, and strongly encourage people from underrepresented groups to apply. In addition, reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
Position Summary
The Membership Manager is responsible for providing leadership and management of the Membership support team as they work to support and retain adult volunteers and girl members within assigned communities at Girl Scouts of Greater Los Angeles. They are responsible for providing leadership in the development of innovative strategies and effective service for supporting girl and adult membership through the volunteer service unit structure. They oversee a regional membership team in the recruitment of service team volunteers and in the delivery of support services to service unit volunteers to ensure the effective infrastructure of volunteer service teams that result in increased access to the Girl Scout Leadership Experience and impactful delivery of the Girl Scout Leadership Experience.
Essential Duties and Responsibilities
- Responsible to ensure that GSGLA retention and renewal benchmark targets and annual goals are met. Accountable to assigned membership targets within assigned area.
- Provides leadership in the development of innovative strategies and effective services for supporting girl and adult membership through the service unit and troop structure.
- Directs/manages the team of specialists dedicated to providing customer service and support for adult volunteers and girls in established geographical service unit and in potential geographic markets.
- Oversees implementation of the councils volunteer management system within the service unit structure to include the recruitment, screening, selection, placement, development, training, recognition, and re-assignment of service unit volunteers.
- Ensures that membership staff are fulfilling the action items required within renewal and retention campaigns.
- Ensures that support staff are effectively communicating membership goals with service unit volunteers.
- Ensures that membership staff are on target to complete all functions that ensure the health of a service unit and that the work of the Service Unit, documented and tracked through annual plan of work meetings, supports GSGLA council goals and priorities.
- Ensures the effective flow of communication between service unit volunteers and council staff; oversees the effective brokerage and access to additional support services and resources.
- Responsible for training and supporting staff to effectively serve as a council liaison to volunteers, to include presenting and supporting all council initiatives and campaigns and to manage and address volunteer concerns.
- Responsible for ensuring that membership support staff are providing on time training to new service unit team members and new troop leaders to include the delivery of live webinars, eLearning utilization, weekend skill builders and face to face meetings.
- Ensure team of membership staff respond and address volunteer concerns, inquiries, and cases swiftly.
- Oversees the tracking of the new leader training and communication plan to include the 30-, 60-, 90-, and 120-day training/retention plan.
- Ensures that Membership staff are fulfilling consistent support and relationship management techniques to retain and scale volunteer service teams.
- Provides regular training and upskilling opportunities for staff.
- Keeps current on product program information and supports training and messaging that is offered to service unit volunteers. Ensures product program team is provided with essential service unit information to support product sales program.
- Provides interpretation of GSUSA initiatives and national and local trends affecting girls throughout the council jurisdiction
- Creates, collaborates, and executes projects and initiatives that support the volunteer experience and membership growth and retention.
- Responsible for swiftly holding staff accountable for performance not in alignment with meeting assigned goals, departmental priorities, and behaviors that are counter to GSGLA values.
- Assists in the resolution of volunteer conflict and the financial auditing of troops.
- Plans and hosts regular meetings of volunteers.
- Assist department supervisors with orientation for new staff.
- Works closely and collaboratively with Community Engagement Manager, regional partner, to ensure a holistic and consistent presence to volunteers.
- Provides regular training and upskilling opportunities for staff.
- Other duties as assigned
Required Knowledge, Skills and Abilities
- Oral and Written Communication abilities (i.e. In person, verbal, written, and/or phone); expresses ideas and facts in a clear and understandable manner appropriate for the individual or group; listens to and comprehends what others are saying; prepares organized and structured presentations; has demonstrated ability to work with a wide range of sensitive and confidential issues and communicate effectively with a diverse group of girls, volunteers, and staff.
- Project Management - demonstrated ability to coordinate multiple projects while managing conflicting priorities and deadlines; formulates short- and long-term project goals, objectives, schedules, and priorities in line with council goals; anticipates issues, obstacles, or opportunities that may impact plans or actions; ability to coordinate multiple projects while managing conflicting priorities and deadlines; establishes courses of action for accomplishing goals while attending to and incorporating information obtained during day-to-day administrative tasks
- Judgment and Decision-Making - recognizes when immediate action is required; recognizes when sufficient information has been obtained to make a decision; makes decisions where appropriate or refers decisions to the appropriate organizational level; makes decisions without undue delay
- Team-Building - knows team-building techniques and processes; collaborates with others to create optimal solutions; fosters a commitment to a team approach to work; promotes partnerships between work units; collaboratively defines boundaries and outcomes of work responsibilities; shares information with others; recognizes and rewards team accomplishments; shares decision-making responsibility with team members.
- Budget Administration - understands and applies budgeting principles to accurately prepare, integrate, and report on project and/or operational budgets.
- Volunteer Relations - understands the functions of volunteers; demonstrates flexibility to meet with volunteers; effectively delegates responsibility; monitors use of volunteers within existing constraints and guidelines; recognizes volunteer accomplishments; works effectively with volunteers.
- Volunteer Management - knows the procedures, tools, and legal issues associated with recruiting, selecting, supervising, and releasing adult volunteers; assigns and manages volunteers in an efficient manner; monitors use of volunteers; recognizes volunteer accomplishments.
- Technical computer skills in Microsoft Office including Word, Excel, Outlook, customer relationship management systems, and social networking
- Leadership - models high levels of motivation, performance, dedication, and commitment; creates, implements, and/or supports council initiatives, policies, and the corporate plan; engages, inspires, encourages, guides, and/or gains others support toward accomplishing individual, team, council, and GSUSA goals; adapts leadership style to a variety of situations
- Management - delivers results by maximizing organizational effectiveness and sustainability; ensures people have the support and tools they need and that the assigned workforce has the capacity and diversity to meet current and longer-term organizational objectives; aligns people, work, and systems with the business strategy to harmonize how they work and what they do; conscientiously assigns performance goals, offers year-round performance feedback, and conducts timely performance discussions and reviews.
- Developing Others: - the ability to delegate responsibility and to work with others and coach them to develop their capabilities; provides helpful, behaviorally specific feedback to others; shares information, advice, and suggestions to help others to be more successful; provides effective coaching.
- Flexibility to attend evening and/or weekend meetings and/or events
- Hybrid work environment, mix of remote and in office setting.
- Will spend time sitting, utilizing the computer.
- Will spend time standing/walking throughout the facilities.
- Must travel via personal vehicle or public transport to various facilities throughout the region.
- May lift up to 15 lbs. periodically. If more, the incumbent must request assistance.
- The incumbent must be able to perform this job safely, without endangering the health or safety of themselves or others.
The preceding functions have been provided as examples of the types of work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind work assignments.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Recommended Education, Training and Experience
- Bachelors degree (or equivalent experience) required
- Experience of supporting and managing volunteers, required
- Experience with conflict resolution, desired
- 2 years of managing high performing teams, desired
GSGLA Employee Requirements
- Comply with state-mandated reporter training
- Attend GSGLA signature events and/or other activities as assigned
Benefits / Other
Employees of GSGLA receive a competitive benefits package and paid time off, including the closure of its offices the second and fourth Monday of every month. Full time staff are eligible to opt into plans that cover medical, dental, vision, life and even pet insurance, an employee assistance program, as well as a 403(b) retirement plan.
Vaccination Policy
Girl Scouts of Greater Los Angeles requires its employees to be vaccinated against COVID-19, subject to certain exemptions as required by law. New hires working at Girl Scouts of Greater Los Angeles must be fully vaccinated upon hire. Please contact the People & Culture Department for a copy of the vaccination policy.
