(Temporary, FT) Membership Manager

HONEST WEIGHT FOOD CO-OP

MEMBERSHIP MANAGER

JOB DESCRIPTION

Short Term Assignment: This is temporary, hourly non-exempt position with the potential of a 24-32 hour, onsite work week expected, including some evenings and weekends, as needed. $36/hour.

Participation on designated committees is expected and may occur remotely or in-person. Any requests for remote work must follow the HWFC remote work policy.

Although this position is supervised by the Board, the Membership Manager must integrate input from many members of the HWFC community at the same time while focusing on the health and longeviy of Member-Owner rights and responsibilities pursuant to the Bylaws and the Member-Owner time investment program.

OVERVIEW:

Honest Weight Food Co-op is a member-owned-and-operated community food market composed of Owners, Member-Owners (who invest time in governance, in-store operations, and out-of-store HWFC activities), Management and Staff, and non-Owner shoppers. The Membership Manager is responsible for encouraging and facilitating Member-Owner engagement in all aspects of HWFC. This Member-Owner-centric position also functions as the key interface, in collaboration with the Operations Manager, among Member-Owners and Managers and Staff, with the objective of encouraging and facilitating robust Member-Owner time investment in all departments.

The Membership Manager, along with the Membership Program Administrative Assistant, oversees and manages all aspects of the Co-op’s Member-Owner Program; coordinates interactions of approximately 1,000 Honest Weight Member-Owners with committees and other aspects of governance as well as department managers; promotes and facilitates active engagement of Member-Owners in the operation of the organization; promotes the benefits of Co-op ownership and membership to existing and potential Member-Owners; and champions the mission of Honest Weight and the cooperative, triple bottom line business model internally and externally.

The Membership Manager is part of the Management Team.

JOB RESPONSIBILITIES

• Cultivate a deep familiarity with the Co-op’s Bylaws, Mission Statement, Statements of Conscience, Member-Owner Manual, Food and Product Manual, and Voting and Nominating Guide. Provide guidance and logistical support to all committees of the Board as well as the Governance Review Council and the Bylaws Panel; adhere to all Co-op policies and protocols.
• Support and promote Anti-Racist and Diversity, Equity, and Inclusion (DEI) initiatives across HWFC: in departments, committees, and programmatic opportunities.
• Adhere to all Co-op policies and protocols.
• Be an active presence in the store to engage shoppers, Owners and Member Owners and reinforce benefits of cooperative ownership and Member Owner time investment, work with Owners and Member-Owners on dedication to quality time investment and excellent customer service.
• Engage Member-Owners as ambassadors at the front end to help promote and recruit new members and Member-Owners.
• Provide excellent customer service to Owners, Member-Owners and other shoppers when on the floor.
• Implement all aspects of the Member Owner Manual.
• Serve as first point of contact to resolve conflicts between Member-Owners referred by departments and/or Member-Owners, and between Member-Owners and Staff as requested; maintain consistent channels of communication among Member-Owners, Staff, and Department Managers.
• Responsible for Member-Owners’ support and activities, including attendance schedules, policy adherence, productivity, and membership status.
• Provide guidance and logistical support to all committees of the Board as well as to the Governance Review Council and the Bylaws Panel.
• Plan, publicize and manage Membership engagement events, including quarterly Membership Meetings ensuring that Member-Owner assistance, practical preparations, and ballot counting needs are fully covered.
• Coordinate with the Membership Committee to produce at least two additional social events that reinforce a sense of shared ownership and community.
• Participate in Membership Committee meetings and assist in the implementation of the all Member-Owner initiatives.
• Meet collectively with Member-Owner teams (Administration, Shopper Helpers, Parking, Veggie and Native Plant Gardens, Membership Meeting, etc.) at least twice per year to check-in/thank/brainstorm.
• Promote cross-training of Member-Owners in time investment opportunities to improve flexibility and meet departmental needs, coordinate Member Owner training and accountability.
• Hold feedback sessions to gauge challenges and gather innovative member-centric ideas/promotions with Department Managers and Staff two times per year either in person, virtually or via survey.
• Work with Marketing and Operations on projects that serve to provide discounts/promotions and events to Member-Owners and Owners.
• Work collaboratively with Marketing to support Membership promotion, engagement, and recruitment of new Owners, including expanding community opportunities for Member-Owner time investment.
• Work to integrate Member Owner time investments with Management and Staff job responsibilities; foster good will among these different constituents.
• Participate in Membership Committee Meetings and assist in the implementation of initiatives of the committee and the Membership Manager

• Supervise Membership Program Administrative Assistant, including assignments and annual performance reviews.

Interaction with Managers and Staff:

• Attend and participate in all Management Team meetings, conversations, and email communications as a Management Team member; attend weekly Department Managers check-in meetings; and other relevant meetings.
• Provide guidance to the Management Team as needed on all aspects of Membership Program and engagement of Owners/Member-Owners.
• Coordinate with department managers to assess best use of Member-Owners’ time investment. Ensure all interested parties are made aware of all changes.
• Meet at least monthly with the Operations Manager to discuss ways to encourage and facilitate use of Member Owner time investment in all departments.
• Meet at least monthly with the Mission-Based Team, (Community Relations Specialist/Outreach, Education and Engagement Coordinator, Membership Department personnel), to discuss initiatives of common concern, encourage coordination and avoid inconsistencies.

Interaction with Membership:

• Directly manage, supervise, coordinate and oversee regular Owner/Member-Owner-related administrative tasks and ensure their accurate, timely and consistent completion including: recording of Ownership interest payments, creation of new Owner profiles in member database and production of new Owner cards/welcome letters, processing of Senior Discount application, entering of data from Member-Owner missed punch forms, application of Member-Owner hours for orientations and customer service trainings, committee and Board work/activities for which members may not routinely clock in and out, processing of ownership interest refund requests.
• Maintain Membership website pages to ensure up-to-date information.
• Update Community Connection participant list of community businesses that offer discounts to HWFC Owners.
• Responsible for Member-Owners’ support and activities, including attendance schedules, policy adherence, productivity, and membership status.
• Contribute to the HWFC’s monthly membership newsletter.
• Provide monthly statistical reports on the HWFC Owner base and Member-Owner time investments as requested by the Board of Directors.
• Generate monthly internal time-investment reports (e.g., no sign-outs, etc.) and other reports as needed.
• Oversee regular scheduling and implementation of new Owner orientations, including preparation of orientation materials, and revision, as needed.
• Provide information to existing, new, and prospective Member-Owners; ensure that the following tasks proceed as required: Ownership Interest application process, collection of Ownership Interest payments, registration of new Member-Owners for orientations, resolution of Member-Owner discount issues, and other Member-Owner service concerns.
• Update Constant Contact participant list as needed.
• Maintain a membership database (Member Program and SMS).
• Directly manage, supervise, schedule, coordinate and oversee Shopper’s Helpers, Greeters and Parking Lot Attendants.
• Maintain and continue to develop comprehensive standard operating procedures for all administrative tasks and ensure adherence.
• Manage website Coop Mail, redirecting to appropriate parties daily.

Interaction with the Board of Directors:

• Submit a weekly hours schedule for the coming week.
• Submit monthly reports, summarizing tasks completed, pending, planned, and requested.

• The Membership Manager is a professional position. Regular tasks and assignments must be completed on time. Intervening priority assignments may require reasonable delay of regular tasks and assignments.
• The Membership Manager is supervised by the Board President or their designee, with direct and often day-to-day contact.
• The Membership Manager may be disciplined or terminated in accordance with the Employee Manual after a vote to take such action by two-thirds of the Board of Directors.