Membership Experience Manager


Position Title: Membership Experience Manager

Reports to: Director of Engagement

Status: Full time


Founded in 1938, the Boys & Girls Club of Newark (BGCN) is a non-profit organization serving youths in order to help them achieve academic success, build good character and citizenship, and lead healthy lifestyles.POSITION OVERVIEWThe Boys & Girls Club of Newark (BGCN) is currently seeking a highly energetic, detail- oriented, organized, and compassionate individual interested in leading and overseeing all membership and Third-Party pay, including but not limited to: improving and sustaining a streamlined, centralized membership tracking process, ensuring accurate payment tracking and management of family and third party pay, provide technical assistance and support for families to ensure all billing and third-party pay related matters are resolved in an efficient and effective way. This person will also provide support and technical assistance to BGCN staff at external sites.


The ideal candidate will possess the following:

  An enthusiastic commitment to BGCN’s mission

●  A high attention to detail with a focus on accuracy

●  Strong computer literacy skills with specific experience using Microsoft Word andExcel.

●  Demonstrated database management and reporting experience

●  Demonstrated excellent written and verbal communication skills

●  Exceptional interpersonal skills and strong desire to provide high-quality customer service

●  Ability to communicate with individuals from various backgrounds

BGCN Membership Experience Manager Last updated 11/21/2016


Membership Accountability 40%

●  Responsible for all input, reconciliation and administration of enrollment and membership

●  Manages all of BGCN’s membership databases

●  Monitor entire membership enrollment process, assuring that all applications are

complete and required supporting documents are collected and processed for


●  Providing assistance and troubleshooting support to families as it relates to the

online application

●  Monitor sign in process at each BGCN location tour ensure attendance accuracy

●  Ensure all rosters at each BGCN location is accurate and up-to-date

●  Ensure that membership enrollment goals are met

●  Provides high-quality customer service to all parents, as well as BGCN and KIPP


●  Under direct supervision of the Director of Culture and Director of Engagement,

provides refunds to and payment reconciliation support to families

●  Ensure that all deadlines for membership information and data are met

●  Respond to customer service problems, compliments and complaints; contact

members by phone within 24 hours with specific attention to customer satisfaction

and member retention

●  Maintain clear lines of communication to BGCN and KIPP staff as it relates to any

and all roster changes

●  Oversee the administration of scholarship memberships, including the interview

process and completion of all paperwork

●  Responsible for monthly invoicing to families

●  Ensure real-time tracking of all payments and providing accurate, up-to-date

payment reports

●  Maintain enrollment records, ensuring the accurate submission of applications and

collection of all supporting documents

●  Develop and maintain strong parent/guardian relationships and serves as internal

contact for any matters related to membership

●  Performs other support functions as requested by BGCN management

BGCN Membership Experience Manager Last updated 11/21/2016

Program for Parents (PFP) Accountability 40%

●  Collaborate with the DOC, DOE, SC’s and attendance team to manage the administration of Program for Parents (Third Party Pay) with high regard for accuracy, timeliness and consistency

●  Monitor entire PFP enrollment process, assuring that all PFP applications are completed and returned to Parents/PFP in an accurate and timely manner

●  Manage the Program for Parents component in a timely and accurate manner,

consistent with the needs of the organization

●  Complete E-Child Care portal maintenance and communicate changes to BGCN

( DOC, DOE and SC’s )

●  Complete and reconcile daily attendance and swipe audits

●  Communicate discrepancies to families and relevant BGCN / KIPP team members


●  Invoice monthly Co-pays to all families

●  Monitor and track PFP revenue, providing accurate and up-to-date reports

●  Print monthly PFP payment reports for finance department

●  Complete PFP orientation for all new families

●  Send updated license to PFP 1 month prior to expiration date or upon receipt of

updated license

●  Complete, update and send all calendar changes to Program for Parents for holiday

and closure days

●  Answer all incoming phone calls, preparing correspondence and reports relating to

membership and PFP

●  Provides high-quality customer service to all parents, as well as BGCN and KIPP


Site Support 20%

●  Programmatic site support as needed

●  Train and collaborate all BGCN Attendance Specialist on attendance and PFP


●  Actively participates in appropriate team meetings and committees as assigned

●  Lead and support open house enrollments for all BGCN locations

●  Lead and support BGCN’s Family orientation and special events

BGCN Membership Experience Manager Last updated 11/21/2016



●  2 years of experience in database management and development, preferably in a not-for-profit organization

●  2 years experience working in an administrative setting

●  2 years experience delivering training to stake holders and staff

●  Able to complete accurate billings and reconciliations consistent with organizationrecords and general ledger

●  Experience working directly with clients (members), parents, stakeholders and staff

●  Proficient in Database management, Excel, Word, Outlook and presentation

●  Hands-on knowledge of organizational membership and accountability

●  Able to generate comprehensive billing and payment reports

●  Long distance travel will be infrequent but local travel to area external sites schooland organizations may be required on a frequent basis

●  A bachelor's in Business Administration or equivalent degree requiredTO APPLY

  Submit a PDF or word version of your resume and cover letter to

Interviews will only be scheduled upon receipt of resume and cover letter.

All candidates that apply must be available to attend BGCN’s mandatory training.Dates TBA*BGCN provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, BGCN complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.