Membership Database Manager
5 days ago
Orlando
Job Description:\n\n TITLE: Membership Database Manager PERFORMANCE PROFILE SOURCE: Individual Contributor DEPARTMENT: Operations Support REPORTS TO: Vice President, Club Operations FLSA STATUS: Exempt WORKER CATEGORY: Full-Time EMPLOYMENT FUNCTION: Technical LOCATION: Syd & Marianne Levy Service Center ADDRESS: 101 E Colonial Drive, Orlando, FL 32801 POSITION SUMMARY: The Membership Database Manager (MDM) is responsible for the performance, integrity, and security of BGCCF’s membership and program database built on Salesforce (My Club Hub). The MDM leads the planning, configuration, and development of the database environment, oversees integrations, and provides technical assistance and training to ensure data remains reliable, consistent, and actionable for reporting and decision-making. This position monitors the effective use of data collection and reporting systems, manages Club staff use of data entry and outcome measurement tools, guides the analysis and translation of data, and produces weekly, monthly, annual, and ad hoc reports for senior management and key stakeholders. The MDM also serves as the primary CRM contact and membership platform owner, aligning system configuration and roadmaps with organizational strategy and operational needs. ESSENTIAL JOB RESPONSIBILITIES: Database ManagementMaintain the integrity, performance, and security of the membership and program database, ensuring accuracy, reliability, and compliance with BGCCF policies.Oversee database workflows, user access, and data collection practices across Clubs; audit usage and provide training, job aids, and corrective guidance.Identify, evaluate, and mitigate data and system risks, addressing discrepancies and ensuring sustainable resolutions.Develop and refine data collection and tracking tools for membership, outcomes, and quality oversight when existing tools do not meet operational needs.Collaborate with Boys & Girls Clubs of America and vendors to resolve database issues and ensure alignment with national data standards.Partner with Finance to support accurate coding structures, dues reconciliation, and financial activity tracking.Manage online registration and parent portal functionality, serving as the primary administrative point of contact and ensuring timely support through the ticketing system.Produce regular and ad hoc reports to track attendance, membership, and outcomes, providing insights for leadership and operational decision-making. CRM Administration and ConfigurationServe as the primary administrator for Salesforce (My Club Hub), overseeing system configuration, upgrades, integrations, and user support.Manage user permissions, roles, and security protocols to ensure appropriate access and governance compliance.Configure entities, forms, workflows, and automations to optimize membership, attendance, and outcomes processes.Lead or support CRM-related projects, migrations, and integrations; gather requirements and deliver scalable solutions.Maintain documentation of system architecture, configurations, and SOPs to ensure continuity and compliance with best practices.Conduct regular data imports, exports, and audits to preserve data integrity and system performance. Automation, Integration, and Data GovernanceCollaborate with internal and external technical partners to maintain and improve integrations (e.g., finance systems, LMS, marketing tools, HRIS).Manage the connection between the membership CRM and other platforms, working with vendors and support services to resolve issues and ensure accuracy.Enforce data governance and member privacy best practices in alignment with organizational policies and applicable regulations.Oversee data imports, exports, reconciliations, and governance routines to maintain a single source for membership and outcomes data. Data Reporting and InsightsPartner with Operations, Finance, Marketing, and Human Resources to design, publish, and maintain dashboards that track member outcomes, Club performance, and key KPIs.Collaborate with Finance to ensure MyClubHub (MCH) data aligns with financial guidelines and policies, including accurate management of accounts, billing, payment methods, and account adjustments.Provide the Finance Department with membership and Club information, support ad hoc data requests, and notify them of system updates or changes affecting billing and financial processes. Work with Finance to establish and maintain proper GL usage, account structures, and revenue recognition procedures.Monitor data quality across membership and financial systems through regular audits and reporting, identifying anomalies and implementing timely corrections.Query databases to generate and publish membership, outcomes, and financial reports that support strategic planning, compliance, and program improvement.Analyze member engagement and financial trends to provide insights, recommend system enhancements, and identify training needs to improve data use and operational efficiency.Document data models, workflows, and integrations to strengthen reporting accuracy, user onboarding, and system scalability. User Support, Training, and Member ServicesServe as a subject-matter expert for database and CRM utilization, providing multi-department support and guidance.Develop and deliver training materials, user documentation, and best-practice guides to strengthen data literacy and system adoption.Lead training sessions to improve CRM adoption, data literacy, and consistent use of membership and outcomes tools.Collaborate with departments utilizing CRM data to create SOPs, ensure proper training, and monitor use and compliance.Respond to member and parent inquiries, including managing a general support ticket email inbox, and provide high-quality customer service.Provide a high level of service to parents and guardians to ensure the parent portal is functioning, intuitive, and reliable for enrollment and payment.Oversee member services response and ticketing systems, ensuring tickets are tracked, addressed, monitored, and reported on within established response times. Club auditsCreate and maintain a standardized Club Membership Audit Checklist for use at each Club.Conduct club membership audits and produce follow-up audit reports and corrective action plans, as needed.Include in audits, at minimum: duplicate membership management, adding affiliated/other youth served, irregularities in member demographics, scan in/out practices, and report card grade data.Prepare data reports to verify whether collected data is correct and provide guidance to Club staff to correct discrepancies. Project and platform leadershipPlan and manage Salesforce and CRM projects from inception through completion, meeting scope, timeline, and budget objectives.Coordinate project activities, facilitate meetings and trainings, and ensure progress tracking, accountability, and timely follow-up.Communicate proactively with supervisors, leadership, and Club teams regarding project goals, updates, and outcomes.Utilize data-driven insights to measure progress, reduce risk, and strengthen system adoption across the organization. Leadership, coaching, and governanceServe as the organizational owner of the Salesforce membership platform, aligning enhancements with BGCCF business needs and strategic priorities.Lead platform governance, define stakeholder engagement models, and prioritize enhancements based on value, feasibility, and impact.Build and maintain a technology roadmap to align emerging capabilities with long-term operational goals.Provide guidance and thought leadership to staff and senior management on CRM strategy and technical solutions.Mentor and train team members, participate in interviewing and onboarding, and promote a culture of continuous learning and improvement.Implement streamlined processes and change management practices to improve efficiency and adoption.Execute special projects and other duties as assigned. QUALIFICATION REQUIREMENTS: (Knowledge, Education, Experience & Skills) Education:Bachelor’s degree in information systems, data analytics, business administration, nonprofit management, or related field preferred; or a combination of education and experience in database/CRM management in a similar non-profit organization. Experience:Extensive experience working with a membership database is required; hands-on experience with Salesforce is required, including administering user accounts, security, configuration, and reporting.Minimum of three years administering Salesforce or a comparable CRM platform, with demonstrated success managing data integrity, workflows, and integrations.Experience creating and updating dashboards and reports, including analysis and presentation of findings for leadership and program teams.Experience working in a multi-site youth-serving, education, or nonprofit organization strongly preferred.Not required, but helpful: hands-on experience with tools such as Power Platform, Power Automate, or Power Apps. Skills: Strong understanding of relational data models, CRM architecture, and how membership, program, and financial data connect across systems.Excellent analytical, problem-solving, and documentation skills, with a solution-oriented mindset.Must possess excellent judgment and strong oral/written communication skills for extensive interaction with youth development professionals, clients, vendors, and member families.Ability to work independently with minimal supervision, manage multiple priorities, and meet deadlines in a fast-paced environment.Ability to collaborate effectively with cross-functional staff and member families to achieve results and drive adoption of CRM and data practices.Strong customer service skills, with a focus on supporting end users and providing clear, patient guidance to staff and parents/guardians.Strict attention to detail and strong organizational skills, including maintaining accurate records, documentation, and SOPs.Proficiency in Microsoft Office applications (Outlook, Word, Excel, and PowerPoint), with particular strength in Excel for data analysis and reporting.Comfort supporting users at all levels of the organization, from frontline Club staff to senior leadership, including facilitating trainings and coaching.Valid driver's license, good driving record, with appropriate insurance coverage. KEY ROLE COMPETENCIES: Ensures AccountabilityTakes ownership of membership data integrity, system performance, and reporting accuracy, consistently meeting organizational standards and deadlines.Holds self and key stakeholders accountable for accurate data entry, timely issue resolution, and adherence to data governance and privacy policies. Optimizes Work ProcessesDesigns, refines, and documents efficient workflows for membership intake, registration, attendance tracking, and reporting within Salesforce (My Club Hub).Continuously identifies opportunities to streamline processes, automate routine tasks, and improve user experience for Club staff and member families. Tech SavvyEffectively leverages Salesforce and related technologies to configure objects, fields, automations, and integrations that support business needs.Stays current on platform capabilities and best practices, translating emerging functionality into practical, scalable solutions for BGCCF. CollaboratesBuilds strong partnerships with Operations, Finance, HR, IT, Resource Development, and Club staff to align CRM configuration and data use with shared goals.Fosters open communication and joint problem-solving with internal stakeholders and external vendors to ensure system reliability and continuous improvement. ADDITIONAL ACCOUNTABILITIES Supervisory ResponsibilitiesNo direct reportsTrain, onboard, support, and mentor indirect report staff. ENVIRONMENTAL AND WORKING CONDITIONS:The position requires working in both indoor and outdoor environments of an office or club setting, which may involve exposure to varying weather conditions.Ability to read and interpret documents such as safety rules, operating instructions, and policy manuals.Required to operate a motor vehicle.Work in environments frequented by children and families, requiring adherence to safety and conduct standards that ensure a child-friendly and family-oriented atmosphere.This role will have a standard and predictable full-time work schedule. However, all management staff must be adaptable to a dynamic work schedule, including evenings to support club activities and events. PHYSICAL AND MENTAL REQUIREMENTS:Physically capable of performing programming activities and club duties on-site, including lifting up to 30 pounds, standing, sitting, or walking for extended periods, bending, reaching, and grasping.Operates a computer and other office productivity equipment such as a copy machine, phone, printer, and tablet frequently. Requires the ability to work on a computer for extended periods (8+ hours), including performing tasks that involve repetitive motion, visual focus, and fine motor skillsVisual and auditory acuity to monitor the environment and ensure safety standards are maintained.Mental resilience and the ability to stay focused and effective in a busy, sometimes noisy environment.Capacity to handle multiple tasks simultaneously and prioritize effectively.Strong interpersonal skills to interact positively with children, family members, and other staff.Exposure to outdoor weather conditions (occasionally). Pre-Employment and Ongoing Compliance Requirements:Candidates must successfully pass a pre-employment drug screening.Continued employment is contingent upon passing randomized drug screenings as part of our commitment to maintaining a drug-free work environment.Continued employment is also contingent on the Florida State Department of Children and Families' employment designation of "eligible for employment" as a state-licensed youth-serving organization. Disclaimer: The information presented in this job description is intended to illustrate the nature and level of work expected of employees in this classification. It is not a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. Job responsibilities and requirements are subject to change based on the direction of the organization & CEO. Notice to Applicants: Please note: Submission of an application does not create an obligation for BGCCF to provide individual status updates. Our hiring managers carefully review all applications received, and only candidates selected to move forward will be contacted regarding next steps. Due to the high volume of applications, BGCCF is unable to respond to emails or calls requesting updates on application status. Applicants who repeatedly contact BGCCF HR or BGCCF staff to request status updates, or who email staff members with whom they do not have an existing professional relationship solely to announce that they have applied, may be r