Membership Database Manager

Job Description

Job Description:\n\n TITLE: Membership Database Manager DEPARTMENT: Operations REPORTS TO: Vice President, Club Operations FLSA Status: Exempt WORKER CATEGORY: Full-Time EMPLOYMENT FUNCTION: Support LOCATION: Syd & Marianne Levy Service Center ADDRESS: 101 E Colonial Drive, Orlando, FL 32801 POSITION SUMMARY: The Membership Database Manager is responsible for the administration, accuracy, integrity, and effective utilization of Boys & Girls Clubs of Central Florida's membership management system, MyClubHub (MCH), built on Salesforce. This position serves as the organization's primary resource for membership, attendance, program participation, and operational data, ensuring information is reliable, actionable, and aligned with organizational standards. The Membership Database Manager provides system administration, reporting, training, troubleshooting, and data quality oversight while partnering with Operations, Finance, and Boys & Girls Clubs of America (BGCA) to support efficient business processes and informed decision-making. The position develops and maintains data standards, monitors compliance with organizational procedures, identifies opportunities for system and process improvements, and provides recommendations that strengthen operational effectiveness across all Club locations. SUCCESS PROFILE: The Membership Database Manager exercises independent judgment in evaluating data integrity, system utilization, reporting needs, and operational processes, serving as a key contributor to organizational accountability, continuous improvement, and data-informed decision-making. KEY RESPONSIBILITIES: Membership System AdministrationServe as the primary Operations Department administrator for MyClubHub, ensuring the system is configured and maintained to support organizational needs. Manage membership setup, program creation, fee structures, user accounts, permissions, and system. Partners with Boys & Girls Clubs of America to troubleshoot issues, implement enhancements, and support new system functionality. Test and implement system updates, templates, and features to improve organizational efficiency and effectiveness. Maintain system documentation, user guides, and administrative procedures. Monitor system performance and identify opportunities to improve functionality and user experience.Communicates status updates clearly and consistently until resolution is complete. Ensures all stakeholders are informed of outcomes, changes, and next steps. System Governance & Continuous ImprovementEstablish and maintain organizational standards, procedures, and best practices related to membership, attendance, and program data collection and management. Evaluate system utilization and operational workflows to identify opportunities for improved efficiency, data accuracy, reporting effectiveness, and user experience. Develop recommendations for system enhancements, process improvements, and operational efficiencies based on organizational needs and data trends. Collaborate with Boys & Girls Clubs of America regarding system capabilities, enhancements, updates, and issue resolution. Monitor organizational use of MyClubHub and recommend strategies to improve adoption, compliance, and effectiveness. Develop and maintain standard operating procedures and resources that support consistent implementation of membership management processes throughout the organization. Leads change management efforts to drive adoption of system updates, processes, and best practicesIdentifies resistance points and implements strategies to increase user adoption and complianceMaintain strong relationships with all support members, both external and internal leaders. Data Quality, Compliance & AuditingDevelop and maintain procedures that promote accurate, complete, and consistent data collection across all Club locations. Conduct routine audits of membership, attendance, demographic, and program participation data to ensure compliance with organizational standards. Identify data discrepancies, trends, recurring issues, and areas of non-compliance and determine appropriate corrective actions. Monitor implementation of corrective actions and provide guidance, coaching, and follow-up support to improve data quality and compliance. Analyze audit findings and prepare reports summarizing trends, concerns, and recommendations for operational leadership. Serve as a resource to Club staff regarding data management expectations, procedures, and quality standards. Support organizational efforts to maintain accurate records and compliance with applicable privacy and data management requirements. Represent the Service Center Office with professionalism in interactions with partners, Clubs, National office, and leaders. Maintain strict confidentiality regarding sensitive organizational information. Reporting, Dashboards & Decision SupportCreate, maintain, and distribute recurring and ad hoc reports related to membership, attendance, participation, outcomes, and operational performance. Develop and maintain dashboards that support organizational planning, monitoring, and decision-making. Provide accurate programmatic and membership data to support grant reporting, organizational reporting, and strategic initiatives. Analyze data trends, identify anomalies, and highlight areas requiring operational attention or improvement. Prepare summaries, findings, and recommendations that assist leadership in evaluating performance and making informed decisions. Partner with operational leaders to improve understanding and utilization of data and reporting tools. Support data requests from organizational departments, leadership, and external stakeholders. Meets defined service level expectations for support requests, issue resolution, and reporting delivery.Tracks and reports on support response times, issue resolution, and user satisfaction trends.Identifies potential operational, financial, and compliance risks within data and system usage.Implement preventative controls to mitigate identified risks.Track key initiatives, deadlines, and deliverables, ensuring follow‑up and accountability across teams.Independently resolves conflicts and logistical challenges.Support cross‑functional initiatives, special projects, leadership meetings, and executive retreats.Identify opportunities to streamline processes and enhance efficiency across the organizationAdopt and utilize existing and emerging technology such as AI to more effectively manage workload. Training, Technical Support & User DevelopmentServe as the primary point of contact for Club staff regarding MyClubHub functionality, troubleshooting, and system support. Develop and implement training plans, resources, and support strategies that promote effective system utilization and data quality. Design and facilitate onboarding and ongoing training sessions for staff at all levels of the organization. Create and maintain job aids, reference materials, and standard operating procedures to support consistent use of the system. Assess training needs based on audit findings, user feedback, and operational trends and implement targeted support strategies. Provide seasonal support to families related to enrollment, registration, payment processing, and parent portal functionality as needed. Owns the end-to-end user experience for all system stakeholders (staff, families, leadership).Ensures the system experience is intuitive, efficient, and minimizes friction.Balances technical accuracy with ease of use for non-technical users.Provide backup support for phones, mail processing, and general administrative functions when needed. Membership Finance AdministrationMaintain membership fee structures, payment settings, and account configurations within MyClubHub. Partner with the Finance Department to support accurate membership billing, payment processing, revenue tracking, and account management. Investigate and resolve discrepancies, payment issues, and membership-related financial concerns. Support reconciliation processes between MyClubHub records and financial reporting systems. Monitor trends related to membership fees, payment activity, and account balances and recommend process improvements when appropriate. Communicate system changes and updates affecting membership billing and account management processes. Collaboration & Organizational SupportCollaborate with Operations, Finance, Advancement, Marketing, Human Resources, and other departments to support organizational initiatives and reporting needs. Build effective working relationships with Club staff and organizational leaders to ensure consistent implementation of membership and data management practices. Participate in meetings, projects, and organizational initiatives related to membership management, reporting, and operational effectiveness. Complete special projects and other duties as assigned. Proactively identifies user needs, operational risks, and data gaps before they become issues.Anticipates reporting needs and prepares insights ahead of leadership demand.Acts as a strategic partner by surfacing trends and recommending actions, not just providing data. Leads Self and Teams with Accountability: Lead or support special projects, research, and cross‑functional initiatives as assigned by the CEO.Coordinate high‑impact events, executive meetings, and leadership retreats.Identify opportunities to streamline processes and enhance the efficiency of the CEO’s office. Demonstrates a sense of urgency and responsiveness in resolving system, data, and user issues.Maintains rapid follow-up and communication until issues are fully resolved.Consistently meets or exceeds turnaround expectations for requests, reporting, and issue resolution. Ethical Practice: Instills Trust: Acts with integrity and transparency, ensuring that ethical practices are upheld with all donors, financial, and business operations. QUALIFICATION REQUIREMENTS Bachelor’s degree in business administration, Information Systems, Data Analytics, Nonprofit Management, or a related field preferred.Equivalent combinations of education, training, and relevant experience may be considered.Minimum of three years of experience administering a database, CRM, student information system, membership management platform, or similar business application. Experience creating reports, dashboards, and data visualizations to support operational decision-making. Experience developing procedures, conducting audits, and implementing quality control processes. Experience training end users and supporting adoption of technology systems. Experience working collaboratively across multiple departments and locations preferred. Experience with Salesforce-based systems preferred. Experience working in a nonprofit, education, youth development, or multi-site organization preferred. Strong understanding of database management, reporting, and data quality practices. Strong analytical and problem-solving skills with the ability to identify trends, issues, and opportunities for improvement. Ability to exercise sound judgment and make recommendations based on available information and organizational needs. Exceptional written and verbal communication skills, including proposal development, presentation skills, and ability to adapt style to different audiencesExperience collaborating across departments (e.g., programs, finance, marketing, operations) to align partnership and strategies with organizational priorities. Strong judgment, emotional intelligence, and ability to navigate sensitive situations.Proven ability to manage multiple priorities, anticipate needs, and operate calmly under pressure.Mission‑driven mindset and commitment to advancing youth development and community impact. High level of strategic thinking with strong project management skills, including planning, prioritizing, problem-solving, and meeting deadlines in a fast-paced environment.High Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams, SharePoint) and CRM systems (Salesforce or similar) required; experience with event and marketing platforms preferred.Ability to manage prioritizing and meeting deadlines to produce quality results under pressure. Executes projects with acute attention to detail and follow-through. Valid Florida driver's license and acceptable driving record. KEY ROLE COMPETENCIES: Ensures AccountabilityEstablishes and maintains high standards for data accuracy, reporting integrity, and system utilization. Identifies issues, determines appropriate corrective actions, and follows through to resolution. Promotes organizational accountability by monitoring compliance with established procedures and data management standards. Optimized Work ProcessesContinuously evaluates systems and procedures to improve efficiency, consistency, and effectiveness. Identifies opportunities to streamline workflows and enhance user experience. Ensures accuracy and thoroughness in communications and administrative processes Technologically SoundEffectively, leverages technology to support organizational goals and operational needs. Learn and apply new technologies, features, and tools to improve performance and service delivery. CollaboratesBuild strong partnerships across departments and Club locations to achieve organizational objectives. Works effectively with internal and external stakeholders to solve problems and implement solutions. Adapts to changes in the work environment, including working with diverse individuals or groups. Modifies approaches to fit the situation & remains flexible and composed when facing change. Customer FocusProvides responsive, professional, and solution-oriented support to staff and families. Anticipates needs and seeks opportunities to improve service and user satisfaction. Build trust and communicate effectively with diverse stakeholders. Results‑Driven Works autonomously, prioritizes effectively, and delivers high‑quality outcomes to optimize organization performance. ENVIRONMENTAL AND WORKING CONDITIONS: Professional office environment with occasional visits to Club sites, corporate offices, and event venues.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.Must be adaptable to a dynamic work schedule, including evenings to support club activities and events.Ability to lift 30 pounds and perform tasks requiring extended periods of sitting, standing, or walking.Operates standard office equipment and must maintain visual and auditory acuity. PHYSICAL AND MENTAL REQUIREMENTS: Phy