Essential Function

The Membership & Events Manager oversees Welcome Desk operations, conference and event coordination, and food service procurement and distribution within the Kroc Center. They also manage internal and external communications and collaborate closely with the Business & Facilities Director and the Community Resource Development Director.

Duties and Responsibilities

The duties listed below are the primary duties of this position but are not all the required duties. The Salvation Army reserves the right to change, reduce, or expand the duties of this position at any time. Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this role.

Leadership & Supervision

• Provide leadership and management for assigned departments.
• Support the professional development of departmental employees.
• Foster a culture of collaboration and cooperation among staff, Officers, and members.
• Plan and implement operation goals for the Welcome Desk, Conferencing & Events, and Facilities in alignment with the Kroc Center’s strategic plan.
• Demonstrate consistently exemplary customer service interactions and hold staff accountable to maintaining the same high customer service standards, professionalism, and engagement.
• Organize and train staff to deliver impactful customer service to increase membership and program participation.
• Recruit, hire, and train staff.
• Conduct annual performance reviews for direct reports.
• Provide staff training on operational fundamentals.
• Manage staff performance to meet and exceed expectations.
• Identify high-potential staff and create development plans to support hospitality objectives.
• Periodically review and ensure staff operate CRM systems properly and accurately.

Member Services

• Manage office equipment vendor relationships and make recommendations as needed.
• Manage the customer database and registration process, including onsite registrations, to ensure accurate registration data, fee collections, and counts for specific events.
• Administer the events database to avoid scheduling overlap or exceeding the facility’s capacity limits.
• Maintain proficiency in Kroc media systems, including phone, music, and audio-visual equipment.
• Identify customers, clients, and members who may be recommended as scholarship candidates and support the scholarship application process.
• Enforce and maintain a high level of cleanliness and organization at the Welcome Desk and in related areas of Town Plaza.
• Take ownership of member and facility issues by either handling simple issues promptly or notifying the appropriate department head, staff, or manager to resolve the issue.
• Coordinate and supervise rental and event activities with proper staffing and follow-up maintenance.

Communications & Promotions

• Help maintain and update The Salvation Army Camden Kroc websites and social media platforms.
• Develop and implement strategic business relationship-building programs with the CRD and BF directors.
• Coordinate the production and distribution of communications materials to support relationship strategies.
• Collaborate with the Kroc leadership team to design and execute sales strategies.
• Propose seasonal packages and pricing options throughout the year.
• Participate in various communication projects with the CRD department.
• Develop a communications strategy for disseminating pertinent information to current and potential members.
• Represent The Salvation Army Camden Kroc Center in professional organizations and establish linkages with relevant resources and agencies.

Administration & Accounting

• Work with the Accounting department to:
• Invoice nonpaying exhibitors, attendees, or sponsors.
• Invoice clients for TSA support services utilized onsite.
• Ensure revenue and expenses are kept within established boundaries.
• Review financial information for accuracy, such as invoices for services and materials, facility and subcontractor invoices, and assist in preparing the final financial tracking and processing.
• Ensure walk-ins and payments received at events on-site are recorded in appropriate databases and forwarded to the business department for financial tracking and processing.
• Attend and participate in staff and leadership meetings.
• Other duties within the scope of the role as assigned by supervisors.

Requirements

• Bachelor’s degree in Business Management or at least five (5) years of experience in hospitality management.
• Ability to maintain confidentiality and use discretion when sharing information.
• Valid driver’s license and willingness to travel within New Jersey.
• Must understand and support The Salvation Army’s mission as a church and a social services organization.

Desired Qualifications

• Excellent written and verbal communication skills; bilingual English/Spanish a plus.
• Proficiency in Office 365 (Excel, Word, Outlook, Teams, PowerPoint) and Adobe Acrobat and adapting to specialized software.
• Strong organizational, problem-solving, and multitasking abilities.
• Proven sensitivity to diverse cultural perspectives and populations.
• Service-oriented, with the ability to work independently in a fast-paced environment.