Hiring Range: $43,650 - $46,350 per year
Member Support Manager
Department: Member Support
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Classification: Exempt
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Reports to: Director of Member Support
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Mission: Girl Scouting builds girls of courage, confidence, and character who make the world a better place.
Purpose: The Member Support Manager will showcase a daily priority on servant leadership and diversity, equity and inclusion. This position plays a critical role in delivering seamless, high-quality experiences for Girl Scouts, volunteers, and families across the council. This role serves as a key connector between customer engagement operations and volunteer experience, ensuring consistent, proactive, and solution-oriented support across all member touchpoints.
This position is responsible for overseeing the full member lifecycle post-recruitment, including effective new leader onboarding, ongoing support, and overall member retention and engagement. The Member Support Manager blends frontline service leadership, relationship management, and operational execution to ensure members and volunteers are supported from their first interaction through long-term engagement.
A day in the life… (Essential functions)
Member Lifecycle, Retention & Engagement
- Support and execute strategies that drive member and volunteer satisfaction and retention in every interaction, while serving as a subject matter expert on the member journey to ensure consistently high-quality experiences.
- Ensure a seamless transition from recruitment to active participation by effectively onboarding new leaders and members, while providing the guidance, resources, and training that all volunteers need for successful program delivery.
- Provide proactive outreach and ongoing engagement to new and returning leaders to build confidence, connection, and long-term success.
- Monitor member and volunteer trends, identifying opportunities to improve retention and satisfaction.
- Partner with leadership to implement strategies that enhance the overall member experience.
- Serve as a primary point of contact for member and volunteer inquiries across phone, CRM-based email, and in-person interactions, ensuring friendly, timely, accurate, and solutions-oriented resolution.
- Utilize strong interpersonal and conflict management skills to effectively engage with members and volunteers, de-escalate concerns, and drive timely, constructive resolutions that strengthen relationships and overall member experience.
- Maintain expertise in council programs, policies, systems, and resources to provide effective support.
- Foster a welcoming, inclusive, and consistent member experience aligned with council values.
- Build and maintain strong relationships with troop leaders, volunteers, and families through proactive communication and ongoing support.
- Support daily operations, including call queue participation, case management, and retail coverage.
- Ensure accurate case documentation and leverage CRM and knowledge management tools to drive consistency and efficiency.
- Support council operations by ensuring a welcoming, efficient, and member-focused environment.
Program & Organizational Support
- Participate in cross-functional initiatives to ensure alignment with council goals.
- Assist with service unit engagement, including occasional in-person or virtual support.
- Support council-wide initiatives, including membership growth, product programs, and program participation.
- Promote and support council wide programs, events, and philanthropy initiatives.
- Support incoming and outgoing mail and deliveries.
Retail Operations (Role-Dependent Responsibility)
Some Member Support Managers may have ownership of retail operations within one of our locations.
- Oversee brick-and-mortar retail operations, ensuring an engaging and customer-focused experience.
- Manage daily sales activities, including point-of-sale transactions, cash handling, and reconciliation.
- Monitor and maintain inventory levels, merchandising standards, and seasonal product displays.
- Analyze sales trends and partner with leadership to maximize revenue opportunities and product performance.
- Ensure operational consistency with council retail standards, policies, and procedures.
- Support annual inventory processes and ongoing inventory management.
- Create a welcoming retail environment that enhances the overall member experience and supports council programs.
- Manage equipment check-out process and tracking.
The fine print… (Qualifications)
- Ability to manage high phone volume (up to 75% seasonally) with clear, professional communication.
- Strong customer service orientation, with excellent written, verbal, and interpersonal communication skills, along with significant organization, time management, and attention to detail.
- Strong supporter of Girl Scouts of Greater Iowa's desired culture.
- Proficiency with technology, including Microsoft Office, CRM systems, point-of-sale, and inventory management tools.
- Business and shop hours vary seasonally; including minimal extended hours during the week, weekend hours, and select Saturday openings. Individual staff schedule, including hybrid work opportunities, to be determined by needs of the business and subject to change.
- Adaptable to changing priorities, direction, and business needs.
- Bachelor’s degree or equivalent experience required.
- Must uphold and support Girl Scouts of Greater Iowa’s commitment to diversity, equity, and inclusion as outlined in our Employee Handbook.
- Must maintain annual or lifetime membership in Girl Scouts at all times.
- Must possess a valid driver’s license and liability insurance.
- Every three years, successful completion of a criminal background check and driving check.
- Flexibility is key. We’ll need you to work weekends and evenings as needed.
Your Surroundings
- Generally, climate-controlled office conditions.
- Role may involve outdoor work in varying weather conditions and exposure to moderate to high noise levels depending on duties.
- Minimal (< 10%) travel within the council for member engagement, staff meetings, and special events.
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