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Boys & Girls Clubs of Central Florida · 4 days ago

Membership Database Manager

Orlando, FL

Full-time

Onsite

Mid, Senior Level

3+ years exp

Boys & Girls Clubs of Central Florida is seeking a Membership Database Manager who will be responsible for the performance, integrity, and security of the organization's membership and program database built on Salesforce. The role involves overseeing database management, providing technical assistance, and producing reports to support decision-making for senior management and key stakeholders.

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Responsibilities

Maintain 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

Serve 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

Collaborate 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

Partner 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

Serve 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

Create 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

Plan 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

Serve 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

SalesforceDatabase managementData analysisCRM administrationData governanceCustomer serviceTraining developmentMicrosoft OfficeProblem-solvingCommunicationOrganizational skillsTeam collaborationAttention to detail

Required

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

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

Preferred

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 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