Membership and Guest Experience Manager

CLASSIFICATION: Full-time, Exempt
REPORTS TO: Director of Programs
LAST UPDATED: July 22, 2026

MISSION
VINE is redefining aging and promoting the wellbeing of aging adults through programming, services, and
community engagement.

VALUES
At VINE, our culture fosters committed, compassionate, and curious people. We respect and engage aging
adults at every life stage, promoting wellbeing and belonging with dedication to kindness, honesty,
accountability, and quality service.

POSITION SUMMARY
Under the supervision of VINE’s Director of Programs, the Membership and Guest Experience Manager
cultivates a positive front desk environment to provide exceptional customer service to members, guests,
renters, and employees at the VINE Adult Community Center (VACC). This role is highly interactive with our
membership group - overseeing membership activities and prospective member events. Serve as the
primary point of contact for all building and membership issues and inquiries.

ESSENTIAL FUNCTIONS

Team Leadership & Development

1. Direct daily operations for both front desk and janitorial staff to ensure alignment with VACC
strategic plans and departmental goals.

2. Mentor front desk and janitorial personnel through regular coaching to support individual career
growth.

3. Set clear performance expectations, development plans, and continuous learning opportunities for
staff.

4. Oversee workload distribution, performance tracking, and resource allocation across all supervised
teams.

5. Cultivate a collaborative, inclusive, and highly motivated environment that emphasizes excellent
customer service.

Membership Management

1. Manage all administration and operational aspects of VACC membership including onboarding of
new members, upgrades/downgrades, reinstatements, and terminations.

2. Maintain member files in SchedulesPlus and paper files securely with proper disposal.
3. Create and present membership fee structure proposals periodically and update the database

accordingly.
4. Maintain the database of insurance benefit programs, monthly reporting, and class attendance

incentives to positively impact insurance reimbursements, and communicate changes.
5. Respond in a timely fashion (less than 1-2 business days) to all membership and member event

inquiries.
6. Maintain a high level of visibility and accessibility to the membership. Coordinate promotion,

advertisement, and marketing of VACC’s social events and facility capabilities.
7. Develop membership/prospective member outcome measurements and provide updates.

421 East Hickory Street Mankato, MN 56001 vinevolunteers.org (507) 387-1666

Membership Recruitment, Engagement & Retention
1. Hold annual prospective member functions. Manage member referral program, encouraging active

members to make personal referrals.
2. Organize tours for prospective members and fulfillment of application requirements including

insurance compatibility searches and ACH setup.
3. Conduct orientation program for new members to ensure awareness and understanding of member

benefits and services and to obtain ideas for new offerings.
4. Develop and manage Member Ambassador Program to include Ambassador pairing and

introduction. Follow-up on each pairing monthly to ensure commitment is fulfilled and new
members’ requests are met.

5. Working closely with the Program and Event Coordinator, expand member engagement
opportunities through the development of special interest groups and communications.

6. In coordination with the Director of Programs, address member complaints, monitor member
retention issues and report to Leaders Group with proactive solutions.

7. Continually identify opportunities for creative ways to meet member needs and satisfaction with
varied activities/amenities that are appealing to all members.

8. Assist the Director of Programs with the coordination of the annual member satisfaction survey to
benchmark member activity, events, and amenity satisfaction. Proactively implement changes
based on feedback.

Membership Strategy

1. Regularly research trends relating to dues structures, membership categories, and membership
strategy. Make proposals and create modeling based on the research.

2. Partner with Director of Programs to develop annual membership goals, strategic membership
recruitment and retention plan.

3. Develop short and long-term member retention strategies based on clear member insight to drive
down turnover and have former members return (when applicable).

4. Provide oversight and accuracy of all membership reporting and analyses, forecasting, monthly and
annual membership reports.

5. Partner with Marketing and Communications Manager to formulate and implement strategic
marketing communication strategies to support the ongoing membership recruitment and retention
plan. This includes tracking, analysis and reporting to the CEO, Leaders Group, and Board of
Directors.

6. Work closely with Marketing and Communications Manager on content of all digital, social media,
print and web marketing collateral to advertise VINE’s new and existing amenities across all media.

7. Develop, maintain, and audit promotional content in prospective member folders for prospective
tours and events.

8. Work closely with Director of Programs to develop and adhere to the department's annual budget.



Other Essential Functions

1. Serve as the building point of contact for members, tenants, guests, pool volunteers, and staff to
coordinate appropriate response in times of need.

2. Support development and fundraising initiatives as needed.
3. Perform other duties as assigned.

421 East Hickory Street Mankato, MN 56001 vinevolunteers.org (507) 387-1666

COMPETENCY – KNOWLEDGE, SKILLS, AND ABILITIES
Relationship Building & People Management

• Establish and maintain key relationships with members, board members, staff, vendors, tenants,

Professionalism & Communication
• Demonstrate a professional, caring attitude in all interactions with members, donors, providers,

staff, board members, and contractors, both in correspondence and in person.
Leadership & Problem Solving

• Exhibit strong leadership and organizational skills with attention to detail.
• Recognize concerns, analyze issues, and develop recommended solutions.

Teamwork & Adaptability
• Focus on team dynamics and be willing to adapt to the evolving needs of the VINE organization.

Background & Compliance
• Able to pass a criminal background check.

EDUCATION AND EXPERIENCE
High School diploma or equivalent required. Bachelor’s degree in business administration, recreation and
parks leadership studies, or non-profit management preferred. An associate degree in business
management will be considered. 2-3 years of supervisory and customer service experience preferred.

ADDITIONAL ELIGIBILITY QUALIFICATIONS
CPR/First Aid certification and other safety training is required and offered through VINE.

POSITION TYPE
Full-time, benefits eligible. Typical workweek is Monday through Friday, 8:00 am to 5:00 pm with an hour
unpaid lunch break and two 15-minute paid breaks. Occasional early morning, evening, or weekend hours
may be required.

BENEFITS
Full-time employees are eligible for the following options (these details are for informational purposes, they
are subject to any policy or plan changes, and some options are prorated based on hours of work): health
insurance coverage, life insurance, 401(k) plan, health savings account, Paid Time Off (PTO) and Extended
Leave, and ten company-paid holidays (seven observed holidays and three floating holidays).

SUPERVISORY RESPONSIBILITIES
This position supervises front desk staff positions, janitorial staff, and some building related volunteer
activities. This position works in close collaboration with the Program and Event Coordinator.

WORK ENVIRONMENT
This position is located in a climate-controlled office setting with normal business-level noise and lighting.

PHYSICAL DEMANDS
The position includes long periods of sitting with some standing, lifting, bending, and walking. Repetitive
manipulating with both hands in keyboarding. Frequent contact with the public.

421 East Hickory Street Mankato, MN 56001 vinevolunteers.org (507) 387-1666

TRAVEL
This position does not require travel other than locally for occasional business errands. Must possess a valid
MN Driver's license and have use of a personal automobile.

EQUAL OPPORTUNITY EMPLOYMENT
VINE is an equal opportunity employer and does not unlawfully discriminate against employees or
applicants for employment on the basis of an individual’s race (including traits that may be associated with
race including hair texture and style), color, religion, creed, sexual orientation, gender identity or expression,
national origin, age, disability, marital status, veteran status, or any other status protected by applicable
law. This policy applies to all terms, conditions, and privileges of employment, including recruitment, hiring,
placement, compensation, promotion, discipline, and termination.

SIGNATURES
Please note this is not designed to cover or contain a comprehensive listing of activities,
duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities
may change at any time with or without notice.