Member Engagement Manager at Foodlink Inc

City of Rochester, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Apr, 26

Salary

70000.0

Posted On

13 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, People Management, Training, Communication, Organizational Skills, Problem Solving, Attention to Detail, Compliance Oversight, Relationship Building, Data Analysis, Team Leadership, Grant Management, Microsoft Office, Cultural Competence, Food Insecurity Knowledge, Non-Profit Experience

Industry

Non-profit Organizations

Description

Description Our Mission Our mission is to leverage the power of food to end hunger and build healthier communities. Our Vision We believe that the fight against hunger and the fight against poverty are one and the same. We envision a future in which food is recognized as a human right and every person is able to feed themselves and their families in dignity. Together, we work to create a more nourished, prosperous region. The Foodlink Way Act With Compassion Take Responsibility Be a Team Player Listen, Learn, Adapt Job Title: Member Engagement Manager Department: Food Bank Reports to: Director of Food Bank Programs & Compliance Status: Full-time, Salary, Exempt Job Level: (7), People Leadership Roles Updated: January 2026 BACKGROUND Foodlink sources, stores and distributes more than 20 million pounds of food annually to a network of partners comprised of food pantries, meal programs, emergency shelters and other non-profits throughout ten counties. The Member Services team maintains relationships with our 400 partners. The team members are responsible for providing exemplary customer service, partner trainings and resources, capacity-building assistance and compliance oversight. SUMMARY The Member Engagement Manager (MEM) oversees all aspects of the Foodlink member agency network, maximizing partner relationships and resources, while ensuring compliance with required standards. The MEM supervises several team members who are tasked with providing excellent customer service to member agencies and ensuring effective and strategic distribution of programs, services, and resources. KEY RESPONSIBILITIES People Management: Empower and train staff to work effectively with member agencies and ensure the team lives out The Foodlink Way in their customer service interactions. Manage Member Services staff, including personnel responsible for customer service, member relations, new member applications and onboarding, and order processing. Management includes administrative support (goal settings, performance appraisals, approving timecards, weekly check-ins, etc.), in addition to building a culture of excellence by focusing on Foodlink’s core values. Invest in the development and growth of team members, providing oversight of the allocation of professional development dollars. Supporting our Member Network: Provide exemplary customer service for Foodlink’s network of member agencies by providing oversight and accountability for issue resolution to ensure timely responses and serving as point of contact for escalated issues Develop and support relationships with members to maintain and expand network capacity, capability, and reach. Serve as liaison between member agencies and Foodlink operations for order fulfillment and distribution, including providing oversight of annual holiday order program. Develop and oversee the execution of a comprehensive external communication plan to educate, train, and inform member agencies and strengthen network relationships. Responsible for oversight of the New Member Onboarding process, providing membership recommendations to Director and Foodlink senior leadership, and ensuring timely processing of applications and accurate account setup. Oversee site monitoring and member compliance with federal, state, and Feeding America standards. Ensure that all grant dollars allocated to Member Services and members are spent appropriately and within federal and state guidelines and regulations. Maintain oversight of member grant lines of credit to ensure timely spending, as well member account balances to ensure timely payment. In consultation with Finance team, oversee follow-up with members regarding overdue payments. Develop and maintain a Member Services dashboard that will facilitate effective partnerships and evaluation of our agency network using agency surveys, internal data reports and other metrics. Working with the Member Services and Marketing teams, plan and execute the Foodlink Annual Member Conference that brings together partner agencies for training, development, and relationship-building. In collaboration with Director of Food Bank Programs & Compliance, lead the Agency Advisory Council (AAC) and plan quarterly meetings with representatives from partner agencies. Works closely with Director of Food Bank Programs & Compliance to achieve departmental goals and meet the needs of members. This will include departmental projects and tasks not specified in this job description. Requirements QUALIFICATIONS Bachelor’s degree and three years of relevant customer service experience or equivalent combination of education and experience is required. Previous experience leading, supervising, and developing people is required. Previous non-profit experience is preferred. Experience with non-profit organizations in Foodlink’s 10-county service area is a plus. Knowledge of and/or experience with the issue of food insecurity and related issues (e.g., housing insecurity, poverty, etc.) is preferred. Able to write reports and business correspondence and to effectively present information and respond to questions from managers, agencies, and the general public. Advanced computer proficiency, including use of Microsoft operating system, internet, and Microsoft Office365 suite (Outlook, Word, Excel, Teams, Sharepoint, OneDrive). Ability and willingness to learn, navigate and implement various software programs, processes, and systems. Exceptional organizational skills, a strong attention to detail, and the ability to solve practical problems under time constraints and within established deadlines. Ability to communicate clearly, effectively, and with cultural competence (speak, read, and write proficiently) in English is required, including in-person, over the phone, and by email. Ability and willingness to drive throughout Foodlink’s 10-county service area. We are actively seeing a diverse pool of candidates for this position and strongly encourage applications from candidates of color. SALARY AND BENEFITS This is a full-time position paid on a salary basis, range starting at $62,642 to $70,000/annually based on experience. Foodlink covers 100% of individual health and dental insurance with the ability to acquire family coverage with pretax dollars. In addition to generous paid time off (PTO), we observe 14 paid holidays throughout the year. Opportunity to contribute to a 401k retirement savings plan upon hire. Eligible for generous employer match after 1 year of service. Certain positions, depending on their responsibilities and at the approval of Human Resources, are eligible for a personal cell phone usage stipend. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand and talk and hear. The employee is frequently required to use hands to handle or feel items such as documents. The employee is frequently required to stand and walk for long periods of time. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus. Able to lift bulk objects or objects weighing up to 50 pounds. Work Environment The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet Note: The above description is illustrative of tasks and responsibilities. It is not meant to be all- inclusive. Employees will follow other instructions and perform other related duties as required. Diversity, Equity, & Inclusion Foodlink is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. At Foodlink we believe that anti-hunger work is only possible with a commitment to removing barriers caused by systems of oppression that perpetuate hunger and poverty. We recognize that systematic injustice and bias disproportionately impact some identities more than others. Foodlink is actively working to center equity- the fair treatment of all people- in everything that we do so that everyone in our region has access to nourishing food that reflects and values cultural differences. Foodlink is committed to listening and supporting solutions to hunger that are sourced from people and communities with lived/living experience of hunger and poverty, and to responding where inequities exist. Foodlink is committed to taking great care to cultivate internal culture and practices that support diversity and inclusion. We embrace and encourage our employees’ differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We aim to foster an environment in which everyone feels a sense of belonging and understands their connection to the Foodlink mission. Foodlink employees have a responsibility to always treat others with dignity and respect. Employees are expected to always exhibit conduct that reflects our values and promotes equity and inclusion during work, and at work functions.

Responsibilities

The Member Engagement Manager oversees the Foodlink member agency network, maximizing partner relationships and ensuring compliance with standards. This role includes managing staff, providing customer service, and developing communication plans for member agencies.