Membership ManagerPosition: Membership Manager
Reports To: Vice President for External Affairs
Schedule: Weekdays, some weekends and evenings required
Job SummaryThe Membership Manager at Discovery World is responsible for a highly successful membership program; including strategizing for growth in membership sales, renewal, retention, and upgrades. This person will develop and cultivate relationships with existing and prospective members and take the lead on increasing Individual, Family, and Member Donor membership purchases.
The Membership Manager is responsible for budgeting, data processing, benefit fulfillment, data analysis, and reporting. This role manages day-to-day operational functions of the Membership Department, including oversight, preparation and execution of mass mailings, supply inventory, reciprocal admission program tracking, and other reasonably assigned duties. The Membership Manager provides face-to-face member services and sales onsite and offsite, including but not limited to: new member sales, membership renewals, phone and email follow-up, and addressing member questions and concerns.
This is a full-time position and includes weekdays, some weekend hours, and occasional evenings, and is expected to undertake membership sales at Discovery World events and programs as needed.
Essential Duties and ResponsibilitiesTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
Manage the Membership program by developing cultivation, stewardship, and marketing strategies to identify new members, grow overall membership, and contribute to Discovery World's earned revenue goal.Oversee affiliated membership benefits and develop and implement opportunities to increase membership sales with the expectation of increasing our membership base.Manage member relations activities such as answering questions by phone or email, assisting with planning and implementation of events, leading private and behind-the-scenes tours, and ensuring events/engagement opportunities coincide.Benchmark best practices across peer institutions.In collaboration with the External Affairs team, oversee member communications, including mailings, renewal emails, and communication of member benefits and eventsManage all core Membership functions of the organizationDevelop an annual membership plan, including budget and projected incomeDevelop cross-functional knowledge and abilities to sell the entire portfolio of Discovery World programsServe as liaison between Discovery World and other organizations and programs that benefit Discovery World MembershipsWork with other Discovery World staff to evaluate and improve the Member experience at Discovery WorldIn coordination with the Museum Experiences team, plan, schedule, and create programs for member events, including existing events and developing new eventsExhibit excellent customer service skills and the ability to multitask in an environment which is at times can be loud and fast-pacedTrain front desk staff on membership database functions, customer service, and effective membership sales techniques. Motivate front desk staff to increase membership sales.Develop and maintain regular reporting systems. Analyze membership data and revenue to achieve full picture of member behavior and effectiveness of membership work plan and advertising campaignsSupervise and serve as a role model for frontline Membership staff and help them create and deliver effective solutions for Discovery World MembersSet monthly membership goals for the front desk and communicate performance to the front desk staff throughout the monthPromptly respond to member feedback, concerns, and questionsWork EnvironmentListed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Required to use motor coordination and finger dexterity (such as keyboarding, machine operation, etc.): most of the workdayRequired to speak to customers via telephone, email, and/or in-person: most of the workdayMay be required to lift objects up to 30 pounds: rarelyMay be exposed to physical occupational risks (cuts, burns, exposure to toxic chemicals, etc.): rarelyMay be exposed to a physical environment which involves dirt, odors, and noise, weather extremes, and/or similar elements: rarelyThe normal setting for this position is: office setting/museum front deskJob QualificationsThe requirements listed below are representative of the qualifications necessary to perform the job.
Education and Experience Bachelor's degree in a related field of study; or and equivalent combination of education, training, and experienceDemonstrated experience with sales and customer serviceAt least 2-5 years of related experience in membership highly preferred2+ years' experience in a management role highly preferredExperience in the non-profit sectorWorks well in a team-focused setting Other Knowledge, Skills, and Abilities Ability to gather, interpret, analyze, and report statistics and other dataKnowledge of campaign efforts to include writing direct mail pieces, promotions, and/or solicitationsDemonstrated success with communications and collaterals to support sales/membership is a plusStrong attention to detail in preparing reports and lettersExceptional interpersonal skills with the ability to quickly develop rapport and build/maintain effective long-term relationshipsExcellent oral and written communication skills with the ability to prepare and deliver clear and concise reports and presentationsHighly organized and attentive to detail with the ability to manage multiple concurrent projectsHigh level of initiative and persistence in completing assignmentsAbility to develop long and short-term strategies and goalsAbility to develop meaningful and productive relationships with members, donors, volunteers and staffCustomer service, conflict resolution, and public interactionPassion for education and Discovery World's missionExcellent attention to detail, time management, organizational, and interpersonal skillsProficiency in Microsoft Office programsExperience with Altru or other membership database systems ideal but not required
Want to work with us? In addition to joining a dynamic team responsible for unlimited "aha" moments, Discovery World offers competitive compensation and a strong benefits package including:
Health, Dental, and Vision Insurance with HRA.401(k) with company matching contribution.Employer Sponsored Life Insurance.Full Flex and Dependent Care FSA.Free employee membership, reciprocal museum admissions deals, and special summer camp enrollment rates for those curious littles in your life!Apply Now
