Membership Manager
Position: Membership Manager
Reports To: Vice President for External Affairs
Schedule: Weekdays, some weekends and evenings required
Job Summary
The 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 Responsibilities
To 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 events
- Manage all core Membership functions of the organization
- Develop an annual membership plan, including budget and projected income
- Develop cross-functional knowledge and abilities to sell the entire portfolio of Discovery World programs
- Serve as liaison between Discovery World and other organizations and programs that benefit Discovery World Memberships
- Work with other Discovery World staff to evaluate and improve the Member experience at Discovery World
- In coordination with the Museum Experiences team, plan, schedule, and create programs for member events, including existing events and developing new events
- Exhibit excellent customer service skills and the ability to multitask in an environment which is at times can be loud and fast-paced
- Train 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 campaigns
- Supervise and serve as a role model for frontline Membership staff and help them create and deliver effective solutions for Discovery World Members
- Set monthly membership goals for the front desk and communicate performance to the front desk staff throughout the month
- Promptly respond to member feedback, concerns, and questions
Work Environment
Listed 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 workday
- Required to speak to customers via telephone, email, and/or in-person: most of the workday
- May be required to lift objects up to 30 pounds: rarely
- May be exposed to physical occupational risks (cuts, burns, exposure to toxic chemicals, etc.): rarely
- May be exposed to a physical environment which involves dirt, odors, and noise, weather extremes, and/or similar elements: rarely
- The normal setting for this position is: office setting/museum front desk
Job Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
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Education and Experience
- Bachelor’s degree in a related field of study; or and equivalent combination of education, training, and experience
- Demonstrated experience with sales and customer service
- At least 2-5 years of related experience in membership highly preferred
- 2+ years’ experience in a management role highly preferred
- Experience in the non-profit sector
- Works well in a team-focused setting
Other Knowledge, Skills, and Abilities
- Ability to gather, interpret, analyze, and report statistics and other data
- Knowledge of campaign efforts to include writing direct mail pieces, promotions, and/or solicitations
- Demonstrated success with communications and collaterals to support sales/membership is a plus
- Strong attention to detail in preparing reports and letters
- Exceptional interpersonal skills with the ability to quickly develop rapport and build/maintain effective long-term relationships
- Excellent oral and written communication skills with the ability to prepare and deliver clear and concise reports and presentations
- Highly organized and attentive to detail with the ability to manage multiple concurrent projects
- High level of initiative and persistence in completing assignments
- Ability to develop long and short-term strategies and goals
- Ability to develop meaningful and productive relationships with members, donors, volunteers and staff
- Customer service, conflict resolution, and public interaction
- Passion for education and Discovery World’s mission
- Excellent attention to detail, time management, organizational, and interpersonal skills
- Proficiency in Microsoft Office programs
- Experience with Altru or other membership database systems ideal but not required
