Membership Manager

Employment at the Phillips

Jun 30, 2017

Overview


The Membership Manager will develop and implement strategies that enrich the museum member’s experience, increase new member acquisition and improve retention, and enable the program to meet annual revenue goals. This position will manage all aspects of the membership program, including reporting and analysis, traffic management for fundraising efforts, and overall data management. The Membership Manager will supervise part-time Membership Associates and will share supervisory responsibility for the Donor Database Coordinator and the Membership Communications Assistant.


  • Membership program management—Executes best strategies in stewardship, renewal and upgrading of current members; acquiring new members and visitor conversion; increasing annual fund giving from members. Regularly evaluates effectiveness of current membership program services, benefits, and policies, relating to retention and acquisition of members. Recommends, designs, and implements changes to improve program effectiveness and efficiency. Develops the annual membership operating budget and monitors throughout the year.

  • Member stewardship and cultivation—Serves as primary representative of Membership program on a daily basis and at all Membership events, including exhibition openings, museum programs, and members-only events. Leads cultivation and engagement of The Phillips Contemporaries by building relationships with individuals, guiding steering committees, and organizing stewardship events.

  • Direct response traffic management—Develops and directs strategies driving integrated mail, on-line, and telephone campaigns to acquire, upgrade, and renew members and donors. Works with fundraising consultant to plan and execute annual acquisition campaign. Maintains schedule of solicitations and cultivations, including timely delivery of strategy, creative, and data files. Writes copy for annual fund appeals, renewals, member emails, and secondary acquisition efforts.

  • Reporting and data analysis—Generates reports to measure results of membership campaigns, and overall membership retention and growth. Monitors progress towards revenue goal and provides reports for senior management.

  • Data management—With the Donor Database Coordinator, develops, promotes, and documents best practices and policies associated with member, donor, and prospect management. Supervises gift entry process (batching gifts, preparing deposits, fulfilling corporate match forms) and fulfillment (membership acknowledgements and member cards).

  • Membership team support—Manages Membership Associates who provide front line customer service to members and visitors. Provides guidance with front desk, phone, and online communication to promote excellent customer service. Schedules and ensures Membership Associate front desk coverage and serves as back-up support when necessary.

  • Collaborative efforts

    • Partners with Marketing & Communications and Guest Services teams to develop partnerships, promotions, and communications that inform the public about membership benefits and boost visitor conversion.

    • Collaborates with Marketing & Communications team to create membership collateral, to support the museum’s online presence for members via social media (from the membership perspective), and to update Membership pages on museum website. Supervises Membership Communications Assistant to develop timely, effective member communications.

    • Collaborates with Development team to identify and upgrade General Members to higher levels of giving.

    • Works with Program staff to identify and promote museum programs that will interest and educate members.

    • Collaborates with Special Events team to develop and execute member stewardship events throughout the year. Assists Special Events team with planning and execution of the Contemporaries Bash fundraising event held in conjunction with Annual Gala.

  • Performs additional duties as assigned.

  • Enjoys interacting with members and the public; interacts effectively with diverse populations.

  • Demonstrates an enthusiastic, customer-friendly manner; meets challenging customer situations with a tactful, positive attitude.

  • Possesses strong work ethic, excellent organizational and management skills, and is comfortable in a fast-paced and varied environment.

  • Works successfully as part of a team:

  • Able to work independently, and is self-directed to take action and find solutions to challenges.

  • Prior experience managing membership program for non-profits preferred; prior experience in data management and back end fundraising preferred.

  • Meticulous attention to detail, particularly with data and numbers.

  • Possesses strong computer skills and database proficiency in Altru, Raiser’s Edge or other CRM software required.

  • A Bachelor’s degree or equivalent experience is required.

  • Willing to work during evenings and weekends as needed.

Full-time employees are eligible for the following benefits:

  • Accrued Paid-Time-Off Leave
  • Paid Holidays*
  • Group Health Insurance Coverage (POS or PPO plan)
  • Dental Insurance
  • Life/Accidental Death & Dismemberment Insurance
  • Long-term Disability Insurance
  • 403(b) Retirement Program participation
  • Flexible Spending Accounts for health and/or dependent care costs
  • Pre-tax Transportation benefits through SmartBenefits
  • Complimentary guest admission to museum (subject to availability)
  • 20% discount at Museum Shop
  • 10% discount at Museum Café
  • Invitations to seminars, lectures, and special events

* Full-time hourly staff may receive holiday pay if the holiday falls on a day on which they are scheduled to work.

Salary


Commensurate with experience.  Submit salary requirements with application.


Apply Here