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Membership Associate, Engagement

2 months ago

Santa Monica, United States KCRW Inc Full time
Job DescriptionJob Description

Membership Associate, Engagement


Who Are We

We are a global community that is driven by the creative spirit of Los Angeles. Through an inspiring mix of music, news, and culture, we bring joy and connection – online, in-person and on the radio. Always excellent, accessible, and often unexpected, we are a constant source of fuel for the imagination, education and good vibes. At least, that is what our members tell us.

As NPR’s flagship member station in Southern California for more than 30 years and a community service of Santa Monica College, KCRW is the next generation of public media.

How You’ll Make An Impact

The Membership Associate, Engagement reports to the Manager, Member Engagement and will support the daily member experience at KCRW, with particular focus on engagement and overall membership operations at KCRW. They will communicate with potential and current members through email, text, over the phone, and in person. They are responsible for timely communication, donation and data entry. They are responsible for creating a positive experience during every interaction with our members to deepen their relationship with KCRW and increase their support.


Here’s What You’ll Do:

  • Communicate daily with members through email, text, over the phone, and in person, using the proper tone for each platform

  • Responsible for tracking and identifying trends in member communication to alert the team of issues or areas of improvement

  • Proactively identify opportunities for improvement and communicate them to the wider Membership team

  • Process donations including checks, vehicle donations, matching gifts, employee workplace giving, donor advised funds, and others

  • Ensure accuracy of data entered into all databases and participate in data hygiene projects as needed

  • Keep matching gifts platform current with the latest donations

  • Process member requests including account updates, payment updates, thank you gift requests, troubleshooting, benefits-related inquiries, etc.

  • Help test upcoming systems updates to ensure smooth day-to-day operations

  • Maintain a robust knowledge of all KCRW offerings and member benefits

  • Support Membership’s engagement goals including campaign support, writing member communications for email and text, strategizing the rollout of new benefits, recruiting new partner perks, ensuring delivery of member communications, and other projects as required or assigned

  • Represent KCRW membership at in-person KCRW events, as assigned. This includes fulfilling member benefits, answering member questions, ensuring members have the best experience and evangelizing the perks of membership to the larger audience.

  • Perform additional tasks as required or assigned


Here’s What You’ll Bring:

  • 1-2 years experience in a membership, fundraising, customer service, or data processing role

  • At least 1 year of marketing experience, with an emphasis on engaging people through SMS and email.

  • Experience translating fan enthusiasm into dedicated, financial support for an organization.

  • Strong attention to detail

  • Strong time and task management skills

  • Demonstrated ability to write personable, thoughtful, and captivating copy for multi-channel use

  • A collaborative and innovative approach

  • A love of KCRW, its mission, Southern California, and all communities in which we find ourselves


Preferred Skills:

  • CRM/database management experience, preferably Salesforce

  • Email and/or text marketing experience, preferably Hubspot and Community.com

  • Proficient in Microsoft Excel and Google Sheets

  • Experience with project management software, preferably Monday.com


KCRW aims to be representative of Southern California, and candidates with traditionally underrepresented backgrounds and perspectives are encouraged to apply. KCRW is an equal opportunity employer and actively recruits to promote diversity in our workforce. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, status as a parent, national origin, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.

This job description is intended to provide a general overview of the position and does not encompass all possible tasks and responsibilities. Duties, responsibilities, and activities may change at any time with or without notice.


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Employee Signature Date


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Manager Signature Date