Membership Manager

1 month ago

Dallas, United States Perot Museum of Nature and Science Full time
Job Details

Level
Management

Job Location
The Perot Museum of Nature and Science - Dallas, TX

Remote Type
N/A

Position Type
Full Time

Education Level
4 Year Degree

Salary Range
Undisclosed

Travel Percentage
None

Job Shift
Day

Job Category
Undisclosed

Description

The Membership Managerwill be a key leader on the Development Team, managing the day-to-day operations while having a strategic vision for the program's future. They will develop, lead, and coach a team of 2-3 coordinators, leverage their expertise on industry best practices, be data-informed in their optimization of processes, and develop positive working relationships with other departments to increase annual support from members. The Membership Manager is responsible for ensuring a positive and memorable experience for all members through the cultivation, stewardship, and retention of an 18,000+ membership household base. In partnership with the Director of Annual Giving, will oversee all aspects of the membership program and onsite member experience, including on-site sales strategies, customer service training, event ideation and execution for 15-20 events per year, inventory management, and data tracking and analysis. This position will have a non-standard schedule with at least one weekend day and evenings and mornings as needed for various events and meetings.

Essential Duties and Responsibilities:

The Membership Manager is responsible for ensuring the membership program's stewardship, retention, and growth in support of the Perot Museum. The Manager will work cross-departmentally to execute and fulfill several objectives related to creating a positive, safe, and memorable experience for all Museum members. The Manager will lead and coach a team of 2-3 Membership Coordinators, and will oversee all promotions, sales strategies, staffing, and events while analyzing several KPI metrics to continually improve and optimize the membership program.

Scope of work includes:
  • In partnership with the Director of Annual Giving, effectively retain existing members and recruit new members through effective leadership, communications, and project management.
  • Serve as primary liaison cross-departmentally with Guest Services, Marketing, and Learning teams to ensure effective membership communications regarding benefits, events, acquisitions, and renewals. Ensures that materials, operations, and branding are continually up-to-date and optimized.
  • Ideate and execute 15-20 various member events every year, differing in scale, scope, and schedule.
  • Track and report on several KPIs related to the membership program to analyze the effectiveness of communications, strategies, and promotions and make recommended pivots as needed.
  • Lead and coach the Membership Team on current promotions, sales strategies, customer services, operations, events, and communications.
Position Responsibilities:
  • Adheres to annual revenue goals and works towards opportunities and strategies to increase base of support for membership.
  • Work with Development and Marketing to conceive, plan and execute multiple integrated omni-channel strategies and campaigns in support of membership acquisition and retention.
  • Partners closely with Guest Services to ensure a harmonious guest experience, keeping the Guest Services team informed of all promotions, challenges, and wins while actively seeking ways to promote cross-departmental trainings and support. Serve as the primary point of contact for membership across the Museum.
  • Manages and coaches a team of front-line Membership Coordinators, ensuring the highest level of customer service for all members and guests of the Museum. Manages the day-to-day operations of the program, including gift processing, database management, data analysis, strategy creation, and member servicing to achieve membership goals.
  • Responsible for list pulling and cleaning, data analysis, and KPI tracking on several actionable metrics for the membership program.
  • Conceptualize, plan and implement events for different member constituencies that align with the mission of the Museum with the goal of retaining, renewing, and acquiring new members.
  • Effectively work cross-departmentally to continually achieve, innovate, and optimize the visibility and user experience for members.
  • Manages schedule, content, and operations for all membership functions, including events, e-newsletters, and other communications. Ensure all collateral and materials are updated and optimized regularly.
  • Demonstrate an attitude of openness and responsiveness to all membership constituencies, to help all members get the most out of the program, with a view to renewing and upgrading their membership over time.
  • Collaboration with Development, Volunteers, Community Outreach, Administration, Marketing, Programs, Events/Sales, Paleontology, Exhibits, Facilities, Guest Services, and IT.
Supervisory Responsibilities: Yes.

Qualifications

Qualifications:
  • Bachelor's degree or comparable work experience of 3-5 years in nonprofit membership, sales, and/or people management with proven success in developing and maintaining a successful membership/annual giving program.
  • Exceptional written communication and ability to develop tailored materials created to address member interest and perspectives, adhering to industry best practices.
  • Ability to work collaboratively with a diverse team and engage effectively with guests, members, and donors.
  • Forward-thinking leader who is motivated by data, optimization, and excellent customer service.
  • Record of achieving goals and maintaining effective systems to manage multiple projects.
  • Proven experience with CRM databases preferred, including Salesforce.
  • Must be proficient in Microsoft Office programs, including Word, Excel, and Power Point.
  • Must be a person who acts with integrity and is personally accountable for their results.
Required Knowledge, Skills and Abilities:
  • The ability to effectively communicate with the staff and the public.
  • Ability to learn and adapt to various software and technology programs to complete work duties.
  • Self-motivated, organized, attentive to detail, and the ability to manage time and effectively function without close supervision.
  • Ability and willingness to work flexible hours including evenings, weekends, holidays and special events as needed.
  • Flexibility in outlook and ability to pivot quickly.
  • Strong organizational skills and attention to detail.
  • Ability to relate well to constituents at all levels a must.
ESSENTIAL FUNCTIONS:

While performing the duties of this position, the employee will be required regularly to:
  • Sit for extended periods of time while utilizing resource materials such as a computer and detailed spreadsheets.
  • Communicate by telephone, email, or other appropriate Perot Museum communication platforms (e.g., MS Teams, Zoom, etc.).
While performing the duties of this position, the employee will occasionally be required to:
  • Lift and/or move lightboxes and other materials of 20 lbs. or less.

Reasonable accommodations may be made to enable qualified applicants and qualified employees with disabilities to perform the essential functions of the job.

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