Membership Manager

3 days ago

Phoenix, AZ, United States Arizona Science Center Full time
Are you looking for a fun, inspiring place to work? We are looking for you Arizona Science Center is an exciting, fast-paced, and hands-on environment for our guests and team. At Arizona Science Center, we take pride in providing the perfect mix of fun, education, and excellent service to our guests of all ages. We are looking for talented, enthusiastic individuals to join our team

EQUAL EMPLOYMENT OPPORTUNITY

Arizona Science Center maintains a firm policy of equal employment opportunity for all employees and applicants. We recruit, hire, train, promote, compensate, and dismiss employees based on such factors as experience, character, ability, and skill, without regard to race, color, religion, sex, sexual orientation, national origin or heritage, age, marital or veteran status, disability, citizenship, or any other status protected by federal, state, or local laws.

ACCOMMODATIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

POSITION SUMMARY

Leverage your customer service and sales skills to make a difference in the community The Membership Manager leads Arizona Science Center's efforts to acquire, serve and retain our valuable Members to help meet attendance and revenue goals. A creative and strategic leader will develop benefits and programs which increase the perceived value of our membership and make our Members feel like VIPs.

BENEFITS include, but are not limited to:
  • 21 paid days off annually, including holidays, birthdays, and vacation days
  • 15 days of accrued sick time
  • 12 weeks paid Family Care Leave
  • Annual Incentive Plan
  • Professional Development Opportunities
  • Medical, Dental, and Vision insurance
  • Life and Long Term Disability insurance
  • Employee Assistance Program
  • 401(k) retirement plan
  • Family membership to Arizona Science Center and 600+ Association of Science and Technology Centers (ASTC)
  • Admission Exchange Program - Year-round complimentary admission for the employee and one guest to visit the Phoenix Zoo, Desert Botanical Garden, Phoenix Art Museum, Heard Museum, Arizona Museum of Natural History, etc.
ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Develop strategies, plans, policies, and standards for the Arizona Science Center Membership program to meet or exceed attendance and revenue goals.
  • Manage annual Membership expense budget.
  • Create and test new benefits and programs to enhance the perceived value of membership and make Members feel like VIPs.
  • Plan and execute events and activities designed to deepen engagement with existing Members and cultivate new Member audiences.
  • Provide next-level customer service on-site, over the phone, and via digital communications to acquire, upgrade and renew annual memberships.
  • Direct sales activities, reporting, acknowledgments, and timely fulfillment of member benefits and events.
  • Partner with Guest Sales and Services Manager and Assistant Manager to lead the Guest Sales and Services (GSS) team. Play a critical role in helping create a positive, inspiring culture that makes Arizona Science Center one of the best places to work in Phoenix.
  • Coach and manage a team of GSS and Membership-specific associates. Model outstanding customer service and sales skills. Conduct role plays and ongoing training to ensure the team excels at serving members and selling memberships, including renewals.
  • Help cross-train GSS Associates so they may fill in for multiple roles, including Membership, ticket sales, Information Desk, retail/concessions, or greeting.
  • Work in partnership with Marketing to develop, execute and evaluate sales and marketing/promotional strategies across multiple channels (email, social, web, direct mail, etc.)
  • Partner with Analytics to ensure our Member database is well-maintained and that we optimize its use to drive data-driven sales and marketing.
  • Ensure frontline GSS and all team members are informed about upcoming member previews, events, and other added-value activities.
  • Perform other duties as assigned.
QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the required knowledge, skill, and ability. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  • Bachelor's degree from a four-year college or university and 2+ years of experience in a customer service and sales-focused role or equivalent combination of education/experience.
  • Experience with data-driven customer relationship management programs, ideally Tessitura.
  • An outgoing personality who enjoys crowds and interacting with guests of all backgrounds and ages.
  • Strong project management skills and comfortable with competing deadlines and multitasking.
  • Outstanding verbal and written communication skills.
  • Organized and efficient.
  • Experience with financial planning and reporting (departmental level).
  • Creative problem solver who can work independently and within a team environment.
  • Passionate about customer service culture.

SUPERVISORY RESPONSIBILITIES Supervises 2-4 team members and volunteers as assigned and maintains schedules and coverage for the Membership Zone in partnership with the GSS Manager. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

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