Membership Manager jobs in Charlotte, NC

Description

POSITION SUMMARY

The Assistant Manager, Membership is a key member of Discovery Place’s membership team and is responsible for helping to manage and grow the organization’s membership programs as the beginning phase of the donor pipeline. The Assistant Manager, Membership’s primary responsibility providing managerial oversight of the Membership Associates and managing daily operations.

The Assistant Manager, Membership is a frontline role at Discovery Place and is expected to be on-site when the Museums are open. This position’s 5-day work schedule regularly includes one or both weekend days.

ESSENTIAL DUTIES & RESPONSIBILITIES

Operations

• Manages day to day operations for Membership department including staff scheduling, daily supervision of Membership Associates, responding to internal and external inquiries and concerns, and sharing timely communication within the team as well as to partnering internal teams at Discovery Place.
• Trains Membership Team and front-line staff at each of Discovery Place’s four Museums to ensure all guest service staff members are equipped to provide excellent customer service to our Members and prospective Members.
• Provides frontline service to Members at Discovery Place Science’s Membership Desk throughout the week as needed.
• Assists the Membership team as needed with Membership related tasks: answering phone and email inquiries, processing, mailing, database entry, and general organization of Membership materials.
• Implements and manages annual staff sales incentive programs across all four Discovery Place Museums.
• Along with the Membership Manager, responsible for ensuring policies and procedures and keeps the Membership Manual updated to reflect current practice
• In collaboration with the Membership Manager, supervises Membership team to successfully reach a $1.7 million annual revenue goal for the Membership department through acquisition, stewardship, and retention of current and prospective members.
• Maintains Membership processing log
• Responsible for the hygiene of the Membership database [Ticketure/Salesforce]
• Staffs membership and other institutional events that occur during and outside of regular museum operating hours
• Supports the Membership Manager on renewal mailings, mass member communication emails and other duties as assigned

Customer Service

• Contribute to and foster a customer-focused culture with an emphasis on building relationships and retaining donors and manage the Membership team in upholding these values.
• Manage customer service resolutions for Membership, bringing in the Membership Manager when necessary.

Qualifications

MINIMUM QUALIFICATIONS REQUIRED:

• Commitment to, and enthusiasm for, Discovery Place’s charitable mission.
• 2 years of experience in customer service and supervisory role, preferably in a membership program
• Bachelor’s Degree.
• Exceptional written and verbal communication skills.
• Proficiency in Word and Excel.
• Proficiency in Ticketure. Salesforce or similar fundraising database.
• Ability to work both as a team member and autonomously in a fast-paced, deadline-driven, results-oriented environment.
• Ability to work regular weekend shifts.
• Outgoing individual comfortable engaging with the public.

PREFERRED QUALIFICATIONS:

• Energetic professional with great relationship-building skills who can collaborate with a range of colleagues across our organization to deliver a top-notch Membership program at Discovery Place Museums.
• Aptitude for sales, marketing, and brand positioning.
• Knowledge of event operations.
• Ability to perform prospect research.

• Ability to analyze data and utilize the information to inform decision-making.

PHYSICAL REQUIRMENTS:

• Must be able to lift boxes up to 15 lbs.
• Must be able to drive to off-site meetings and Museum site locations throughout Mecklenburg County.

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities of this job. Other duties may be assigned. This job description may be changed to include new responsibilities and tasks or change existing ones as management deems necessary.