Job Title: Membership Assistant Manager Job Classification: Regular, FT, Non-Exempt
Reports to: Director for Membership Engagement
Position Objective: Support the Museum’s mission by being an exemplary leader of the membership team responsible for advancing our focus on members as the Museum’s primary customers, while supporting department operations to enhance the value of membership and revenue growth.
Required:
• College degree or 4+ years in relevant field with a strong customer service background.
• 2+ years in leadership/management experience.
• Experience in customer service, cash handling, point of sale systems, and accurately completing transactions.
• Excellent oral and written communication skills.
• Enthusiastic and engaging attitude.
• Strong computer literacy.
• Constant ability to read, record, and type or enter data quickly and accurately.
• Constant ability to collect and analyze data and information to draw logical conclusions and determine sequence of events.
• Effective attention to detail with emphasis on accuracy and problem-solving.
• Strong interpersonal skills including the ability to work collaboratively.
• Flexibility and ability to work with many different people and cultures.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Ability to manage multiple projects simultaneously, working both independently and as a team member.
• Ability to identify and analyze situations and problems, using past experience and critical thinking to create successful action plans.
• Ability to work weekend and evening hours 2-3 times per month.
• Physically able to sit, walk, stand, bend, and stoop for extended periods.
• Ability to lift and carry items up to 25 pounds.
Desired:
• Able and willing to embrace Museum mission of science as a way of knowing.
• Experience in membership acquisition, retention, and growth.
• Experience with membership or donor management software. (Blackbaud/Altru preferred.)
• Experience working in a similar institution.
• Bilingual (English/Spanish).
Responsibilities:
• Supervise Membership Coordinator, resolve/deescalate member inquiries and complaints, and use discernment and trainings to determine when to inform or escalate to Director of Membership.
• Develop, train, and provide feedback to Membership Coordinator at the direction of Director of Membership.
• Create and foster a positive environment for Membership Team, staff, guests, and members.
• Work with Director of Membership to ensure adequate staffing for department to meet peak operation needs; fill in for Membership Coordinator when needed.
• Ensure the quality and integrity of guest and member information through consistently accurate data entry, record keeping, and management.
• Manage regular renewal and acquisition activities of the Museum Membership program including mailings, fulfillment, and lapsed recapture, ensuring data integrity for up to and over 16,000 member households.
• Ensure consistent, excellent service for members and guests through phone, email, and in- person communication including occasional support at guest and member admissions on an as needed basis.
• Stay up to date on Museum exhibits, events, and membership benefits through provided resources to effectively communicate the value of membership while encouraging current and potential members to join or renew.
• Manage quality membership card printing and fulfilment in a timely manner.
• Evaluate and respond to individual member inquiries or comments by accurately relaying membership policies and analyzing situations to generate the best outcome for the guest, member, and Museum.
• Collaborate with Membership Team to generate reports and communications for the Ignite Learning subsidized membership and summer camp scholarships programs serving underserved audiences.
• Work collaboratively and independently on projects and processes to improve department operations and enhance the member experience.
• Support the Database Analyst by creating queries and processing reports in member/donor database (Altru) and provide redundancy for various event management software.
• Provide Director of Membership with real-time data on Member behavior and the success of Member initiatives and communications, utilizing reports and other means as necessary.
• Work with front line staff to ensure best strategies and practices for sales growth and exceptional Member service.
• Collaboratively develop strategies and content for membership outreach and communications including monthly Member eCommunications, print material and event planning.
• Coordinate and support staffing, development, and execution of Museum events, including but not limited to Member previews, special events, Ignite Learning events, and AfterHours.
• Work with other departments to identify and develop places for added value to Museum membership.
• Support collaboration with all other departments to engage members more fully in the Museum, and to engage staff completely in the Museum’s member focus.
• Serve as a member of Scholarship Committee, Family Events Subcommittee and others as needed.
• Serve as back-up for online membership purchasing and fulfillment.
• Manage the monitoring of supplies, inventory, and deployment of all member-related materials.
• Accurately maintain necessary financial records.
• Always demonstrate adherence to Museum safety procedures.
• Engage with Museum visitors in a positive and helpful way to support an enjoyable and safe guest experience.
• Prioritize the Museum’s values of inclusion and kindness in all interactions with staff, volunteers, and guests.
• Additional duties as needed.
Staff Oversight: Membership Coordinator