Summary: 

Serves as the primary representative for Museum members. Provides high quality customer service to members and guests to ensure member/guest satisfaction.  Implements all membership activities, including acquisition strategies, member records maintenance, fulfillment and administrative duties. Works with the Payroll/Constituent Database Manager as it relates to membership.  Provides support to the daily operation of Guest Services.

Job Requirements

Responsibilities:

 

Membership General

  • Serves as primary contact for Museum members. Oversees the daily operation of membership. Provides high quality customer service to members.
  • Responsible for communicating with members and guests in person, electronically, by mail and by phone; responds to inquiries and complaints, speaks with prospective members and upsells current members.
  • With the Guest Services Manager, develops and implements member acquisition strategies to acquire, upgrade and retain members.  Makes recommendations for new initiatives and programs based on research and observation.
  • Works with frontline staff and other departments to optimize on-site member acquisition.
  • Works with the Payroll/Constituent Database Manager as it relates to membership.
  • Works with development staff to implement strategies to develop donors.
  • Collaborates with the Events Department to plan logistics of member events and to identify volunteer requirements.  Trains volunteers at member events.
  • Represents Membership at member events and select museum programs such as 2300°.
  • Monitors online membership messaging and serves as Power-user for membership section of CMoG website.
  • Serves on the editorial team for The Gather, the member magazine.
  • Works with the Volunteer Program Supervisor and temporary service agency to maintain accurate membership levels for volunteers and temporary staff.
  • Serves as Museum ambassador to other museum membership groups. Corresponds with, follows listservs and benchmarks to bring best practices back to CMoG.
  • Works with the graphics team to develop member emails and promotional materials; maintains inventory of membership collateral.

 

SalesForce/Membership Processing

  • Conducts member relations administrative duties.  Maintains accurate member records in the Salesforce database.  Processes membership applications, renewal and lapsed letters. Updates all data files and mails welcome packages to new members.  Works with contractor to outsource monthly membership renewals.
  • Processes donations; codes gifts and updates donor records in Salesforce.  Prepares income reports for monthly reconciliation with Accounting.
  • Prepares monthly, quarterly and annual reports on member/donor retention and membership/gift income for accounting purposes.
  • Prepares monthly reports to monitor and track membership performance by tracking metrics such as retention, renewals and dropped members.
  • Reviews monthly contributions; verifies that all transactions have been processed in Salesforce, acknowledgement letters sent, etc. Follows up with appropriate staff as necessary.

 

 

Guest Services

  • Assists Guest Services management by serving as Lead Guest Services Associate when needed; answers questions from other Guest Services staff and serves as day-to-day contact for GS staff during peak season and at other times during the year.
  • Works all positions in Guest Services as required.

 

 

 

Qualifications:

  • Bachelor’s degree required; experience with a membership organization desired.
  • Minimum two years’ experience in a fast-paced customer-service environment.
  • Excellent interpersonal and customer service skills.
  • Demonstrated proficiency with Microsoft Office products including Word, Excel, and Power Point.
  • Experience with relational databases desired; Salesforce a plus.
  • Ability to learn Counterpoint and/or Outbound software; working knowledge a plus
  • Ability to multitask and work effectively in a fast-paced, team environment.
  • Ability to maintain confidentiality.
  • Ability to interact professionally with people at all levels, including high-end donors.
  • Ability to work independently, with a minimum of supervision.
  • Dependability and the ability to work accurately.
  • Ability to work evenings and weekends.