Membership Manager - Dallas, United States - Perot Museum of Nature and Science

Description

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.