Manager, Membership

DISCOVERY PLACE INC•Charlotte, NC

About The Position

Discovery Place is a nonprofit 501©3 organization that operates four Museums in North Carolina, including award-winning Discovery Place Science, Discovery Place Kids locations in Huntersville and Rockingham and the soon-to-be rebuilt Discovery Place Nature. The Membership Manager is a highly visible position responsible for growing and operating the organization’s membership program, one of our most important connections to our community. This leader manages a team and is responsible for providing superior customer service, supervising both the team and the department’s daily operations, and engaging members through mission-related activities and events.

Requirements

Three (3) years of experience in membership or subscription program management.
Exceptional people skills, including written and verbal communication skills. Outgoing individual comfortable engaging with a wide range of visitors.
Minimum one (1) year supervisory experience.
High level of proficiency in CRM or related systems. Proficiency in Salesforce highly preferred.
Experience in customer service.
Ability to work both as a team member and autonomously in a fast-paced, results-oriented environment.
Proficiency in Word and Excel.
Bachelor’s Degree.

Nice To Haves

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.
Experience with events.
Ability to analyze data and utilize the information to inform decision-making.

Responsibilities

Execute Membership strategy and supervise Membership team to successfully reach an annual revenue goal for the Membership department through acquisition, stewardship, and retention of current and prospective members. Set sales goals for team members.
Implement, track, and report results and KPIs.
Ensure that Membership communications are accurate and timely; regularly update renewal emails, auto-responders, and digital Membership communication templates.
Manage the renewal process.
Ensure the delivery of benefits and implement strategies to engage Members at each of our sites.
Collaborate with teams across the organization to achieve goals. Collaborate with marketing to implement incentive campaigns to acquire new members and increase retention rates. Work hand in hand with fundraising team to set Members on a path to becoming a donor.
Create a culture that is customer-focused, with an emphasis on building relationships.
Manage the Membership teams’ customer service interactions with Members via all channels.
Hire, train and manage front-line Membership professionals, building a team culture that is customer focused.
Manage day to day operations for Membership department including staff scheduling, responding to inquiries and concerns, ensuring timely communications, etc.
Manages the digital Membership card program (including FAQ, troubleshooting guides, training, etc.).
Assists the Membership team as needed with Membership related tasks: processing, mailing, database entry, organization of Membership materials.
Provides frontline service to Members at Discovery Place’s Membership Desk throughout the week.
Trains front-line staff at each of Discovery Place’s four Museums and at the Membership desk to ensure all guest service staff members are equipped to provide excellent customer service to our Members and prospective Members.
Play a key role in ensuring data integrity of the Membership database.
Plan and manages membership events.