Membership Manager

Monterey Bay Aquarium•Monterey, CA

27d•Onsite

About The Position

At the Monterey Bay Aquarium, we are passionate about creating an inclusive workplace that celebrates and values diversity. We firmly believe that having a team of diverse backgrounds and voices, working together, increases our capacity to serve our visitors and fulfill our mission. We welcome people from all walks of life into our team and strongly encourage people of color, LGBTQ+ individuals, veterans, and people with disabilities to apply. Priority deadline for applications is January 26, 2025. Due to the volume of incoming applications, the role may be closed earlier than January 26, 2025. Job Summary: Operationalize membership strategies and initiatives to help meet/exceed membership revenue goals. Develop implementation plans and lead the efforts and teams, including collaboration with other departments, for successful execution. Manage all aspects of the Membership department operations and teams on-site and back office—strengthen and ensure effective and smooth operations, including building and maintaining the highest level of service quality, onsite team functions and coverage, and designing and providing ongoing trainings as needed. Build and maintain collaborative relationships with internal and external partners in support of Membership goals. Oversee membership and fundraising systems—CRM, eCommerce/CMS, and membership related ticketing—from building to implementation as well as enhancements/optimizations. Perform other duties as required. Please note that both a cover letter and resume are required alongside your application for this position.

Requirements

Bachelor's degree or equivalent combination of education, training and experience
Six or more years of experience in a non-profit organization or customer service driven environment
Four or more years of membership program and staff and operations management experience
Experience in operationalizing strategies and initiatives, including resource planning and management, and successful collaboration with partners and departments
Strong interpersonal skills: is a self-starter who contributes to a positive work environment
Strong critical thinking and problem-solving skills
Excellent writing and oral communication skills
Excellent organization skills and attention to detail
Four or more years of experience working with database programs, Tessitura and Salesforce Nonprofit Cloud preferred, building queries/extractions/lists and reports
Excellent computer skills including Microsoft Word and Excel
Ability to work independently, to set and achieve goals with a high degree of initiative, self-direction, and self-supervision.
Ability to gather and synthesize appropriate information and recommend a course of action, and to report on progress effectively and proactively
Ability to work within and maintain Monterey Bay Aquarium's Core Values
Typical office equipment
Constant sitting, standing, walking, bending
Typical office environment, main aquarium and exhibits, occasional offsite events

Responsibilities

Operationalize Membership strategies and initiatives (annual and multi-year)
Translate abstract, high-level plans and objectives into specific and measurable goals, KIPs, and actions.
Report on outcomes as well as recommendations for future planning.
Create plans for implementation, resources, and processes, and lead the execution and collaboration for successful completion, including but not limited to new initiatives for program and revenue growth, communications, and systems projects.
Systems projects include conversions, enhancement, and optimization to meet business needs as well as leading collaborative process to create SOPs and training staff for membership department.
Communicate with all teams involved.
Create recommendations and partner with development division leadership to strategize and plan for change management when needed.
Lead team and member communications through changes such as price increases, member online account changes, and team and organizational changes.
Regularly monitor the implementation of annual work plans throughout the year and propose changes as needed with new opportunities to consider or to address any issues/shortcomings; present effective and creative approach to problem solving.
Oversee day-to-day membership operations, including but not limited to membership data/analysis, admin/backoffice, call center, execution of divisional email communications, inventory, and close collaboration with Guest Experience for on-site operations at the Aquarium for all member/donor desks and sites.
Directly supervise membership manager, supervisors, and specialists; conduct regular one-on-one meetings and annual performance reviews; provide coaching and offer professional development opportunities.
Strategically plan and enhance membership call center performance and service quality to meet and maintain the highest level of expectations—not only customer service but also opportunity to increase member engagement, retention, and revenue.
Identify opportunities and recommend on-site strategies to strengthen member engagement and increase ticket conversion and new member joins.
Build and maintain excellent partnership and collaboration with other departments and workgroups throughout the organization by communicating and partnering effectively to integrate agreed-upon projects and collaboration opportunities into their work plans and budgets.
Review and proofread member communications to align messaging with objectives and strategy.
Handle elevated member inquiries and issues as needed, including responding to members.
Develop and provide guidelines and talking points for staff as needed.