Membership Manager

Chicago Architecture Center•Chicago, IL

58d

About The Position

Position summary: Responsible for defining and developing a growth driven membership program. Responsible for managing the member database (including all reporting), renewal efforts and the coordination of the annual membership acquisition programs. Responsible for member communications and engaging members through excellent customer service, supporting CAC programs, and oversite of member-only events. Oversees the departmental budget.

Requirements

3-5 years of applicable experience working in sales or membership-based institution or non-profit organization.
2 years minimum comparable experience managing technology required, including database management and reporting; Experience working with an Integrated Customer Relationship Management (CRM) system preferred.
Good decision-making and problem-solving skills.
Ability to be creative.
Strong organizational and analytical skills.
Strong interpersonal skills.
Strong oral and written communication skills.
Ability to maintain confidentiality of information.
Ability to work under minimal supervision.
Ability to work with cross-functional teams.

Nice To Haves

3-4 years supervisory experience with a proven ability to plan, organize and direct work programs and supervise and motivate staff.
Proficiency with NetSuite or Ventrata (highly preferred) or other CRM software.
Proficiency in Microsoft Office (PowerPoint, Word, Excel, Outlook).

Responsibilities

Membership Acquisition and Retention (55%)
Oversee the comprehensive implementation of the CAC’s general membership program, which currently represents $600,000 - $750,000 in annual unrestricted revenue.
Establish and annually revise an overall strategic plan for CAC’s membership program, including an implementation timeline with benchmarks, financial targets and goals for the number of member households by level, upgrade strategies and goals, etc.
Implement an aggressive member acquisition program, utilizing onsite sales and direct marketing (such as direct mail, e-mail), and grassroots techniques to hit monthly, quarterly and annual goals for member acquisition, retention and donations.
In concert with Membership Coordinator, develop the strategy for and oversee the implementation of an effective ongoing renewal process, systematically reviewing the results of the process and evaluating the effectiveness of mail frequency, letter copy and design, the success of upgrade techniques, the effectiveness of online, onsite, call center vs. direct mail strategies.
Review and work collaboratively across the organization to make recommendations on revisions to CAC’s current membership program, including pricing levels, benefit structure, premiums, etc.
Recruit, hire, manage and supervise the daily work of a full time Membership Coordinator who serves as primary first point of contact for 9,000+ member base.
Recruit, retain and manage third-party vendors performing membership-related acquisition, renewal or fulfillment activities.
Manage list acquisition and list exchange programs with similar institutions.
Create a system for and implement structured, ongoing activities to upgrade general members into the CAC’s upper-level membership and donor levels.
Membership Cultivation and Stewardship Events (15%)
Plan and organize special events along with CAC Events team and coordinate activities organization-wide to ensure open communication and efficient implementation.
Work with the tours and programming departments to drive members to these events.
Work collaboratively with the development team to identify and cultivate members who have potential to become CAC donors and move up the donor pipeline.
Serve as a public spokesperson for CAC’s general membership program, communicating with members through letters, emails. Publicly welcome guests at member events and introduce CEO or others as appropriate.
Communication and Administration (30%)
Provide consistent reporting via dashboard reports to keep leadership team apprised of department goals and achievements.
Oversee logistical aspects of all renewal campaigns, onsite sales training and customer service standards.
Responsible for departmental budget including drafting the annual expense budget, monthly reforecasting and weekly updating of revenue reports.
Reconcile all budgetary numbers including online sales, and on-site/retail sales.
Prepare and obtain approvals for all vendor contracts in accordance with institution policies.
Assist with the management of the membership program database application which includes developing standards of use of the database in relation to membership, identifying standard conventions and new opportunities to acquire and retain members based on data trends.
Provide leadership, motivation and mentoring to staff to become champions of the membership program.
Collaborate closely with CAC Box Office staff and Operations Leadership to advance the overall goals of the membership program and ensure the highest levels of customer service for all CAC members.
Other related duties as assigned.