Membership Manager

Tennessee Aquarium•Chattanooga, TN

15h•Onsite

About The Position

The Membership Manager develops and implements strategies to grow and manage the Tennessee Aquarium’s membership program, which generates approximately $3 million in annual revenue. The position oversees membership acquisition, retention, benefits, and engagement strategies to achieve revenue goals and maintain high member satisfaction. The Membership Manager supervises the Membership Support Specialist and works with guest-facing, facility rental, marketing, and graphics teams to support membership operations, events, communications, and engagement initiatives. The role is performed primarily on-site in an office environment, with occasional activities throughout Aquarium facilities and participation in corporate meetings and events. The typical schedule is Monday through Friday. Evening, weekend, and holiday work may be required as necessary for events. The position is full-time and salaried, starting at $60,000 per year, commensurate with education and experience.

Requirements

Minimum of three years of management or leadership experience.
Strong supervisory, leadership, and staff development skills.
Ability to handle multiple projects in a fast-paced environment.
Strong organizational and time management skills.
Experience working with various databases and software.
Proven data analysis skills.
High-level oral and written communication and interpersonal skills.
Ability to work effectively as part of a team.
Bachelor’s degree in business, marketing, non-profit management, or a related field, or an equivalent combination of education and relevant experience, is preferred.

Nice To Haves

Experience leading a membership program at a zoo, aquarium, museum, or similar non-profit entity.

Responsibilities

Identify, develop, and implement membership acquisition and retention strategies to meet or exceed membership revenue and attendance objectives.
Develop and implement campaigns for lapsed and targeted memberships.
Use CRM and ticketing systems for membership reporting and budgeting, including monthly financial summaries, reconciliations, data analysis, member surveys, and campaign ROI evaluation.
Monitor systems to help maintain the accuracy, integrity, and security of member data.
Work with guest-facing departments to create on-site opportunities to upgrade admission to membership.
Serve as a resource for resolving operational and service issues.
Supervise the Membership Support Specialist, including hiring, training, coaching, performance management, and delegation of administrative responsibilities.
Develop an annual calendar of programs, promotions, and events that deepen member engagement.
Work with Facility Rental to execute member events, providing leadership on strategy, branding, member communications, and event themes.
Create and execute member communications, including email copy, letters, and other written content, to support membership revenue objectives.
Oversee the monthly renewal and acknowledgement process, including budgeting and ordering materials.
Delegate refunds, data cleanup, mailings, and other administrative tasks to the Membership Support Specialist.
Work cross-functionally with marketing and graphics teams to promote member engagement initiatives through content creation and outreach via social media, web, and traditional media.
Uphold the Tennessee Aquarium’s core values, service standards, and mission.