Senior Manager of Membership

COFAM- Corporation Of the Fine Arts Museums•San Francisco, CA

1d•$85,000 - $95,000•Hybrid

About The Position

The Senior Manager of Membership oversees high-level membership projects, including membership reporting, benefits and fulfillment, and on-site and online member experience, to maintain and grow the member households. They play a key role in supporting the planning and implementation of all membership campaigns, achieving $12M in unrestricted revenue annually. This individual is a leader in member and patron engagement, devising and executing strategies to deliver a world-class membership experience, leading to increased membership conversion and a strengthened donor pipeline. They report to the Associate Director of Membership (ADM) and oversee the Membership Supervisor.

Requirements

Bachelor’s degree from an accredited college or university, or equivalent experience.
Minimum of 4 years progressively responsible experience in museum/non-profit membership, fundraising, or related area, including at least 1 year of staff supervision.
Thorough understanding of membership/customer engagement principles, key performance indicators, and industry trends.
Demonstrated experience in managing and fulfilling benefits, deepening member/customer loyalty, and supporting revenue and retention goals.
Capacity and organizational ability to work in a fast-paced, diverse, multi-tasked environment. Ability to manage multiple work processes and projects simultaneously, and the ability to be receptive to changing priorities.
A high level of tact and diplomacy is required to work well with members, donors, volunteers, and staff at all levels.
Skilled collaborator with the ability to build and maintain cross-departmental relationships with stakeholders across the museum.
Ability to hire, train, and evaluate staff. Must possess a proficient understanding of performance improvement principles, including training, coaching, and assessment.
High level of proficiency in CRM software. Knowledge of Salesforce and/or Ticketure is preferred.
Superior communication skills, both written and in-person.
Must be able to work nights and weekends as required for membership and development events.
Knowledge of art preferred.

Responsibilities

In partnership with the ADM, develop, execute, and maintain annual and multi-year membership growth strategies. Lead data-driven reporting that leverages analytics, audience insights, and market trends to drive increased retention and acquisition growth.
Produce and maintain membership reports and dashboards to analyze program performance and use insights to inform strategic plans to achieve revenue goals. Monitor key performance indicators, including campaign response, on-site conversions, renewal rates, benefit utilization, and more.
Lead membership stewardship and engagement strategies to deliver a world-class onsite experience to all members when visiting the de Young and Legion of Honor museums.
Collaborate cross-departmentally to drive increased on-site membership sales and conversions through signage and collateral, stewardship and engagement, aligned messaging, and more.
Maximize online giving revenue across the website, ticketing systems, and other platforms.
Maintain expertise on industry standards and trends. Identify opportunities for efficiency and improvements.
Work closely with Individual and Major Giving to strengthen the member-to-donor pipeline, achieving quantifiable growth in revenue and conversions, and identifying prospects for legacy gifts.
In collaboration with Visitor Experience, oversee all Membership ticketing needs, including the development of member tickets, ticketing reports, member special-event tickets and reservations, and more.
Supervise and mentor the Membership Supervisor.
Responsible for a comprehensive customer service strategy, resolving escalated member issues, overseeing, training, and supervising Member Services Associates and the Patron Support Administrator.
Performs other duties as assigned.