Membership Manager

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 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 officestrengthen 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 systemsCRM eCommerce/CMS and membership related ticketingfrom 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.

Core Activities:

• 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 expectationsnot 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.

Preferred Knowledge Skills & Abilities (KSAs):

• Bachelors 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 Aquariums Core Values

Physical Requirements to Perform Essential Job Functions:

• Typical office equipment
• Constant sitting standing walking bending
• Occasional unassisted lifting up to 50 lbs

• Typical office environment main aquarium and exhibits occasional offsite events

Annual Compensation Range:

$84600-$104000 USD annually. Starting rate will vary based on previous experience and relevant skills/knowledge set.

Required Experience:

Manager