Hybrid Membership Manager bei North Carolina Museum of Art Foundation

Description

The Membership Manager supports the Advancement and Membership Department through the coordination of membership marketing, fulfillment, donor acknowledgment, member benefits, and data reporting. Requires proficiency in donor database systems (preferably Tessitura). The position plays a key role in assisting the Director of Annual Giving in the development, review, and administration of member benefits. Must carry out excellent customer service and maintain strong professional and collaborative working relationships internally.  

Key Responsibilities:

Administration

• Manage fulfillment of all member benefit packages, working with related vendors, including the ongoing maintenance of the digital member card platform and renewal of reciprocal benefit programs with other national Museum organizations. 
• Coordinate monthly membership renewals. Activities include segmentation of data, analysis of results, and incorporating new concepts to increase renewal rates and average gifts, including automation of digital mailings, adaptation of appeal language based on audience data, and upgrade opportunities. 
• Monitor and update Tessitura acknowledgment letters quarterly or as current events may dictate, in collaboration with the Gift Processing team.
• Work with Gift Processing team to ensure memberships are processed in a timely manner.
• Create custom reports and letters for a variety of departmental activities: event attendance reports; weekly acknowledgment letters; upgrade/downgrade member information; reports to other departments as needed.
• Review “Entitlement” offerings quarterly to reflect current benefits and collaborate with Stewardship Department to implement.
• Assist with periodic checks of the data to ensure information is accurate.
• Work with Director of Annual Giving to forecast membership-related projects and engage internal collaborating departments accordingly across both campuses in Raleigh and Winston-Salem.

Marketing 

• Design and execute comprehensive appeals for membership acquisition, retention, and upgrades, as guided by the Director of Annual Giving and in collaboration with the Marketing Department.
• Lead the development and execution of membership plans, including engagement opportunities that deepen the member experience.
• Manage membership printing supplies related to marketing and budget plans.
• Review and revise all membership-related collateral and assets on annual basis, updating as needed to reflect any changes in membership levels, prices, benefits, and tax deductibility.

Member Experience 

• Assist in the frontline engagement of members during hosted stewardship and cultivation events.
• Support frontline operations and Visitor Experience Department during peak times in support of the overall member experience.
• Guide and support the refresh of the “Contemporaries” affiliate Member group and related programming.
• Work creatively both within and outside membership team to develop engaging opportunities for NCMA members at both the Raleigh and Winston-Salem campuses that underscore the philanthropic impact and “value-add” benefits of membership.

Management and Team Collaboration

• Supervise the Membership Associate, delegating projects as appropriate and ensuring quality customer service to all Members who contact the NCMA membership Department.
• Provide mentorship and leadership to Membership Associate, with clear communication of priorities and weekly tasks and accurate project forecasting monthly. 
• Participate in biweekly prospect strategy meetings with other Gift Officers, ensuring that leadership level Members receive effective stewardship and cultivation prior to the annual renewal process and coordinating combined invoices when needed for Members supporting multiple initiatives within the NCMA.

Requirements

• Minimum of 3 years’ museum, university or nonprofit experience, preferably in advancement or membership. 
• Working knowledge of Tessitura is preferred, but other donor database experience will be considered.
• Working main Museum business operating hours and occasionally assisting with member and donor evening events.
• Excellent written and verbal communication skills and the ability to interact clearly and effectively with both internal and external customers.
• Skills in establishing, maintaining, and deepening effective working relationships with coworkers, donors, members, staff, and the public. 
• High attention to detail. 
• Taking ownership and pride in responsibilities. 
• Ability to work proactively and in anticipation of needs, with awareness of Museum events that drive Member engagement and interest.
• Superior customer service skills. 

Organizational Expectations

• Ensure discretion with confidential information. 
• Maintains courteous, helpful and professional behavior on the job. Will support the success of the entire team by promoting a collaborative work environment. 
• Consistently contributes to problem-solving and cooperates with identified resolutions.
• Commitment to collaboration and cross-departmental communication, with awareness of the importance of securing “buy-in” from necessary stakeholders.

Essential Physical Functions

• Ability to lift 20 lbs. throughout the day
• Ability to sit or stand for long periods of time

Core Competencies

• Ethics & Integrity - Ability to maintain social, ethical, and organizational norms, firmly adhering to the codes of conduct and ethical principles set forth for all NCMA employees through direct and honest communication with colleagues and clients, follow through on commitments, and ability to build confidence and respect.
• Customer Service - Thorough appreciation of the importance of listening to and understanding our members, donors, supporters (both inside and outside the organization); anticipating needs; giving high priority to our constituent’s needs and concerns.
• Teamwork & Collaboration - The ability to work well with others, putting needs of group above needs of self when necessary.
• Communication- Ability to understand and gain understanding from leadership, peers and subordinates as well as communities served.
• Initiative - Actively attempts to influence events to achieve goals through self-starting rather than passive acceptance and takes action beyond what is necessarily called for to achieve goals.
• Accountability - Accepts full responsibility for oneself and for one’s contribution as a team member.
• Objectivity - Ability to make decisions and take actions without prejudice, motive or conflict.
• Results Oriented - Ability to prioritize goals and allocate time and resources accordingly to achieve those goals when faced with competing priorities.
• Project Management - Ability to anticipate, direct and energize others, creating commitment among team members regarding project milestones, resource requirements, timelines, and measures of success.