Now Hiring - Via Aquarium - Membership Manager in Charleston, SC

Full description of the position

Job Summary: The Membership Manager is responsible for the design and implementation of a comprehensive membership program that includes acquisitions, renewals, programming and systems. The Membership Manager will achieve strong growth in acquisitions and retention; will develop and implement programs and events to create member engagement and loyalty; conduct ongoing market research to continually improve the membership offering; and be responsible for continuous system and process improvements to create the best guest experience and an efficient work environment. Contribute to the development, implementation and promotion of membership communications. * Essential Functions: * Manage the Aquarium's Membership Program and develop annual and long-term strategies to meet organizational goals. In collaboration with Marketing & Strategic Communications, conceptualize and implement successful campaigns and promotions that include acquisitions, renewals to retain and recruit members and promote gift membership purchases. * Manage the annual operating budget for membership programs, ensuring revenue goals are met while managing expenses. Develop emerging ideas and trends to identify additional opportunities for revenue and membership growth. * Strive for continual improvement of the program through market research, audience listening, industry benchmarking. * Work closely with Marketing & Strategic Communications on all membership materials; and ensure appropriate representation within the Aquarium and around the community. * Guide the Membership Coordinator in cultivating member interest and retention by organizing and hosting education programming and member events. Create and plan overall member programming in collaboration with the Membership Team, other departments and external partners. * Works collaboratively with the Membership Program Coordinator, IT, Guest Services, and Advancement Services Coordinator to ensure data health in Altru. Ensure that regular system and report audits are run; and corrective measures are taken. Assist in the development of new necessary reports. Continually assess and make recommendations to continually improve processes and improve system efficiency and efficacy. Participate fully in the vetting and implementation of any new platforms. * Ensure that essential membership business process documentation is compiled and updated. * Work collaboratively with Marketing & Strategic Communications to develop appropriate content for member e-blasts, Membership Facebook page, and the member magazine. * Manages the Membership Program Coordinator. Provide guidance on all areas of work including program, event and project management and planning. Identify growth opportunities and ensure skills and talents are being fully utilized. * Act as back up to the Membership Program Coordinator during times of high volume and during days off. * Assist with membership customer service issues, as necessary, and respond to membership inquiries in a timely fashion. * Other Duties and Responsibilities: * Develop a fluent understanding of Aquarium programs. Support the mission by participating in Aquarium sponsored programs and events on a regular basis. Assist with the promotion of the organization in the community. Represent the Aquarium at public events and functions. * Maintain a customer service demeanor at all times. * Work with the Marketing & Strategic Communications to ensure consistent organizational branding. * Adhere to the South Carolina Aquarium Policies and Procedures. * Other duties as requested * Knowledge, Skills and Abilities: * Strategic and creative thinker with the ability to implement new programs and offerings; exceed sales goals and continually strive for improvement. * Proficiency with Microsoft Word, Excel, Outlook, and Blackbaud's Altru is preferred. * Experience with Silverpop or MyEmma (email communication) is desired. * Experience planning and implementing programs and events * Experience managing others * Excellent verbal, written communication, presentation and interpersonal skills. Be able to deal with a variety of customer service issues with maturity and professionalism. * Must be a detail and goal oriented, enthusiastic individual able to exercise independent judgment in completing tasks, prioritizing, and meeting deadlines. * Demonstrated organizational skills; able to manage multiple projects and move quickly from one to another while maintaining thorough records. Ability to be flexible and balance competing priorities. * Education and Experience Required: Bachelor's degree in communications, marketing or a related field, and 3+ years related experience in managing a successful membership program is desired. * Licenses & Certifications Required: * Valid Driver's License * Supervision of Others: * Membership Program Coordinator * Membership Associate * Physical Requirements: Requires average walking, standing, bending, stooping, and crouching, sitting, kneeling, computer tasks and phone usage; should be able to lift/carry at least 50 lbs. * Hazardous Requirements: N/A * Working Conditions: 100% normal office environment. Requires occasional travel, weekends, late nights, contact with customer, outside vendors and the public.