The Morton Arboretum is a world-renowned nonprofit dedicated to protecting and growing trees locally and globally. We are seeking an experienced membership manager to join our team as the Membership Programs Manager responsible for leading the project management of all membership programs (excluding membership sales and the mid- and higher-level philanthropic donors). The ideal candidate will help secure support through our direct mail, email, and online efforts in acquisition and retention and will partner with the Membership Sales Manager to maximize onsite sales efforts and upgrades from the Morton levels to mid-tier levels of support. Morton Arboretum membership supports the future for trees, advances leading scientific and conservation research, supports educational programming for adults and children, and preserves the Arboretum's plant collections across 1,700 acres of enhanced landscapes. You’ll be part of an incredible team working together to make the Arboretum exceptional.
Position Summary: Manage daily operations of membership programs, projects, and outside vendors and partners engaged in direct mail marketing, membership fulfillment and renewals, email communications program, and telemarketing activities. Ensure members receive the highest level of customer service, and serve as an advocate for members and the membership program across the organization.
Develop and implement member acquisition strategies including direct mail campaigns, holiday and gift membership campaigns, and upgrade campaigns using data and research for maximized success.
Develop and implement effective retention strategies including a mail and email program, calling program, and any associated incentives using segmentation to best advantage.
Lead partnerships with external vendors and partners for fulfillment, renewals, and upgrades.
Ensure the delivery of superior customer service to members and donors. Manage and resolve customer complaints and issues as they arise from Membership projects and programs. Use customer service feedback and data to help inform future strategic direction of membership programs.
Oversee designated membership programs and projects following sound financial control procedures. Partner with Membership Sales Manager to meet revenue goals for acquisitions, renewals, re-activations, gift memberships, and upgrades; and work with the Director of Membership to develop and manage the expense budget for program and project functions in the membership program.
Collaborate with the Development Operations team for appropriate coding, tracking, and report generation for membership acquisition, renewal, and upgrade campaigns and to ensure the long-term integrity of member data. Work with Development team to foster greater member engagement and increase giving by members through annual fund, planned gifts, and tribute gifts.
Support modeling and segmentation to achieve maximum giving and engagement to build the donor pipeline. Work with appropriate departments to track, gather, and manage data to ensure a higher success rate for attracting, engaging, and retaining the membership base.
Collaborate with Marketing and Communications on website and other program promotions as needed.
Ensure the fulfillment of all defined member benefits annually including the implementation of retention initiatives, specific member events, Perennial Partner events, and other member/donor stewardship activities.
Supervise the Membership Assistant. Duties include recruitment and selection, scheduling and job assignments, performance feedback, recognition, and staff development and training in keeping with the Arboretum’s policies and procedures.
Other duties as assigned.
Qualifications: Bachelor’s degree preferred. 4+ years’ experience in a membership, customer service and sales environment. Excellent customer service skills and verbal and interpersonal communication skills, both in person, in writing, and over the phone, required. Experience using database and point-of-sale systems, with prior experience using Raiser’s Edge, Salesforce, or ACME ticketing and Point of Sale software preferred. Proficient with Microsoft Office and Google applications essential.
Success Factors: Strategic thinker. Strong problem-solving skills. Ability to listen and interact well with a variety of people demonstrating courtesy and patience. Ability to manage tasks simultaneously, problem solve, and both supervise and work well in a team environment. Dependable, accurate, flexible, with the ability to handle sensitive information, including credit card information. Must demonstrate a high level of interest in and commitment to the programs and mission of The Morton Arboretum. Ability to embrace and operate in line with our employee core values to take ownership, work together, keep learning and make the Arboretum exceptional.
Physical Demands and Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Physical Demands: Requires some physical activity: limited lifting and carrying (up to 20 lbs.), standing for extended periods, and walking.
Work Environment: Office environment, and occasional outdoor settings.
Equipment: General office equipment, point-of-sale system, two-way radio, Cushman cart.
Schedule: Position requires occasional weekend and evening hours.
For full consideration, please include resume and cover letter with application.
All Arboretum employees will be required to be fully vaccinated against COVID-19 and provide proof of that status in order to maintain their employment.
The Morton Arboretum is a champion of diversity, supporting a culture of inclusion that attracts, inspires, and engages people to achieve success. The Arboretum is committed to hire and develop employees based on job-related qualifications irrespective of race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, or veteran status. To increase diversity in professions related to the public garden realm, we encourage applications from underrepresented minorities, persons with disabilities, and veterans.
The Morton Arboretum is dedicated to complying with our obligations as an equal opportunity/affirmative action employer. All applicants are guaranteed equal consideration for employment.
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