Membership Program Coordinator

Description
The Membership Program Coordinator is responsible for expanding the Lighthouse’s membership programs, delivering member satisfaction, and achieving annual goals in line with the organization’s strategic plan and annual budget. He/she will implement programs and activities to engage current members and recruit new ones while also establishing policies and procedures to deliver efficient customer service. Ongoing membership tasks include membership growth, recruitment, retention and engagement. It is critical to the role to have an eye toward the overall goal of developing members into contributing donors who support the museum through multiple financial streams.

PRIMARY RESPONSIBILITIES:

1) Planning and Budgeting
• In partnership with the Development & Grants Manager, strategizes membership growth opportunities, ensuring the Lighthouse remains relevant and competitive within the marketplace.
• Establish annual budget goals for membership relating to the acquisition of new members and the ongoing retention of current members. Prospects include memberships, membership renewals, and Museum guests.
• Regularly track performance against goals and adjust plans accordingly.
• Oversee implementation of new member strategies; identify cross-promotional opportunities to promote a cohesive brand.
• Design and implement annual communication and engagement plan—and related activities—to increase retention rates annually. Activities may include, but are not limited to: welcome/welcome back communications; exclusive membership events; partnerships, and member discounts at the Lighthouse or for Lighthouse programs/activities.
• Provide monthly financial reports and dashboard information to the Development & Grants Manager.

2) Membership and Legacy Operations
• Manage all functions of the membership including information requests, processing paperwork, applications and renewals, maintaining membership records including correcting errors in the membership database, collecting membership data and statistics, and coordinating with finance department to track revenue.
• Develop and deliver membership trainings, including effective selling techniques, to front-line staff for the recruitment and renewal of memberships.
• Partner with the Marketing Staff on the development of all membership marketing and promotional materials.
• Work with Development & Grants Manager and marketing team on a membership marketing plan, including Member Preview invitations, general solicitations, promotions, and special event promotion.
• Plan and implement lively and engaging member activities in coordination with Development, Education/Interpretation and Curatorial teams- including but not limited to previews, behind the scenes, and other activities designed to encourage growth in membership.
• Write copy for invitations, monthly membership emails, promotional materials, and membership related events for the Marketing staff as needed.
• Maintain, and develop, Standard Operating Procedures for membership management vis-à-vis Igloo and/or TAM.
• Ensure membership information and documentation is properly managed, including the Donor Perfect database, CRM software, hard copy files, and correspondence.
• Conduct all data entry needed to record, process, report on, and maintain membership records.

3) Customer Satisfaction
• Serve as the day-to-day contact for membership inquiries, both internal and external. Respond to all in a timely fashion.
• Establish a feedback loop to collect and analyze member feedback and experiences real-time.
• Oversee membership processes including all gifts, memberships, in-kind gifts; produce acknowledgements and tax receipts.

4) Other
• Manage complete inventory of Membership materials, incentive and SWAG
• Manage activities to approved budget and plans.
• All staff assist with phones; answer, screen, and forward incoming calls.
• Participate in site shifts and other on-site duties
• Support/lead special projects as requested; perform other duties as assigned.

Requirements:
QUALIFICATIONS

• Minimum of 3-5 years relevant and progressive experience.
• Bachelor’s degree or equivalent in Arts Administration, Marketing, Museums Studies or related field.
• Experience in a non-profit organization preferred.
• Demonstrated ability to conceive and manage a membership/committed giving program.

Knowledge:

• Previous experience with Customer Relationship Management software (CRM) such as Donor Perfect.
• Knowledge of attracting and retaining members and customers; comfortable building external relationships with members and community partners.
• An attitude of creativity, innovation, confidence and entrepreneurship, with an ability to inspire and motivate audiences.
• Experience speaking to major stakeholders, particularly volunteers, trustees, vendors, donors and others is preferred.
• Protect donor information by following the Donor’s Bill of Rights.

Skills:

• Strong interpersonal skills; excellent written and verbal communication skills; ability to work well within teams, strong collaborator.
• Continuous improvement/problem solving mindset and way of working
• Proficiency with Microsoft Office Suite, Constant Contact, Canva and social media; experience with fundraising databases required.
• Excellent organizational and project management skills; exceptional writing, editing, and proofreading skills.
• Strong attention to detail; self-starter; adaptable, flexible; and ability to work in fast pace environment
• Willingness to work evenings, weekends and holidays as needed.
• Commitment to the Lighthouse’s mission, with an appreciation for the important role that the Lighthouse and Museum plays in the research, conservation, and education of St. Augustine’s history.

Essential Functions/Physical Requirements:
The duties above indicate the essential functions of this job. Physical requirements are those in an office environment. Must be able to climb the lighthouse tower and perform required site guest safety duties for periods of 2.5-3 hours or as needed. Able to maneuver and carry up to 25lbs.

To apply please use the following link: https://jobapply.page.link/UdwDk