The Morton Arboretum is a world-renowned nonprofit organization dedicated to protecting and growing trees locally and globally. We are seeking an experienced membership sales manager to join our team to build sales and enhance customer service at the Member Services Desk and the Welcome Cart, on the Membership Hotline, and through our members email account. The successful candidate will be energetic, innovative, efficient, and able to balance the onsite management of the sales team along with other responsibilities to build revenue. You’ll be part of a very special front-facing team working together to make the Arboretum exceptional.
Position Summary: Manage daily operations of membership sales team engaged in on-site, phone, and email interactions at the Member Services Desk, Welcome Cart, and remote locations. Manage the on-site sale of new and renewing membership sales, the upgrading of current memberships, the sale and renewal of gift memberships, and on-site and telephone customer service issues. Ensure members and member prospects receive the highest level of customer service and serve as an advocate for members and the membership program across the organization.
Build capacity of on-site sales through strong management of the Member Services Desk operations and staff by creating, implementing, and evaluating on-site sales promotions and providing superior customer services to members, donors, and visitors.
Ensure the delivery of excellent customer service on-site, over the phone, via the membersmail email account and at member events as required. Manage and resolve on-site and online customer complaints and issues. Use customer service feedback and data to inform future strategic direction of the on-site membership program.
Lead Membership Sales Assistants, Associates, and Associate Lead as well as multiple membership volunteers. Duties include recruitment and selection, scheduling and job assignments, performance feedback, and recognition and staff development and training in keeping with the Arboretum’s policies and procedures.
Develop and facilitate sales and customer service training for the sales team to maintain and deliver outstanding service and ensure welcoming, friendly, and helpful interactions on-site, on the phone, and via the members email account.
Oversee all aspects of on-site sales following sound financial control procedures. Meet revenue goals for on-site sales, including new acquisitions, renewals, re-activations, gift memberships, and upgrades, and work with the Director of Membership to develop and manage budget for the on-site sales function in the membership program.
Collaborate with the Development Operations team in the timely and accurate processing of new and gift memberships, upgrades, and renewals.
Collaborate with Visitor Services to ensure adherence to membership sales and renewal policies across their department to help maximize front-desk efficiencies through ongoing communication and coordination of responsibilities.
Identify, analyze, report, and troubleshoot issues with point-of-sale system. Notify and follow through with Information Technology and Development Operations.
Provide support for member events and other member/donor stewardship activities.
Other duties as assigned.
Qualifications: Bachelor’s degree strongly preferred. 4+ years experience in a customer service and sales environment with prior cash- and credit-handling as well as sales reconciling experience required. Supervisory experience required. 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. Conversational Spanish highly desired.
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 multiple salespeople and 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 and significant cash. 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: Visitor Center, office environment, and occasional outdoor settings.
Equipment: General office equipment, point-of-sale system, two-way radio, Cushman cart.
Schedule: Position requires working at least one weekend per month and occasional evening hours. Ability to flex hours when necessary to ensure appropriate coverage at the Member Services Desk and on the Membership Hotline.
For full consideration, please include resume and cover letter with application. Apply here: www.mortonarb.org/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.