The North Carolina Arboretum, a a 434-acre public garden affiliated with the University of North Carolina featuring indoor and outdoor exhibits, educational activities, plant-centered research and economic development programs, is seeking a Membership Manager.
The Membership Manager is directly responsible for managing the recruitment, acknowledgement, fulfillment of benefits, renewal, and stewardship of The North Carolina Arboretum Society (TNCAS) members. Working in cooperation with the Membership Department and other departments, the Membership Manager oversees a variety of membership projects including member events, digital campaigns, on-site membership sales, plus digital correspondence and website presence as it relates to communicating and cultivating members. They should have knowledge of Blackbaud Altru or similar customer relationship software and analytical skills to assess membership performance and identify means for growing the program and revenue. They will serve as the organizational lead on constituent management and membership health.
Working in cooperation with the Membership Department and other departments, the Membership Manager oversees a variety of membership projects including member events, digital campaigns, on-site membership sales, plus digital correspondence and website presence as it relates to communicating and cultivating members. They should have knowledge of Blackbaud Altru or similar customer relationship software and analytical skills to assess membership performance and identify means for growing the program and revenue. They will serve as the organizational lead on constituent management and membership health.
Develop, Implement and Lead Membership Strategies
The Membership Manager will develop and implement strategies for retention of existing members of The North Carolina Arboretum Society (TNCAS) as well as the recruitment and cultivation of new members. This will include campaigns for member upgrades and regular solicitation of member feedback. Acting as the primary contact of TNCAS members by responding to member inquiries in a timely and efficient manner, the Manager will provide excellent customer service to the membership base and general public via telephone, email, postal mail and in person. This role will coordinate customer service efforts including answering questions, reconciling records and processing membership requests as needed. Careful facilitation, analysis and reporting of membership feedback will be used to strengthen the program and enhance the membership experience using industry-wide best practices. Events and campaigns will be developed, coordinated and implemented by the Membership Manager including behind-the-scenes experiences, member-only ticketed events, and other member events as necessary. The Manager will lead, guide and train employees, interns, and/or volunteers performing related membership work and will work collaboratively with the management team on adopting and implementing organization-wide systems using institutional strategic goals as a guide.
Data Driven Decision Making and Management
The Development area is the department responsible for the customer relationship management software, ALTRU by Blackbaud, despite other units that utilize aspects of the system. The Membership Manager serves as a lead staff person for the ALTRU and implementation of database best practices, with membership as a priority area of focus. The Manager is responsible for using the software to track revenue, membership count and work collaboratively with other departments to ensure that useful and timely reports are produced. The manager will use industry best practices to ensure data integrity, account maintenance, repots, dashboards, workflows and other routine tasks in coordination with ITS and other departments.
The Membership Manager will work with Marketing to conceive, plan and manage multi-channel strategies for the cultivation, acquisition and renewal of memberships. Externally, this includes drafting content for the member newsletter and email marketing campaigns and promotions. Brochures, cards and other core membership materials should be updated and printed in a timely fashion. Internally, the Manager will work with other departments to set annual goals and identify opportunities and strategies to increase membership base and revenue.
Ad Hoc Duties
As situations arise, other duties will be assigned to this role as necessary. The Membership Manager is expected to work with all Arboretum program areas to ensure a smooth delivery of guest and member service.
Competencies, Knowledge, Skills and Abilities Required in this Position
The Membership Manager should have a good working knowledge of database management, quality control, data input requirements and report/query techniques within a database system. Experience with ALTRU or a similar customer relationship software in reporting, ticketing and fundraising systems. Familiarity with Wordpress, proficiency in Microsoft Office applications and the ability to work with sensitive and confidential information with discretion is required.
Exceptional project management skills and a positive attitude is needed. A demonstrated ability to meet deadlines is necessary as well as the ability to handle and prioritize simultaneous requests. A self-motivated creative thinker is needed with strong problem-solving skills and strong attention to detail.
Member Relations and Communication
Well-developed interpersonal skills and demonstrated ability to provide outstanding member service internally and externally is required. The ability to understand oral and written instructions, read printed words and numbers accurately and deliver excellent member service is required. Interpreting membership program policies and procedures to both the member and administrative staff is necessary. Composing and delivering information in multiple formats to team members is required. The Manager provides and supports personalized treatment of upper level members and their donations through both oral and written communications.
This position must be able to manage laterally and upwards using excellent interpersonal, verbal and written communication skills. Assists with the scheduling and supervision of team members as well as with the day-to-day flow of the department. Competencies associated with supervisory roles are necessary such as problem solving, conflict resolution, performance management, coaching and talent management.
Typically working in an office environment, this role will also be working occasionally in outdoor and garden spaces with uneven terrain. The ability to lift 25 lbs. or more occasionally is also required.
Education and Experience Required
Graduation from college in a related field (marketing, communication, hospitality, etc.) from an accredited college or university. Minimum five years membership related experience, ideally in membership and/or development (acquisition, retention and upgrades) as revenue streams.
Applications must include resume, cover letter and reference material submitted via the link: https://uncgacareers.northcarolina.edu/postings/70782
Hiring salary range: $40,000 - $43,000