Job Title: Membership Manager
Industry: Nonprofit
Employment Type: Direct Hire
Location: Phoenix, AZ (Hybrid: M-T in office, F remote)
Compensation: $60,000–$80,000 annually
Work Schedule: Monday–Friday, 8:00 AM to 5:00 PM
Why This Role is Open: Growth
Start Date: As soon as the right candidate is identified
Interview Process: Single on-site interview, followed by an offer
Key Responsibilities
- Develop strategies, policies, and standards to manage and grow the organization’s membership program, focusing on retention, acquisition, and recapture of memberships.
- Create and manage the annual membership expense budget, ensuring cost-effectiveness and alignment with organizational goals.
- Design and execute member-exclusive benefits, events, and activities to enhance perceived value and foster engagement.
- Oversee direct sales activities, reporting, acknowledgments, and timely delivery of member benefits and services.
- Provide outstanding, personalized customer service across various channels (in-person, phone, digital) to support membership retention and upgrades.
- Collaborate with marketing teams to create and evaluate promotional campaigns across multiple platforms, including email, social media, and direct mail.
- Partner with analytics teams to maintain and leverage the membership database for data-driven strategies.
- Manage and coach a dynamic team, including Guest Sales and Services (GSS) associates, ensuring cross-training for versatility in roles such as ticket sales, retail, and information desk support.
- Act as a frontline leader to instill a positive, customer-focused culture.
- Monitor and report on membership sales performance, identify opportunities for growth, and drive the team to meet attendance and revenue goals.
Qualifications
- Minimum of 2 years of full-cycle membership management experience, including retaining, acquiring, and recapturing members.
- Familiarity with customer relationship management systems (CRM), preferably Tessitura.
- Proven project management skills with the ability to juggle competing priorities and meet deadlines.
- Exceptional verbal and written communication skills.
- Experience in financial planning and departmental-level reporting.
- Demonstrated ability to work both independently and collaboratively.
- Creative problem-solving skills with a customer-focused mindset.
- Outgoing personality with the ability to engage guests of all backgrounds and ages.
Additional Benefits
- Hybrid work schedule with a focus on work-life balance
- 21 paid days off annually (including holidays, birthdays, and vacation)
- 15 days of accrued sick leave
- 12 weeks of paid family care leave
- Annual incentive plan of 4% of base salary
- Professional development opportunities
- Comprehensive medical, dental, and vision insurance
- Life and long-term disability insurance
- Employee Assistance Program
- 401(k) retirement plan with employer match and safe harbor contributions
- Complimentary family membership to 600+ partner institutions
- Free admission to local attractions through an exchange program
