Member and Audience Services Manager

WHYY; Philadelphia (Philadelphia County); On-site; USD 60,000 - 90,000; Full time

Job summary

WHYY is seeking an experienced Manager to oversee Member Services in Philadelphia. You will lead a team handling inbound calls and emails from members and the public, elevating member satisfaction and retention through best-in-class service.

Responsibilities include guiding communications from the Member Services Department, maintaining processes, and back-up coverage as needed. You will partner with Gift Processing, CRM and eCRM teams to improve workflows, produce reports, and drive department

Job description

Job Details: Level: Management, Job Location: HQ - Philadelphia, PA, Position Type: Full Time, Education Level: 4 Year Degree, Salary Range: Undisclosed, About WHYY

About WHYY

WHYY serves the Philadelphia region with trusted journalism, eye-opening storytelling and intimate local arts programming. Our curiosity and commitment to this community is what drives our programming. It’s also what drives our hiring.

Below you’ll find an employment opportunity in the fast-paced setting of the Philadelphia region’s leading public media provider. The award-winning professional staff of WHYY sets the bar high in television, radio and online. Whether it’s preparing a program to air or a behind-the-scenes role in support, all positions are vital to continuing—and growing—our impact in our community.

WHYY offers a voice to those not heard, a platform to share everyone’s stories, a foundation to empower early and lifelong learners and a trusted space for unbiased news. Learn more about our Social Responsibility Program. It’s how we live.

About the Role

Manage staff that provides customer service to WHYY members and the public through our in-bound phone system and email communications. Set the standard for member satisfaction in all things. Exemplify the belief that enriched member experiences increase engagement, which drives Member retention and builds our audience.

Take responsibility for all communications sent out by the Member Services Department, including: emails, inbound and outbound phone calls, acknowledgements, recapture efforts, Sustainer anniversary emails, MemberCards and Gift Memberships, Employee Membership notifications, Passport support emails, and others. Take responsibility for and ensure maintenance of other department operations, including: tracking team productivity, maintaining stationary inventory, processing Billy Penn checks, etc.

Provide exemplary customer service for all incoming requests from members, listeners, viewers and the public.

MAJOR DUTIES AND RESPONSIBILITIES

Team Management

• Recruit, hire, and mentor a team of Member Services Associates so they are well versed in public media and how to interact with our community while providing best-in-class service.
• Monitor the inbound phone system and email inboxes and report on agent activity and production.
• Produce and analyze daily, weekly, monthly and yearly reports, pertaining to customer interactions and create new Member Services processes as needed based on efficiencies in workflows.
• Ensure adequate phone coverage and timely email responses at all times. When necessary, serve as back-up MAS agent.
• Develop and maintain tools for increased agent efficiency, including: email templates, training documents, contact sheets, etc.
• Serve as primary contact for agent questions and research necessary information for team both preemptively and on request.
• Lead trainings (team-wide or individual) to ensure consistent and proficient handling of tools and processes within the department. Develop appropriate training materials.
• Encourage professional development within the department and within the organization when appropriate. Respond to agent interests and future goals, working to bridge these with departmental needs and find opportunities.
• Maintain contact with other departments in the organization to be aware of current programs, services, membership offers and other activities that may lead to customer service questions or new procedures.

Departmental Communications/Tasks

• Oversee communication processes from implementation of the data flow from our CRM through sending and receipt of responses.
• Ensure sending of weekly, monthly, and annual communications. These include: General acknowledgement letters and emails; gift Membership acknowledgements; Billy Penn check acknowledgements; IRA acknowledgements; recapture letters, emails and texts; invoice letters; ACD recapture letters; gift processing follow up letters; MemberCard re-prints; Sustainiversary emails; employee Membership emails and communications; Feedback log and other production reports or data extractions as needed.
• Collaborate with Gift Processing, CRM and eCRM providers, and other internal departments to troubleshoot and maintain current communications and other tasks. Develop new procedures/tasks/communications to resolve issues or improve workflows.
• Maintain stationary inventory for printed communications, including envelopes and inserts.
• Keep communication copy and digital elements up to date, making improvements as needed.

Revenue Goals

• Work with Director of Member Communications to understand departmental revenue goals. Set individual goals for MAS agents, responding to their current performance and coaching for improvement.
• Serve as project manager on special projects that generate membership opportunities, when necessary, handing all aspects from creation, to implementation, to reporting on results.

Systems Improvement

• Work closely with Gift Processing, CRM and eCRM providers, Web Development, Design, Marketing and other internal departments to provide perspective of Member Services Department during all relevant cross-departmental discussions.

Represent and advocate for needs of Member Services department and of staff.

• Other administrative duties as assigned.

Qualifications

Education: College degree or the equivalent knowledge gained through experience. Familiarity with multimedia organizations.

Experience: A minimum three-year history of management or supervisory experience is required and a minimum of five years in customer service and/or call center environment is essential. Acute knowledge of Excel, Word, Power Point and database processing is essential. Keen expertise of public media programming is required.

Technical Skills: Must be computer literate, fluent with Excel and Word, and have a strong ability to understand the mechanics of a database. Up-to-date knowledge of all modern communication methods, and experience working within a chat environment is a plus. Excellent oral and written communication skills are a must.

*A cover letter is required to be considered for this role.