Membership & Center Lead (Evenings/Weekends)

Colonial Group; St. Louis (MO); On-site; USD 60,000 - 85,000; Full time

Job summary

Missouri Botanical Garden seeks a Contact Center Supervisor to lead phone and email-based patron support for tickets, memberships, donations, and event registrations across three sites. You will develop and implement staff training, scheduling, and documentation to ensure high-quality member experiences and CRM proficiency.

The role focuses on driving membership conversions, cross-selling, and revenue opportunities, while coordinating with leadership to rollout new programs and events.

Qualifications

• Minimum of two years in non-profit, arts/culture, box office, customer service or sales.
• Prior supervisory experience with scheduling, managing and motivating a customer-facing team.
• Fundraising or membership experience strongly preferred.
• Experience with Tessitura or a similar CRM, fundraising database, or ticketing system.
• Ability to communicate effectively at all levels; comfortable with the public.
• Ability to work in a fast-paced, high-volume environment and manage escalated issues.

Responsibilities

• Supervise Contact Center staff handling tickets, memberships, donations, and events.
• Develop staff schedules and training plans; ensure quality standards.
• Maintain up-to-date procedures and documentation for CRM and phone systems.
• Lead initiatives to improve membership conversions, upgrades, and cross-selling.
• Escalate complex issues and coordinate with other departments as needed.
• Provide coverage for calls and emails as needed; support major events.

Skills

Communication

Collaboration

Accountability

Problem Solving

Stewardship

Leadership

Education

Bachelor’s degree in Business/Communications/Nonprofit

Tools

Tessitura CRM

Freshdesk

Cuseum

Phone systems

Job description

Missouri Botanical Garden seeks a Contact Center Supervisor to lead phone and email-based patron support for tickets, memberships, donations, and event registrations across three sites. You will develop and implement staff training, scheduling, and documentation to ensure high-quality member experiences and CRM proficiency.

The role focuses on driving membership conversions, cross-selling, and revenue opportunities, while coordinating with leadership to rollout new programs and events.