Membership Coordinator

Museum Hue; Boston (MA); Hybrid; USD 48,000; Full time

Job summary

A dynamic organization seeks a Membership Coordinator to manage its membership programs, focusing on acquisition, retention, and member engagement. The role involves customer service, event coordination, and collaboration across departments to enhance membership experiences. Ideal candidates possess strong administrative skills, are detail-oriented, and have a passion for community engagement. Join a dedicated team at the ICA and contribute to fostering a diverse and inclusive environment.

Benefits

Health, dental and vision insurance

Disability/life insurance

Flexible spending accounts

403(b) retirement plan

Paid time off

Qualifications

• Experience with customer service and administrative tasks.
• Two years of administrative experience, preferably in a museum environment.
• Proficient in MS Office, especially Excel and Word.

Responsibilities

• Serve as the primary membership customer service contact.
• Oversee the onsite membership sales process.
• Implement and manage membership retention strategies.

Skills

Customer Service

Interpersonal Skills

Attention to Detail

Project Management

Education

Associates Degree or equivalent work experience

Tools

MS Office Suite

Tessitura

Job description

Position Title: Membership Coordinator
Department: Membership
Reports to: Senior Membership Manager

Position Status: Full Time Salaried Non-Exempt, At Will

Overview: The Membership Coordinator is responsible for advancing and executing the ICA Membership department’s stewardship, acquisition, renewal, and retention campaigns to ensure continued growth of our membership program and achieve our financial goals. This role utilizes project management, copy writing, database and advanced customer service skills to support and grow the ICA’s membership program. This position will also be responsible for successfully maintaining, enhancing, and executing the ICA’s +1 Teen/Youth membership program and the University membership program. Some nights and weekends are required.

The Membership Coordinator contributes to a culture of collaboration, community, and respect while embodying the principles of ICA’s Quality of Service and centers the work of Diversity, Equity, Accessibility, Inclusion, and Belonging in all areas of their work.

Working at the ICA

• All ICA employees are required to reside in Massachusetts and within a reasonable commuting distance from our Seaport location as of their first day of work.
• The ICA offers the flexibility of a hybrid work week, which averages three days a week onsite for employees who are eligible to work remotely (subject to change, and at managers discretion).

Responsibilities
Membership customer service

• Serve as the primary membership customer service contact, providing exceptional customer service to ICA Members for all inquiries concerning the membership program.
• Work with Visitor Services Associates (VSA) to resolve routine on-site member concerns. Log and communicate membership concerns and suggestions; recommend and implement improvements to the member experience.
• Serve as lead Membership representative during special events such as First Fridays, exhibition openings, and member tours.

Membership sales and fulfillment

• Oversee the onsite membership sales process, train new VSA staff, manage the staff incentives program and work with VSA team to ensure new memberships are entered correctly and efficiently into Tessitura.
• Assist with entering, posting and processing general membership gifts in ICA’s arts enterprise software system, Tessitura; work with Development Database Administrator for donation transactions, and Visitor Services Supervisor for onsite and web transactions as needed.
• Monitor, process and fulfill Gift Membership purchases online and onsite.
• Work with Development Database Administrator to record all incoming membership gifts, maintain files of daily postings and provide accurate deposits to Staff Accountant.
• Maintain constituent records, adding new constituents, process address changes and biographical changes in Tessitura.

Membership stewardship and cultivation

• Assist to conceive, implement, and manage the logistics, preparation and onsite execution of ICA member events, working with Special Events staff as required.
• Develop and implement incentive offers to increase membership participation and engagement (giveaways, shopping days, guest passes, special discounts, etc.), in an effort to improve retention results.

+1 Membership program

• Oversee, maintain, and grow the +1 membership program through community partnerships, cross-departmental collaboration, and marketing and communications efforts aimed at deepening engagement and expanding audiences for the +1.
• Maintain +1 member records, adding new constituents, process address changes and biographical changes in Tessitura.
• Working with the Senior Membership Manager, pull constituent lists and manage the +1 membership fulfillment process (digital membership card and welcome communications).
• Check the +1 membership inbox and respond to all inquiries concerning the membership program in a timely fashion; coordinate with Marketing colleagues to respond to queries on social media.
• Coordinate with the Visitor Services team on executing and improving the process for on-site +1 membership sign-ups and the distribution of the +1 welcome gift for new members.
• Develop a content schedule and strategy for +1 digital communications, working with colleagues in Education and Marketing to obtain information on upcoming events and opportunities for +1 members.
• Manage the development of +1 membership communications: creating text and content, pulling the appropriate constituent list, building the communications in our email software, and managing the review and approval process for these communications.
• Develop text and content for additional +1 membership communications as needed, including print collateral and promoted posts on social media.
• Assist the Marketing team on photo shoots and media opportunities related to the +1 program.

University membership

• Coordinate and maintain the university membership program: Send annual renewal letters to current members; build relationships, grow the program, and update new and existing members about the opportunities and benefits of the university membership program; and develop and maintain communications to increase the engagement and participation of university members.
• Track university membership participation for renewal of current university members and to identify new prospects.
• Serve as the lead ICA representative at university-organized events promoting university membership to students and other university constituents.
• Additional duties as directed by management.
• Occasional evenings and weekend work required to facilitate member events

Qualifications:

• Associates Degree or equivalent years of work experience.
• Ideal candidate will have two years of administrative experience preferably in a museum environment
• Position requires excellent customer service, interpersonal and communication skills both oral and written with emphasis on editing, data entry, and attention to detail.
• Candidates should be highly organized and possess the ability to manage multiple projects and deadlines.
• Possess experience working with and maintaining confidential data.
• Must be proficient with MS Office Suite, Excel and Word, Windows, internet, and email literacy.
• Prior experience working in or familiarity with an arts enterprise software or CRM database a plus.

Physical Requirements:

• Prolonged periods of remaining stationary, and working on a computer.
  Must be able to exchange accurate information with members, staff, vendors, and other constituents.
• Ability to move about in the office to access files, printers, etc.
• Ability to lift up to 15 pounds, pushing and pulling, keyboarding and gripping.
• Ability to see, listen and talk in person, over the telephone and computer, and understand printed materials

This is not necessarily an all-inclusive list of position-related responsibilities, duties, skills, efforts, requirements or working conditions. While the above is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

The ICA offers an excellent benefit package that includes health, dental and vision insurance, disability/life insurance, flexible spending accounts, 403(b) retirement plan, and paid time off.

Starting Salary: $48,000.00 Annual

Starting compensation is based on meeting minimum qualifications.

Each ICA position has a job grade based on the position’s evaluated job responsibilities, required education and experience, needed skills to perform the job, and professional knowledge.

The position’s grade and respective compensation range is determined by the position’s overall responsibilities, including decision making, supervisory/management requirements, resource management and budgeting duties.

Compensation is ultimately determined by the scope of the position and responsibilities, the candidate’s relevant experience, and internal equity, with starting salaries typically falling in the lower half of the compensation range.

How to Apply:

Interested candidates should send a resume and letter of interest to [e-mail] and [e-mail]. When applying, please include “Membership Coordinator” in the subject line.

The ICA is located at 25 Harbor Shore Drive, Boston, and is accessible by public transportation Red and Silver Line.

Other Locations:

Seaport Studio ICA Watershed

100 Pier 4 Blvd. 256 Marginal Street

Boston, MA 02210 Boston, MA 02128

The ICA values building a pluralistic workforce to foster a culture of collaboration, community and respect. We are committed to hiring talented, creative and qualified candidates from all backgrounds.

As an Equal Opportunity Employer, the ICA is committed to being a diverse and inclusive workplace. We are dedicated to fair employment practices for all individuals, adhering to all non-discrimination laws. The ICA is committed to providing access and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

To request reasonable accommodation (as defined by the ADA) to participate in the job application or interview process, contact [e-mail] or 617-478-3171.