Membership Manager

Prismhr Hire; East Norwalk (CT); On-site; USD 55,000 - 75,000; Full time

Job summary

Stepping Stones is seeking a Membership Manager to lead the museum's membership program, driving growth and deepening engagement with visitors and members through proactive outreach in person, by phone, and virtually.

The role requires designing a comprehensive strategy, managing day-to-day inquiries, and developing benefits that increase value while collaborating with Development, Marketing, and other teams to elevate the membership experience.

Qualifications

• Bachelor's degree or equivalent experience.
• Experience in membership or visitor services.
• Familiarity with CRM systems and data management.
• Strong written and verbal communication.
• Strong project management and execution skills.
• Cross-department collaboration experience.

Responsibilities

• Design and implement a comprehensive strategy to expand membership and build lasting relationships with current and prospective visitors.
• Serve as the primary representative of the Membership department, handling day-to-day inquiries and engaging with visitors at the front desk, during museum experiences, and at member appreciation events.
• Develop innovative membership benefits and experiences that increase value and member satisfaction.
• Collaborate with the Development team to identify opportunities to upgrade members to higher membership levels and annual giving.
• Partner with the Marketing and Development teams to develop membership collateral, social media content, website content, and e-communications.
• Develop, promote, and document best practices and policies for museum membership.
• Maintain accurate member records and oversee membership fulfillment, including acknowledgments, renewals, and member cards.
• Analyze attendance, membership, visitor satisfaction, and engagement metrics, and prepare reports for senior leadership.
• Exercise sound judgment, discretion, and professionalism when researching and communicating information in a data-driven environment.
• Act as an ambassador and actively share information within area communities to raise awareness of the museum and to drive visitation.
• Represent Stepping Stones as a highly respected educational resource and effectively share the vision, mission and strategy in a variety of settings.

Skills

CRM systems

Communication

Project management

Team collaboration

Data analysis

Education

Bachelor's degree

Tools

Blackbaud CRM

Job description

Position Overview

The Membership Manager leads the Stepping Stones membership program, driving growth, deepening engagement, and turning visitors into lifelong members. The professional in this role is responsible for the design and implementation of a comprehensive strategy to expand membership and build lasting relationships with current and prospective visitors. The Membership Manager serves as the primary contact for Membership, handling day-to-day inquiries and engaging proactively with visitors and members in person, by phone, and virtually.

This is a full-time position of forty (40) hours per week and requires schedule flexibility, including occasional evenings, weekends, and holidays to support museum operations, experiences, and events as needed.

Position Responsibilities

• Design and implement a comprehensive strategy to expand membership and build lasting relationships with current and prospective visitors.
• Serve as the primary representative of the Membership department, handling day-to-day inquiries and engaging with visitors at the front desk, during museum experiences, and at member appreciation events.
• Develop innovative membership benefits and experiences that increase value and member satisfaction.
• Collaborate with the Development team to identify opportunities to upgrade members to higher membership levels and annual giving.
• Partner with the Marketing and Development teams to develop membership collateral, social media content, website content, and e-communications.
• Develop, promote, and document best practices and policies for museum membership.
• Maintain accurate member records and oversee membership fulfillment, including acknowledgments, renewals, and member cards.
• Analyze attendance, membership, visitor satisfaction, and engagement metrics, and prepare reports for senior leadership.
• Exercise sound judgment, discretion, and professionalism when researching and communicating information in a data-driven environment.
• Act as an ambassador and actively share information within area communities to raise awareness of the museum and to drive visitation.
• Represent Stepping Stones as a highly respected educational resource and effectively share the vision, mission and strategy in a variety of settings.

Minimum Qualifications

• Bachelor's degree or equivalent experience.
• Prior experience in membership, visitor services, or a related field.
• Working knowledge of CRM systems (Blackbaud preferred) and experience managing constituent data and records.
• Excellent written and verbal communication skills, with the ability to clearly and persuasively articulate the museum's mission and case for support to members, visitors, colleagues, and external audiences.
• Strong project management, problem-solving, and execution skills.
• Experience working collaboratively across departments and teams.