Membership Manager

Stepping Stones Museum for Children; East Norwalk (CT); On-site; USD 60,000 - 75,000; Full time

Job summary

Stepping Stones is seeking a Membership Manager to lead the museum's membership program. You will design and implement a comprehensive strategy to grow membership, deepen engagement, and convert visitors into lifelong members, while serving as the primary contact for all membership inquiries.

In this full-time role, you’ll collaborate with the Development, Marketing, and Operations teams to create compelling benefits, manage member records, and analyze engagement metrics to guide leadership

Qualifications

• Bachelor’s degree or equivalent experience.
• Experience in membership or visitor services.
• Experience with CRM systems (Blackbaud preferred) and managing constituent data.
• Excellent written and verbal communication; ability to articulate the museum's mission.

Responsibilities

• Design and implement a strategy to expand membership and build lasting relationships with visitors.
• Serve as the primary Membership representative at front desk, museum experiences, and events.
• Develop member benefits and experiences to boost value and satisfaction.
• Collaborate with Development, Marketing, and other teams to create collateral and communications.
• Maintain member records and fulfillments, including renewals and member cards.
• Analyze attendance and engagement metrics and report findings to leadership.
• Represent Stepping Stones to raise community awareness and drive visitation.

Skills

CRM systems

Communication

Project management

Collaboration

Education

Bachelor's degree or equivalent experience

Tools

Blackbaud

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 development 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