Membership Manager

Position Title:            Membership Manager
Service Group:          Advancement
Reports To:                Vice President of Advancement
Exemption Status:    Exempt (salaried)

Position Summary

Responsible for creating, developing and implementing the general membership of The Florida Aquarium.  Designs and directs  membership solicitation and fulfillment process and develops growth strategies, including recognition programs.  Overall responsibility of database system, including data integrity, entry and acknowledgement procedures, and all reports, lists, and mailings needed by the insitution.  Responsible for assisting in the ascending pipeline of members to donors, working closely with the Advancement team.

Essential Position Functions
·         Develops membership campaign, including membership acquisition, retention and upgrade for all membership programs
·         Develops and oversees management of the general membership and membership processing system
·         Develops and implements target marketing strategies for direct-mail programs
·         Identifies potential sources of new members
·         Participates in overall strategic planning team for entire Advancement program
·         Prepares annual membership plan and provides status reports
·         Develops and meets budget requirements
·         Creates and implements special events for members
·         Participates in general membership campaign, benefits and newsletter content with Advancement staff
·         Communicates with members and volunteers, with emphasis on recruitment, retention and service
·         Speaks or acts as aquarium representative at community, civic events and service clubs
·         Interacts positively at all levels throughout the aquarium, with community / volunteer leaders
·         Supervises all Membership Associate’s workflow
·         Delivers extraordinary customer service to all aquarium guests and internal customers
·         Other duties as assigned by manager
People Management Responsibilities
Staffing and development
·         Includes hiring, terminations, promotions, workload balancing, development and training
Evaluation and recognition
·         Establishes performance plans, conducts periodic coaching reviews and evaluates performance and merit pay increases in recognition of contributions
·         Communicates The Florida Aquarium’s purpose, vision, mission and values to all group team members
·         Creates an atmosphere of team concepts, integrity, risk-taking and empowerment
·         Assists in the development of Outcomes and Objective for the aquarium
Managing diversity
·         Ensures the commitment to equal opportunity as demonstrated through the implementation of The Florida Aquarium’s equal opportunity/affirmative action programs
·         Utilizes the potential of all team members without discrimination based on race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status

Education Requirements and Technical Skills
·         Relevant academic training, a four-year degree or commensurate experience
·         Three to five years’ experience in fund-raising/and/or attraction membership marketing
·         Direct mail experience imperative; telemarketing experience helpful
·         Knowledge of principles of fund-raising, and/or membership acquisition
·         Effective verbal and written communication skills
·         Knowledge of Microsoft Office software

·        Customer Service Orientation — Listening and understanding the customer (both internal and external) and anticipating and evaluating the customer’s needs; making the customer’s satisfaction a high priority in all areas of responsibility.
·         Teamwork — Supporting, facilitating, and participating in activities that promote team effectiveness; demonstrating sensitivity for the feelings and needs of team members and supporting team goals.
·         Planning and Organizing — Establishing a course of action with specific long-range goals for the aquarium; setting priorities among competing requirements and allocating resources in the most efficient and effective way; developing contingency plans that anticipate changes in the work environment.
·         Analysis — Obtaining relevant information and identifying key issues and relationships from a base of information; comparing data from different sources (both interactive and written); defining underlying problems or opportunities and recognizing trends; defining and structuring functions and teams based on key strategies and goals.
·         Communication (oral and written) — Effectively expressing ideas verbally and non-verbally and actively listening to individuals and groups; preparing and focusing presentations to the characteristics and needs of the audience; expressing ideas clearly and concisely in written form, through memoranda, letters, reports, and other documents.
·         Creativity — Proactively combining ideas, resources and skills in new and adaptive ways to better meet outcomes and objectives; finding new ways of positioning the aquarium worldwide as a model of excellence.
·         Coordinating — Organizes and moves a group of individuals and/or activities toward a common goal
Typical Physical Requirements
·         Sitting (6 hours per day)
·         Typing on a computer keyboard
·         Coping with demands (stresses that are associated with the job and/or the work environment so that acceptable levels of performance and overall contribution are maintained
·         More than normal talking
·         More than normal talking on telephone
·         Ability to travel (car) as needed — locally and/or nationally
·         Flexibility in working weekends and evenings