The Maritime Aquarium at Norwalk, Inc. (TMA or the Aquarium) seeks a Membership Manager, responsible for assisting in the design of and executing the overall strategy of the Aquarium’s membership program—overseeing the acquisition of new members and the retention and satisfaction of current members.

POSITION OVERVIEW

Reporting to the Director of Advancement, the Membership Manager is responsible for expanding the Aquarium’s membership portfolio, delivering member satisfaction, and achieving annual goals in line with the Agency’s strategic plan.  They will implement programs and activities to engage current members and recruit new members while also establishing policies and procedures to deliver efficient customer service. This is a hybrid position, with four days in the office and one remote day per week as planned and approved by the Director.

PRIMARY RESPONSIBILITIES

Planning and Budgeting

• In partnership with the Director of Advancement, strategize Membership growth opportunities, ensuring the Aquarium remains relevant and competitive within the marketplace; update membership offerings as needed.
• In partnerships with the Director of Advancement, establish annual membership goals (and thereby monthly and weekly allocation) for the acquisition of new members and retention of current members.
• Regularly track and report performance against goals and adjust plans accordingly.
• Oversee implementation of acquisition strategies, decreasing the cost per acquisition year-over-year.
• Design and implement annual membership communication and engagement plan—and related activities—to increase retention rate year-over-year. Activities may include, but are not limited to: welcome / welcome back communications; exclusive membership events; discounts at the Aquarium or for Aquarium programs/activities; etc.
• Identify cross-promotional opportunities to promote a cohesive brand.

Membership Operations

• Develop and deliver membership training, including effective selling techniques, to front-line staff for the recruitment and renewal of membership. Work shoulder to shoulder with front-line staff at least two hours per week to coach and support.
• Maintain, and develop, Standard Operating Procedures for membership management vis-à-vis the Customer Relationship Management database.
• Partner with the Marketing/Communications and Creative teams on the development of all membership marketing and promotional materials for acquisition and retention.
• Conduct data entry needed to record, process, report on, and maintain membership records. Partner with front-line staff to support membership record maintenance and inquiry resolution.

Customer Satisfaction

• Establish ways of working with front-line staff to effectively and efficiently respond to membership-related inquiries, internal and external. Ensure response to all within two business days.
• Serve as the primary contact for complex membership-related inquiries, internal and external.
• Establish a feedback loop to collect and analyze member feedback and experiences in real-time.
  
  

Other

• Manage complete inventory of Membership materials, incentive and SWAG
• Manage membership cultivation and stewardship activities to approved budget and plans. This will include special events outside of regular business hours.
• Support/lead special projects as requested.

QUALIFICATIONS

Work Experience

• Minimum of 3-5 years relevant and progressive experience.
• Bachelor’s degree or equivalent in Marketing or related field.
• Experience in a non-profit organization preferred.
• Demonstrated ability to conceive and manage a membership / committed giving program.
• Experience with event planning and management preferred

Knowledge and Skills

• Commitment to the Aquarium’s mission, with an appreciation for the important role that the Aquarium plays in conservation, education and the life of a vibrant community.
• Commitment to equity and social justice, and strong alignment with our organizational values.
• An attitude of creativity, innovation, confidence and entrepreneurship, with an ability to inspire and motivate audiences.
• Strong interpersonal skills across stakeholders including staff, volunteers, trustees, vendors, talent, donors and others; works well within teams, strong collaborator.
• Excellent written and verbal communication skills.
• Continuous improvement / problem solving mindset and way of working
• Proficiency with Microsoft Office Suite and experience with fundraising databases.
• Excellent organizational and project management skills.
• Strong attention to detail
• Willingness to work evenings, weekends and holidays as needed.