Manager, Membership and Annual Fund

Isabella Stewart Gardner Museum•Boston, MA

1d•$80,000 - $90,000•Onsite

About The Position

The Manager, Membership and Annual Fund (MMAD, “the Manager”) runs the Museum’s vibrant membership program, warmly stewarding current members and developing and implementing creative strategies to increase member acquisition, renewal, and retention. The MMAD is the primary representative of the Museum’s membership program and should embrace the front-line, donor-facing aspect of the role. This position supervises the Membership Associate and the Membership Assistant to ensure accurate and timely fulfillment of gift processing, acknowledgements, and member requests. As a team, they work cross-departmentally to ensure membership goals are met or exceeded, and Member satisfaction is closely monitored. The Museum is seeking an analytical, creative, and strategic thinker with excellent writing and verbal communications skills; demonstrated project and team management experience; sharp attention to detail; and a collaborative, flexible, and opportunistic approach to assisting in the fulfillment and advancement of the Gardner Museum’s mission.

Requirements

Bachelor’s degree or equivalent combination of education and relevant experience.
5+ years of experience managing a revenue generating membership or subscription program.
Demonstrated experience developing and managing budgets.
Supervisory experience.
Excellent command of the English language through verbal and written communication.
Proficiency in Microsoft Word, Excel, and Google Drive.
Experience managing CRM (Customer Relationship Management) platforms.
Ability to work independently and as part of dynamic teams.
Flexibility to work weekends, evenings, and holidays as required.
Commitment to advancing the ISGM’s strategic initiatives.
Legal authorization to work in the United States.
Satisfactory background check.

Nice To Haves

Museum and/or non-profit experience.
Experience with Tessitura is a plus.
Proven track record of effectively building and maintaining relationships across different demographics.

Responsibilities

Responsible for all aspects of a ~$1.2M membership program that includes Individual Memberships (currently ~8,700 households), a Museum Pass Program for libraries, and University Memberships.
Manages and directly contributes to the generation of revenue in member sales, sustains and builds strong member retention, and develops strategies and tactics to acquire, upgrade, renew, and reacquire members.
Responsible for the development and implementation of all aspects of the Annual Fund Program, raising up to $150K annually from a growing base of donors
Oversees planning and execution of all member benefit fulfillment and “member-only” programs and events (exhibition openings, member tours, membership pre-sales for ticketed events, appreciation days, virtual offerings, and upper-level member events) to attract new members and engage existing members.
Oversees and executes all concepts and content for membership communications, working closely with staff across departments and outside vendors.
Responsible for analysis, reporting, and the protection of the integrity of membership constituent data (Tessitura). Compiles, analyzes, and delivers monthly membership reports.
Seeks or creates new opportunities for promoting membership sales.
Maintains and advocates for on-site presence of Membership at the Museum, including training and motivating staff to increase membership purchases.
Instrumental to building customer journeys with Marketing.
Listens to and learns from members, working to improve overall member satisfaction through a variety of continuous improvement tools such as integrated online chat/feedback, surveys, feedback forms, and direct dialogue.
Cultivates a pipeline for annual giving and patron level donors and supports donor cultivation events as needed.
Manages annual Membership and Annual Fund budgets.
Performs other relevant duties as assigned by the Associate Director.