Position Summary: The Membership Manager is a key member of the Development team who collaborates across the institution, working closely with colleagues in the Marketing + Communication, Curatorial, and Museum Experience departments to design strategies for benefits and stewardship, member communications, and onsite conversion. Reporting to the Chief Philanthropy Officer, the Membership Manager oversees the entire member journey, working to improve member satisfaction, deepen engagement, increase retention, and grow acquisitions. The ideal candidate cares deeply for SJMA members and their experience, is a problem solver, and has a can-do attitude. A successful candidate will be both creative and committed to a data-driven approach. Duties and Responsibilities:
- Oversee a comprehensive member engagement strategy to enhance the overall member experience and increase retention, acquisition, participation, and stewardship of members with annual contributions up to $5,000.
- Lead and refine the member benefits and onsite experience strategy. Continuously evaluate and update benefits to encourage acquisition, renewal, and upgrades. Track engagement and analyze effectiveness of benefits. Make data-driven decisions to improve the program.
- Oversee accurate processing and tracking of memberships, matching gift applications, and membership mailings, and work closely with the Development and Finance Assistant to ensure timely acknowledgements and seamless delivery of all member benefits, including digital membership cards.
- Participate in creating annual revenue goals for membership; track and reconcile monthly membership expenses.
- Manage the membership budget and regularly update the operating revenue forecast with the Chief Philanthropy Officer.
- Manage the membership telephone line, voicemail, and email account.
- Establish policies and procedures, develop strategies, and conduct regular training for the Museum Experience and Museum Store teams to ensure they have all the tools they need to sell memberships onsite successfully. Maintain visitor conversion rate reports.
- Regularly conduct surveys and focus groups and use data to improve member experience. Refresh member post-visit surveys to make more effective.
- Conceive ideas and generate copy for membership collateral via print and email-such as invitations, brochures, the monthly Membership Memo, renewal letters, and appeals. Monitor and update the content of all membership pages on SJMA's website.
- Attend all Membership, Development, and relevant public events (on-site and virtual) to support check-in, attendance tracking, member cultivation, new member recruitment, and other event support.
- Identify and flag prospects for increased giving by recognizing changes in giving patterns, wealth indicators, etc. In concert with Development colleagues, coordinate moves management and fundraising processes across membership, individual donors, and prospects to grow and develop a robust pipeline of support that integrates SJMA's lower- and mid-tier membership levels and patron-level donor groups with other departmental fundraising goals and strategic initiatives.
- With support from the Development Associate and Development and Finance Assistant, oversee maintenance of Altru, manage SJMA's donor files, and uphold SJMA's compliance and data integrity standards.
- Maintain member email lists in Mailchimp through Omatic Cloud.
- Support Development team by assisting with annual Gala + Auction as needed.
- Ensure a welcoming, inclusive, and equitable environment for a diverse group of members.
- Performs other duties as assigned.
Qualifications:
- Bachelor's degree from an accredited college or university, or equivalent combination of education and experience.
- 2-4 years membership experience, or related customer service and/or nonprofit development operations experience.
- Experience with and/or passion for museums or cultural organizations. Knowledge of art history preferred.
- Thorough understanding of membership/customer engagement principles, key performance indicators, and industry trends.
- Demonstrated experience in managing and fulfilling benefits and deepening member/customer loyalty.
- Ability to manage time-sensitive and competing priorities in a fast-paced environment.
- Skilled collaborator with strong interpersonal skills.
- Experience in training staff and a strong understanding of sales tactics.
- High level of proficiency in CRM software (preferably a Blackbaud product), standard office equipment, Microsoft Office programs, and email marketing platforms (preferably Mailchimp).
- Knowledge of Omatic Cloud a plus.
- Superior oral and written communication skills.
- Excellent problem-solving skills.
- Ability to function effectively as a team member and a willingness to participate in activities and assignments that help meet the goals of and objectives of the department.
- Sense of humor combined with commitment to personal responsibility.
- Special Requirements: Ability to work evenings and weekends as required.
Special Requirements:
- Ability to work evenings and weekends as required.
Benefits:
- Medical, dental, and vision coverage for employee and dependents
- Generous paid vacation time annually
- Generous paid Holidays and Birthdays as personal days
- 403(b) Retirement Plan with a discretionary contribution
- Professional development opportunities
- Transit Flexible Benefit Plan
- Employee Assistance Program
- Employer paid Life Insurance
- Flexible Spending Accounts
- SJMA Store Discount
About Us: The San Jos Museum of Art (SJMA) is a contemporary art museum dedicated to inclusivity, new thinking, and visionary ideas. Founded in 1969 by artists and community leaders, its dynamic exhibitions, collection, and programs resonate with defining characteristics of San Jos and Silicon Valley-from its rich diversity to its hallmark innovative ethos. The Museum offers lifelong learning for school children and their educators, multigenerational families, creative adults, university students and faculty, and community groups. SJMA is committed to being a borderless museum, essential to creative life throughout the diverse communities of San Jos and beyond. SJMA has been awarded re-accreditation by the American Association of Museums (AAM), a recognition given to just 1,106 of the nation's 33,000 museums and SJMA is one of only 78 museums accredited in California. With its mix of self-assessment, peer review, and public recognition, AAM Accreditation ensures the integrity and accessibility of museum collections, reinforces the education and public service roles of museums, and requires good governance practices and ethical behavior. SJMA has been awarded Charity Navigator Four Stars and Guidestar Platinum Transparency, noting the highest non-profit distinctions exceeding or meeting best practices and industry standards. Located near the Plaza de Csar Chavez in downtown San Jos, the Museum serves 100,000 people a year, including 30,000 school children, and is the largest provider of arts education in Santa Clara County. SJMA conducts pre-employment, post-offer background checks in accordance with state and federal law. As SJMA operates in a City of San Jose-owned building, applicants must comply with the City's COVID-19 vaccine mandate. SJMA is actively seeking individuals from diverse backgrounds. We deeply appreciate cultural, racial, and ethnic diversity, as well as different gender expressions and abilities. We encourage BIPOC, LGBTQ+, bilingual or multilingual candidates, and individuals with disabilities to apply. As an equal opportunity employer, we at SJMA highly esteem the diversity of individuals and the multitude of ideas, perspectives, insights, and values they contribute to our workplace. Due to the high volume of interest, regrettably, we cannot respond to individual applicants. If you are selected as a potential candidate, SJMA will contact you to schedule an interview. No phone calls, please. Salary Range: $60k to $85k