Join the South Carolina Aquarium family located along the pristine Charleston Harbor Located along the pristine harbor in the heart of historic Charleston, the South Carolina Aquarium has been inspiring visitors for over twenty years. From our over 5,000 animals to our award-winning education team, from the Sea Turtle Care Center™ to our conservation programs protecting local species, visitors are struck with awe and inspiration as they journey through all our exhibits, representing the mountains to the sea of South Carolina.
About the South Carolina Aquarium
- We are a nonprofit 501(c)(3) organization and an accredited member of the Association of Zoos and Aquariums with a mission to inspire conservation of the natural world by exhibiting and caring for animals, by excelling in education and research and by providing an exceptional visitor experience.
- We invite you to join the #1 visitor attraction located in one of the Top Cities in the World (Conde Nast, 2021).
Job Summary:
- The Membership Manager is responsible for the design and implementation of a comprehensive membership program that includes acquisitions, renewals, programming and systems.
- The Membership Manager will achieve strong growth in acquisitions and retention; will develop and implement programs and events to create member engagement and loyalty; conduct ongoing market research to continually improve the membership offering; and be responsible for continuous system and process improvements to create the best guest experience and an efficient work environment.
- Contribute to the development, implementation and promotion of membership communications and marketing; and provide leadership and oversight to the membership team.
Essential Functions:
- Manage the Aquarium's Membership Program and develop annual and long-term strategies to meet organizational goals. In collaboration with Marketing & Strategic Communications, conceptualize and implement successful marketing strategies, tactics and promotions that include acquisitions, renewals to retain and recruit members and promote gift membership purchases.
- Manage the annual operating budget for membership programs, ensuring revenue goals are met while managing expenses.
- Strive for continual improvement of the program through market research, audience listening, industry benchmarking. Stay atop of ideas and trends to identify appropriate opportunities for revenue and membership growth.
- Work closely with Marketing & Strategic Communications on all membership materials; and ensure appropriate representation within the Aquarium and around the community.
- Guide the Membership Program Coordinator in cultivating member interest and retention by organizing and hosting education programming and member events.
- Create and plan overall member programming in collaboration with the Membership Team, other departments and external partners. Provide support and guidance for larger member events including Sea Turtle Guardian Spring Social, Charter Member Night and Fish or Treat.
- Systems and Processes.
- Accountable for data health, effective and efficient processes, and meaningful intelligence to guide decisions.
- Works collaboratively with the Membership Team, Guest Services, Business Intelligence, Customer Service Center and Advancement to ensure best use of a centralized system.
- Continually assess and make recommendations to continually improve processes and improve system efficiency and efficacy. Membership currently utilizes the Blackbaud Altru ticketing system. Participate fully in the vetting and implementation of any new platforms.
- Participate and help support the implementation of new platforms.
- Ensure that essential membership business process documentation is compiled, updated and shared.
- Accountable for ensuring excellent cross departmental communication and relationships
- Manage the Aquarium's Sea Turtle Guardian and Adopt-an-Animal Programs. Continually assess relevance and effectiveness.
- Develop strategies to continually grow these programs and steward these donors.
- In collaboration with Advancement, identify prospects and opportunities to encourage upgrades to giving societies.
- Work collaboratively with Marketing & Strategic Communications to develop appropriate content for member e-blasts and membership Facebook page.
- Manages the Membership Program Coordinator and Membership Associate. Provide guidance on all areas of work. Identify growth opportunities, mentor and ensure skills and talents are being fully utilized.
- Act as back up to the Membership Program Coordinator and Membership Associate during times of high volume and during days off.
- Assist with membership customer service issues, as necessary, and respond to membership inquiries in a timely fashion.
Other Duties and Responsibilities:
- Develop a fluent understanding of Aquarium programs. Support the mission by participating in Aquarium sponsored programs and events on a regular basis. Assist with the promotion of the organization in the community. Represent the Aquarium at public events and functions
- Maintain a customer service demeanor at all times
- Work with the Marketing & Strategic Communications to ensure consistent organizational branding
- Adhere to the South Carolina Aquarium Policies and Procedures.
- Other duties as requested
Direct Reports:
- Membership Program Coordinator
- Membership Associate
Knowledge, Skills and Abilities:
- Strategic and creative thinker with the ability to implement new programs and offerings; exceed sales goals and continually strive for improvement.
- Proficiency with Microsoft Word, Excel, Outlook, and Altru is preferred.
- Experience planning and implementing programs and events
- Experience managing others and building a strong culture
- Excellent verbal, written communication, presentation and interpersonal skills. Be able to successfully handle a variety of customer service issues with maturity and professionalism.
- Must be a detail and goal oriented, enthusiastic individual able to exercise independent judgment in completing tasks, prioritizing, and meeting deadlines. Strong project management skills.
- Demonstrated organizational skills; able to manage multiple projects and move quickly from one to another while maintaining thorough records. Ability to be flexible and balance competing priorities
- Proven success in understanding and improving the customer journey
Working Conditions:
- Office environment with opportunities for some remote work
- Occasional need to work weekends and nights
- Occasional need to lift and transport supplies between buildings and to support event set up
Experience Required
- Education and Experience Required: Bachelor's degree in communications, marketing or a related field, and 3+ years related experience in managing a successful membership program is desired.
Perks
- Full Time Benefits
- Generous PTO
- Reciprocity Pass Program
- Amazing Culture...for real!
Salary
- $50,000 - $55,000
