Director of Membership

Description

At the Monterey Bay Aquarium, we are passionate about creating an inclusive workplace that celebrates and values diversity. We firmly believe that having a team of diverse backgrounds and voices, working together, increases our capacity to serve our visitors and fulfill our mission. We welcome people from all walks of life into our team and strongly encourage people of color, LGBTQ+ individuals, veterans, and people with disabilities to apply.

Lead all aspects of the Aquarium’s Membership department and program. Develop annual and multi-year strategies to grow membership and revenue, set revenue goals, develop integrated work plans and communications, and oversee the implementation of initiatives to meet or exceed goals. Perform other duties as required.*

* Please note that both a cover letter and resume are required alongside your application for this position.

• Develop multi-year strategies to grow the Membership program and meet or exceed revenue goals.
  • Develop annual and long-range program and revenue goals.
  • Develop annual and multi-year strategies and work plans, including KPIs to measure progress and results.
  • Lead the strategy development of multi-channel campaigns for membership acquisition, reinstatement, and renewal.
  • Lead internal and external partnerships and strategy development; oversee implementation and outcomes.
• Oversee the execution of and direct member engagement, cultivation, and stewardship strategies, including ongoing strategic assessment of member services, benefits, events, and communications to strengthen retention and lifetime value.
• Provide strategic oversight of Membership back-office operations, including resource planning, successful implementation of all membership efforts, gifts fulfillment, and high-quality member engagement and services.
• Provide strategic oversight of the onsite (in-person) member experience and membership sales efforts, driving visitor-to-member conversion and delivering elevated service experience for members and donors at the Aquarium. Oversee operations for onsite membership team and service points, including membership desk, member entry/line, and the donor lounge. Build and sustain strong partnership with Guest Experience leadership and teams to align priorities, enhance service delivery, and improve the member and donor experience onsite.
• Manage Membership team; lead regular team meetings, one-on-one meetings with direct reports, and conduct annual performance reviews, including goal setting, coaching, and professional development planning.
• Develop and manage strategic engagement and partnerships with internal and external partners/work groups, such as Guest Experience, Marketing, Animal Care, etc., to build strong and effective relationships and collaborations. Work with the Marketing team to obtain regular market research and share with development division leadership team.
• Develop and oversee member- and donor- centric copy across membership appeals, emails, website, digital efforts, and print communications that drive engagement, renewals, and increased giving. Introduce and test new messaging and program ideas to keep the program fresh and responsive, incorporating member feedback and insights. Partner with Development team to align messaging, strategy, and member/donor journeys.
• Lead membership analytics and performance reporting, translating internal and industry trends into strategic insights and recommendations that guide decisions across all areas of membership campaigns and initiatives. Develop and deliver executive-ready reports and presentations for senior leadership, the Board of Trustees, and key stakeholders.
• Lead the annual Membership department budgeting and building the expense budget. Oversee budget management and forecasting, participate in budget planning meetings, and ensure the program operates within acceptable cost percentage.
• Provide strategic leadership for the Membership and Development CRM and CMS platforms, leading migration and driving continuous improvement to optimize functionality that strengthen and support program goals, data integrity, enhanced user experience, and…