Assistant Manager, Member Experience

Woodruff Arts Center employees play an integral role in creating and supporting great art and education initiatives at the nation’s third largest arts center. Comprised of three Art Partners—Alliance Theatre, Atlanta Symphony Orchestra and High Museum of Art—there’s a role for everyone at The Woodruff.

Reports to:

Associate Director, Membership

FLSA:

United States of America (Exempt)

Employment Status:

Regular/Full time

POSITION SUMMARY
The Assistant Manager of Member Experience contributes to the success of the High’s 40,000 household membership program by overseeing members-only events, benefits, and premiums, campaign support as well as communications with active members. This position is responsible for managing the Assistant Manager of Membership and works closely with the Manager of Guest Relations.
•    30% Members-only Events & Tours
•    25% Communications
•    25% On-site Member Experience

Work Schedule

Monday – Friday, 9am – 5pm (occasional nights and weekends required for special events)

ESSENTIAL DUTIES AND RESPONSIBILITIES

Members-only Events and Tours

• Develop and execute events that connect members with the Museum, including exhibition previews, docent-led tours, and member appreciation events
• Steward Patron+ general members through an array of special events to increase renewal/ upgrade rates and encourage additional gifts
• Oversee Young Professionals programming

Member Communications

• Plan quarterly calendar of members-only communications
• Work with Marketing Department to keep weekly member e-newsletters exciting and relevant
• Ensure consistency and accuracy of membership copy in print/email communications and on the High’s website
• Create content for HMA Member Magazine, including benefits features and event announcements
• Work with Creative Services to create printed invitations/materials and digital assets for member communications
• Manage the execution of revenue-generating campaign emails (renewals, High Impact Fund, Acquisition, Gift Membership)

On-site Member Experience & Sales

• Work closely with the Guest Relations Manager to promote on-site sales and conversions
• Create strategies for increasing member visitation, providing excellent customer service, and improving membership satisfaction
• Oversee signage, printed marketing materials, and other on-site initiatives
• Encourage in-shop membership sales in collaboration with Museum Shop managers

Campaign Support

• Serve as lead on Annual Fund Campaigns: work with Associate Director of Membership and outsourced consultants to create winter and spring direct mail campaigns; oversee creation and distribution of emails; collaborate with Database Manager and Membership Operations Manager on list creation, tracking, and reporting; test new methods to increase donations
• Assist Associate Director of Membership with the selection and tracking of premiums

Miscellaneous

• Design and distribute surveys to members to assess benefits, satisfaction, and intent to renew
• Other duties as assigned by the Associate Director of Membership

Qualifications

Education and Experience

• Bachelor’s degree from a four-year college or university; Master’s degree preferred
• Experience in museum membership is required (5 years or more is desired, with a minimum of three years strongly suggested)

Skills and Abilities

• Well-developed writing and interpersonal communications skills, attention to detail, and excellent organizational skills are a high priority
• Experience in using fundraising software for prospect and contact management strongly preferred (Familiarity with Tessitura a plus)
• Ability to succeed in a fast-paced, dynamic environment is essential
• Ability to motivate and create enthusiasm among staff