Membership Coordinator (Full-Time)

Job Title: Membership Coordinator (Full-Time)
Department: Membership
Reports To: Manager, Membership

Role & Level/Grade: P3/5

SUMMARY:
The Phillip and Patricia Frost Museum of Science (Frost Science) is an anchor institution serving more than 600,000 guests annually, featuring a large aquarium, a world-class planetarium and major science museum located on Biscayne Bay in the heart of downtown Miami.

The Membership Coordinator works under the Senior Director of Membership and Retail Strategy to ensure the Frost Science membership program runs smoothly. The coordinator handles the day-to-day tasks of the membership team, helps grow the community, and works to keep the museum members engaged and happy. This involves coordinating membership campaigns, maintaining clean and accurate member records, and helping plan events and communications.

ESSENTIAL Duties and Responsibilities:

• Sales: Collaborate with membership and marketing teams to plan and execute membership strategies that boost sales, retention, and support the museum’s goals. Ensure membership sales goals are met through effective tracking, outreach, and follow-through.
• CRM and Data Management: Proficiency in Tessitura CRM is imperative, as it serves as the primary membership database. This role is responsible for managing membership data entry across all channels (online, mail, phone, and on-site), as well as running and analyzing reports to track membership trends, inform strategy, and identify growth opportunities. Additionally, this role ensures that departmental schedule requests and timesheets for membership staff are submitted and approved in a timely manner.
• Fulfillment: Organize and process membership fulfillment tasks, including sending acknowledgment letters and printing membership cards on schedule. Manage the membership auto-renewal program to maximize renewals and promptly address any issues or lapsed accounts.
• Communication and Outreach: Coordinate renewal mailings and assist the Senior Director of Membership and Retail Strategy with designing and launching special membership solicitations. Schedule email solicitations and manage other membership communications through the CRM and museum channels. Answer member phone calls, emails, and web inquiries with friendly, high-quality service. Create and analyze member surveys to gather feedback and improve the membership experience.
• Member Engagement: Plan and support a series of member engagement activities and events throughout the year, both at the museum and off-site. Create signage and promotional materials related to membership benefits and events to make sure members feel valued and informed.
• Representation: Represent the Frost Science membership program at museum events and off-site programs, serving as an ambassador to current and prospective members.

EDUCATION and/or EXPERIENCE

• Bachelor’s degree in marketing, public relations, or a related field; or equivalent combination of education and experience.
• At least two years of experience in a comparable role, or equivalent combination of education and experience.
• Preferred: experience in sales, customer service, marketing, or with a membership-based organization or non-profit.

Knowledge, Skills, and Abilities:

• Experience working with Tessitura CRM (the primary membership database) or another integrated Customer Relationship Management system is a requirement.
• Strong written and verbal communication skills with a friendly, approachable style and a good sense of humor.
• Proficiency in Microsoft Word, Outlook, and Excel.
• Exceptional attention to detail and strong organizational skills.
• Aptitude for troubleshooting and resolving database or membership-related issues.
• Initiative to improve processes and drive efficiency.
• A genuine guest-focus and commitment to excellence in all interactions.
• Flexibility to work evenings, holidays, and weekends as needed for events and special programs.
• Ability to supervise volunteers and other support personnel when needed.
• Adherence to the established policies and procedures of the museum.
• Fluency in English (oral and written) required; bilingual in Spanish a plus.
• Perform other duties as assigned.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is often required to sit, talk and listen. The employee is occasionally required to walk; use hands and fingers to feel, handle, or operate objects, tools, or controls; and reach with hands and arms.

The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those as employee encounters while performing the essential functions of this job. Work is usually done indoors in a climate-controlled environment and usually quiet.

CLEARANCE REQUIREMENTS

• Background clearance
• Drug screening as part of the Drug Free Workplace Program