Member Experience Coordinator

Position Summary and Highlights:

The Member Experience Coordinator oversees member benefits, events, programs and other experiences to support the acquisition and retention of members of the Museum of Fine Arts, Houston, with annual membership contributions up to $1,850. This individual is a leader in member engagement, devising and executing strategies to deliver a premier experience to members, leading to increased visitor-to-member conversion, improved retention, and a strengthened donor pipeline. They report to the Senior Manager of Membership and hold a key position in the Membership and Guest Services Department, as they are integral to deepening the connection to the Museum for approximately 60,000 members and to creating a diverse slate of experiences that inspire individuals to join and remain a member.

Responsibilities and Typical Duties:

• Creates and delivers world-class experiences that cultivate a community of members, deepening member engagement and loyalty to the Museum. Ensures that all member programs and events are welcoming and inclusive of a diverse audience that primarily lives in the Greater Houston area.
• Develops and maintains a strong knowledge of the Museum’s collections, exhibitions, and offerings to inform their plans for creating an engaging member experience. Connects with the Museum’s Curatorial and Learning and Interpretation Departments, among others, to identify and create programmatic content that aligns with timely exhibitions and installations.
• Orchestrates all logistical elements for programs and events, including but not limited to:
• • Annual Members Holiday Party
  • Exhibition Preview receptions and lectures
  • Monthly premium event series “Nights at the MFAH”
  • Upper-level programs: ArtSmart and Behind the Scenes
  • Saturday Members Tours
  • Family Art-Making workshops
• Drafts text and submits requests to the Museum’s Graphics Department to create all collateral, printed and digital, to support each member event and program. This includes invitations, on-site signage, event handouts, graphics to support web listings, and other visual materials.
• Writes and submits member event and program listings for publications, emails, and website. Makes basic use of the Museum’s CRM (Tessitura) for regular reporting about program attendance and ticket sales.
• With Guest Services and under management of the Senior Manager of Membership, helps to oversee the Members Lounge by maintaining supplies and supporting the Lounge Associates, who act as “concierges” in the space. Influences the operations with a goal of providing a positive environment to members who visit the Lounge during their Museum visit. Creates ways for members to utilize the Lounge such as engagement prompts, reading materials, and activities for children. Manages the budget for all supplies in the Lounge.
• Develops programs and events for Art Crowd, the membership group for individuals age 21-40. Delivers a lively experience for each event, which includes but is not limited to private exhibition or collection access, a reception, music, and art-making. Develops and leverages relationships with local community groups and peer non-profits to attract new members.
• Works with the Senior Manager of Membership in support of the University Partnership Program, which provides free admission to local college students through nominal dues paid by participating schools. Develops materials and supplies them to the schools to distribute directly to students to encourage Museum visitation. Tracks visits for each school and reports on them. Creates and spearheads plans for an annual College Week.
• Works with the Senior Manager of Membership to offer members a selection of valued perks annually as a part of “Member Appreciation Month.” Tracks usage and feedback to assess value.
• Contracts and liaises with local vendors in a timely manner, maintaining regular and clear communication of expectations, policies, logistics, and payment.
• Completes all tasks within budget, and tracks all expenses to ensure they are within budget and paid in a timely manner
• Develops staffing needs for programs and events. Works with volunteers and colleagues across supporting departments to ensure that all programs and events run smoothly and provide a positive experience for guests.
• Regularly speaks publicly with professionalism, confidence, and warmth to effectively: provide comprehensive event briefings to frontline staff from Guest Services and Security; present at semiregular departmental meetings and trainings; and address large groups of event attendees to offer welcome, direction, and guest speaker introductions.
• Works closely with Development staff who oversee the Annual Fund, Leadership Circle, and Patron Groups to enhance the member-to-donor pipeline, achieving quantifiable growth in revenue and conversions, and helping to identify prospects for other giving groups at the Museum.
• With the Senior Manager of Membership, ensures that the types of programs and events offered are aligned with stated benefits across all membership levels.
• Remains informed about event and program trends at cultural organizations, both local and across the U.S. Stays abreast of local music talent, programming for specific demographics, and recommends new concepts that align with objectives.

Skills, Knowledge and Abilities:

• Commitment to providing outstanding customer service at all levels, at all times
• Strong writing, editing and verbal communication skills, including public speaking
• Must be tactful and diplomatic to effectively interact with members and co-workers in other areas of the Museum
• Strong organization skills combined with vision, creativity and an entrepreneurial spirit
• Strong project management skills
• Must be a self-starter; must be enthusiastic, tactful, and professional
• Ability to be energized by contact with the public and various departments within the Museum
• Able to manage a budget and maintain detailed records of invoices, expenses, and event income
• Attention to detail and follow-through
• Professional appearance and conduct
• Must be able to work nights and weekends as required for membership programs, events, and other opportunities.

Education and Experience:

• Bachelor's Degree in a related field or a combination of education and related work experience in a full-service consumer, hospitality, membership, or development/fund-raising environment
• 3+ years experience working in a cultural organization or member-serving institution
• Demonstrated fluency in MS Office suite

Highly Preferred Candidate:

• Ability and desire to infuse creativity, innovation, and fun into each day
• Advanced knowledge and understanding of meeting and event planning principles, requirements and procedures
• Driven and results oriented with a desire to “make it happen”
• Passion and interest in visual art
• Fluency in Spanish
• Basic understanding of CRM software, ideally Tessitura; has familiarity with ticketing, working within a constituent record, and reporting.

Working Conditions and Physical Demands

Work will be performed in varied and wide-ranging indoor environments and conditions. Physical demands are minimal but may vary.  Should be able to lift up to 25 pounds in tandem with colleagues. Work may involve extended sitting and computer use. Evening and weekend work may be required.

Regular attendance on campus required with limited or intermittent telework options available.

About the MFAH

The MFAH is an organization comprised of 600+ employees and 1,000+ docents and volunteers. The museum is more than 100 years old and ranks nationally among the top 10 art museums in exhibition space, memberships, endowments, and attendance, with 1M visitors annually. Our multifaceted institution includes multiple gallery buildings, a sculpture garden, two art schools, three eateries and two house museums for decorative arts. The encyclopedic collection numbers more than 70,000 works of art in a wide range of media.

Equal Opportunities for All

At the MFAH, we believe that diversity, equity, accessibility, and inclusivity are fundamental to our organization. We welcome all candidates whose experience has prepared them to contribute to our organization and our pledge for workplace diversity, inclusion, and excellence.

Our commitment to our policy and practice of nondiscrimination represents more than good intentions. It provides for employment decisions that are made without regard to race, creed, color, age, gender, sexual orientation, religion, national origin, gender identity or expression, genetic information, disability, or veteran status, or any other protected characteristic as established by law or any other reason unrelated to your ability to join and contribute to our organization and support our mission to provide a museum experience for all.

Research shows that women and individuals from underrepresented backgrounds often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that an applicant meets 100% of the qualifications for a given role. Therefore, if much of this job description describes you, then you are highly encouraged to apply for this role.

The MFAH is equally committed to the full inclusion of all qualified individuals interested in employment with the organization. As part of this commitment, we want to ensure that persons with disabilities are provided reasonable accommodation needed to 1) participate in the job application or 2) interview process; 3) perform essential job functions; and/or 4) participate in the benefits and privileges of employment with the MFAH. If reasonable accommodation is needed, please contact the human resources department: 

HR@mfah.org