Museum Membership Manager

OVERVIEW:
The Museum Membership Manager for The Children’s Museum of Indianapolis supports the growth and effectiveness of the museum’s membership program by planning and executing strategies that drive member acquisition, retention, engagement, and revenue growth. The manager is responsible for achieving quarterly membership sales goals by overseeing the successful execution, analysis, and coordination of membership initiatives aligned with the museum’s mission and strategic goals. The incumbent works closely with colleagues across the organization to deliver the market-aligned membership model that increases attendance, builds loyalty, and strengthens member and member-donor relationships.

The Children’s Museum of Indianapolis is building and sustaining an inclusive culture that encourages, supports, and celebrates differences. We believe that collaboration and open dialogue among people with diverse backgrounds, experiences, and perspectives best support our vision and mission.

REPORTS TO: Director of Membership and Admissions

ESSENTIAL RESPONSIBILITIES:

1. Supports the development and execution of annual membership plans, including strategies for sales growth, retention, and increased member engagement, incorporating market demand, audience needs, and institutional goals to achieve annual metrics. Benchmarks performance against peer organizations and contributes best-practice insights that support sustainable growth in member households and earned revenue.
2. Executes CRM-driven sales strategies that support new member acquisition, renewals, retention, growth, and member-to-donor conversion. Partners with colleagues in data analytics, Brand Strategy and Sales, Advancement, and frontline teams to apply audience segmentation, lifecycle insights, and member feedback to improve relevance of offerings, value perception, and sales performance.
3. Incorporates a constituent-first perspective in executing membership offerings, benefits, pricing, and member communications. Works closely with colleagues across the organization to align practices/policies, frontline messaging, and onsite touchpoints with the desired member experience and identifies opportunities to enhance membership renewals and retention.
4. Works to achieve annual membership goals. Monitors membership sales, attendance, and conversion metrics. Shares insights with internal partners and supports the implementation of operational adjustments when needed and/or when projections change to reach metrics, ensuring continuity of member service and communication.
5. Manages the development and execution of membership collateral and sales marketing materials. Shares input about e-communications and member journeys. Serves as project manager for membership acquisition and renewal campaigns, coordinating with creative team on timelines, approvals, and deliverables to ensure accuracy, consistency, and alignment with brand standards.
6. Collaborates with colleagues across exhibits, programs, Advancement, Visitor Services, and operations to align membership initiatives with institutional priorities. Gathers data and shares member perspectives in planning discussions and ensures membership considerations are integrated into relevant programs and initiatives.
7. Leads the planning and execution of member-focused experiences, including member early mornings, exhibit previews, and member incentives, and actively supports membership acquisition by staffing membership promotional sales tables and box office shifts during peak visitation periods to model effective sales behaviors and contribute to team sales efforts.
8. Provides regular membership sales training and coaching to Box Office and Call Center teams and actively gathers and shares trends, insights, and frontline feedback to inform decision-making and continuous improvement of the membership program.
9. Develops and maintains strategic partnerships with local family-friendly venues, attractions, and community organizations to expand membership benefits and create reciprocal opportunities. Works collaboratively with internal teams to identify partner offerings that enhance member value, support cross-promotional initiatives, and strengthen community visibility of the museum’s membership program.
10. In partnership with the Director of Membership and Admissions, supports the development and monitoring of the membership annual operating budget. Tracks revenue and expenses, identifies trends or variances, and elevates issues requiring attention or adjustment.

REQUIREMENTS:

1. Bachelor’s degree in marketing, communications, business, nonprofit management, or a related field or equivalent work experience.
2. Five (5) years of professional experience managing budgets, personnel and working in membership sales, marketing, or customer engagement, preferably in a nonprofit, cultural, or museum setting. Experience managing, mentoring, and coaching staff or cross-functional teams to achieve membership and revenue goals.
3. Demonstrated experience overseeing or collaborating with creative teams on marketing collateral production preferred.
4. Strong project management skills, including the ability to plan, execute, and monitor multiple initiatives simultaneously.
5. Proficiency with CRM systems, databases, development software, spreadsheets, project management tools, and web applications.
6. Strong written, verbal, and presentation skills, with the ability to translate data and insights into actionable strategies.
7. Demonstrated ability to work collaboratively across departments, influence stakeholders, and negotiate effectively in a shared-responsibility environment.
8. Commitment to continuous learning and improvement in the membership and member/donor environment.
9. Comfortable working in a fast-paced, solutions-oriented environment committed to inclusion with changing priorities.

ADA REQUIREMENTS:

1. Requires the ability to hear staff and visitors to respond quickly to their information, questions, or concerns.
2. Requires the ability to communicate clearly with staff and visitors face-to-face, by phone, and via email.
3. Requires the ability to effectively communicate during complex projects involving coordinated group work, share ideas and concepts clearly, listen effectively, and demonstrate agility in thinking.
4. Agility and dexterity required for navigation or museum facility, campus, or other sites. Must be able to kneel, sit, or stand for prolonged periods of time and list up to 40 lbs.