TITLE: Membership Services Manager
LOCATION: Madison
POSITION SUMMARY
Are you energized by inclusive team leadership, customer service and stewardship, and managing complex operational workflows?
The Membership Services Manager is responsible for leading all Membership Services unit activities, while holding a passion for leadership, collaboration, and process management at the heart of unit practices. The person also maintains and fosters shared, high standards of customer service and stewardship with the goal of deepening donor relationships. They collaborate with development colleagues in strategic planning for membership services and fundraising execution, as well as in general workflows and broader workplace culture. They will partner to ensure data accuracy and security amidst changing workflows, while using available technology to execute and enhance their work. Reports to the Membership Director.
Unit Overview
The Membership Services Department is responsible for donor customer service, donation management, and account maintenance. The department plays a vital, relationship-building role, as it’s often the only point of contact some members will have with WPR. It’s also critical to our financial sustainability, processing all donations, from various sources, in a secure and accurate manner, while advancing communication plans that ensure revenue retention and growth.
SPECIFIC DUTIES AND RESPONSIBILITIES
Establish and maintain the tone, vision and strategy of the Membership Services Team, through inclusive leadership and a donor-centered fundraising perspective.
- Personnel leadership
- Partner with Membership Services Representatives in articulating and refining team culture.
- Supervise and hire Membership Services Representatives as needed, including providing timely work performance feedback, training, coaching, and regular performance evaluations.
- Advance diversity, equity, and inclusion through our work and interactions.
- Participate in and promote professional development opportunities.
- Comply with Wisconsin Public Media Ethical Guidelines for Editorial Staff: https://www.wpr.org/wpr-ethical-guidelines.
- In coordination with development colleagues, develop and maintain strategy and processes to support the Membership Services Team’s role in fundraising. Plan, organize and lead the creation of unit work plans, tied to WPR’s strategic priorities and Development goals.
- Lead Membership Services messaging strategy, integrating centralized messaging/fundraising goals. Document and refine membership services communication standards. Research and spearhead possible new opportunities.
- Collaborate with development colleagues in creating processes to incorporate new, and changes to existing, fundraising initiatives in membership services communication strategy and database entry.
- Identify key performance indicators, and partner with colleagues to build reports. Analyze information to assist development staff and finance, as needed.
Establish and manage implementation of unit goals and functions.
- Partner in advancing implementation and routinization of new CRM (Customer Relationship Management) software. Ensure service and processing needs are retained, while advancing exploration of new workflow opportunities.
- Research, develop, document, and implement existing and new strategies, policies, procedures, and workflows.
- Manage execution of strategies, contracts, and relationships with vendors for car donation and matching gift fundraising programs. Research new vendors and software, as needed.
- Act as the bank liaison and ensure/oversee unit data security compliance.
- Work flexible and variable hours, occasionally, as needed, to achieve goals. Work early morning, evening, and weekend hours during member drives (3-4 drives annually).
Other duties as assigned.
SALARY We expect to pay in the mid-50s to low 60s. Actual pay will depend on experience and qualifications. UW Madison offers a comprehensive benefits package including pension,
DEGREE AND AREA OF SPECIALIZATION
Bachelor’s degree preferred, but not required. This position relies heavily on leadership/management skills, customer service, problem-solving and process management, which could all be developed effectively through work experience and individual initiative.
MINIMUM YEARS AND TYPE OF RELEVANT WORK EXPERIENCE
- Minimum of five years’ relevant work experience, with two years in supervision/management role.
- Demonstrated team leadership skills, including the ability to effectively engage, support, coach, and train staff.
- Commitment to advancing diversity, equity and inclusion through our work and interactions.
- Commitment to excellence in customer service.
- Outstanding written and verbal communication.
- Demonstrated skill in creative research and problem-solving. Ability to analyze and improve systems, processes, and approaches, and organize complex details.
- Ability to manage financial reconciliation tracking and processes.
- High degree of comfort and interest in technology to effectively use Microsoft Office (especially Excel, Word, and Outlook), databases (especially Customer Relationship Management), and other software.
- Ability to work productively at a computer and desk for long periods of time.
- Ability to occasionally work flexible and variable hours, as needed, to achieve goals. Work early morning, evening and weekend hours during member drives (3-4 drives annually).
NOT REQUIRED BUT DESIRABLE QUALIFICATIONS
- Experience in or knowledge of public broadcasting.
- Experience in fundraising-related work.
- Experience in project management.
HOW TO APPLY:
Apply online at https://jobs.hr.wisc.edu. The job number is #99671. All of the following must be received for your application to be complete: 1) Resume; 2) A cover letter describing how your experience relates to the job duties and minimum and desirable qualifications. If you become a finalist, references will be requested from you.
Questions? Contact: Betsy Nelson, Wisconsin Public Radio, 821 University Avenue, Madison, WI, 53706;
608-262-5221, betsy.nelson@wpr.org.
