Director of Patron Services and Membership

Title: Director of Patron Services and Membership
Salary Range: $57,000 to $67,000
Status: Full-time, exempt, eligible for full benefits
Application Deadline: March 31, 2021
Reports to: Deputy Director
Directly supervises: Associate Director of Visitor Services and Retail; Database and Events Manager

The Clyfford Still Museum is seeking an energetic and experienced Director of Patron Services and Membership who can lead our dynamic visitor services operations, oversee our membership program, be responsible for our constituent management/ point of sale database, and supervise onsite event coordination. This person is part of the Museum’s senior operations management team.

Visitor Services Operations
Responsible for all front-of-house operations including:
• Oversees operating procedures that place a high value on providing a quality experience for all Museum visitors
• Oversees pandemic protocols and procedures to optimize visitor safety
• Supervises the Associate Director of Visitor Services and Retail who manages the Visitor Services team as well as retail sales
• Recruits, trains, and manages our volunteers
• Develops and implements a training program for all frontline staff

Membership Program
Responsible for all aspects of the Museum’s membership program, including:
• Strategically plans member classes and associated benefits as needed
• Fulfills membership benefits (including the Museum’s travel program)
• Coordinates all membership events
• Creates all member communications including membership renewals and marketing materials (jointly with the Marketing Director)
• Manages special membership programs such as the Friends of Clyfford Still
• Develops membership reciprocity initiatives
• Attends CSM programs as necessary
• Supervises the Database and Events Manager (who processes membership enrollments and renewals)

Database and Events
• Responsible for the Museum’s Altru database which includes constituent management and a point of sales system
• Prepares attendance and revenue reports on a regular basis
• Tracks and evaluates attendance, program participation, and survey data
• Oversees the Database and Events Manager who is responsible for event scheduling and calendars, as well as the Museum’s rental program
Other Duties
• Prepares and manages annual budget
• Works closely with the Museum’s security department for seamless coordination of a positive guest experience
• Attends meetings and coordinates with other staff as necessary
• Other tasks as requested

Requirements

Experience, Education, and Qualifications
• Bachelor’s degree in a related field or equivalent combination of education and experience
• A minimum of five years’ management experience in a membership or patron services position (or similar fast-paced, customer-oriented role)
• Experience recruiting, motivating, and managing staff or volunteers
• Experience with membership program operations
• Experience with a constituent management system or comparable software and database; possesses strong analytical skills
• Proficiency in Microsoft Office suite
• Excellent written and verbal communication skills
• Event planning and management experience is desirable
• Satisfactory criminal and credit background check is required

Our ideal candidate
• Is an enthusiastic and self-motivated professional
• Is organized, detail-oriented, and both a creative and a strategic thinker
• Has strong interpersonal skills and enjoys working with the public
• Enjoys shared leadership, collaboration, and working in cross-functional teams
• Is comfortable with public speaking to both large and small groups
• Is eager to learn
• Has a love of art

Physical Demands
• Must occasionally lift and/or move items weighing 10-20 pounds
• Frequently required to sit in a stationary position for extended periods
• Uses technology extensively which requires certain visual capabilities
• Occasionally traverses between locations throughout the Museum
• Uses telephones, with moderate noise level in the work environment
• Occasionally attends evening or weekend events

The described work requirements are representative of those an employee encounters in performing the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions wherever possible.