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Museum of Science and Industry Membership Coordinator in Chicago, Illinois

The Membership Coordinator works closely with the Membership and Annual Fund team to foster and grow the Museum of Science and Industry?s (MSI) membership program. This role is responsible for creating and managing a dynamic stewardship program for members at all levels and ensures that members receive excellent customer service. This individual will primarily coordinate communications, events and other projects related to member stewardship and benefit fulfillment.

Responsibilities

  • Create a member-centered environment and always seek ways to make the member experience better for increased satisfaction and retention of members at all levels, including the Annual Fund donor levels.

  • Provide excellent customer service for prospective, current, and lapsed MSI members.

  • Respond in a timely manner to all inquiries received through the member and donor phone lines, email, and in-person.

  • Facilitate positive and effective communication; serve as the first point of contact for any escalated member and donor questions or concerns.

  • Produce reports highlighting customer service activity and issue resolutions using Salesforce, Active Campaign, Raisers Edge and MSI?s ticketing system.

  • Assist Membership Manager with development and implementation of training program for the Guest Services team working in the Members Lounge and Call Center.

  • Work with member-facing internal teams to ensure that membership and Annual Fund benefits, promotions and events are clearly communicated and effectively delivered.

  • Create, and update as needed, internal resources such as the Member Policy Handbook and inter-division memos.

  • Manage updates to member records in collaboration with the Data Services department to maintain integrity and accuracy of member database.

  • Take the lead in creative development of new and existing member program benefits and annual events that attract new members as well as engage and retain existing members.

  • Contribute to strategic member communication pieces including e-newsletters, fulfillment letters, brochures, web content and event collateral materials.

  • Assist with creation and production of effective in-house member materials and communications, including the signage, digital content and buck slips.

  • Work with Data Services department to prepare and review mailing lists and reports as needed.

  • Help ensure member and donor fulfillment both through MSI?s in-house ticketing system and the use of an external mail house.

  • Assist Membership and Annual Fund Administrative Assistant as needed on tracking of gift memberships, replacement cards, tax receipt letters and other in-house needs.

  • Work with the Membership Manager on overall strategy and implementation of the membership program.

  • Support Annual Fund and other External Affairs or MSI events as requested and contribute to the success of the team and division.

  • Complete other duties and special projects as assigned by manager.

    Qualifications

  • Bachelor?s degree with one (1) to three (3) years of progressive related experience is required.

  • Excellent oral and written communication skills.

  • Strong interpersonal skills are essential with ability to shift priorities based on department needs.

  • Membership, marketing, or event planning experience preferred.

  • Experience or interest in working in nonprofit and/or fundraising setting needed.

  • Creative thinking and problem solving skills required

  • Superior organizational skills and the ability to work on several projects simultaneously; ability to set priorities, maintain an organized schedule and to observe and respect deadlines.

  • Must possess strong computer skills, with knowledge of Microsoft Office.

  • Knowledge of Blackbaud Raiser?s Edge, Zoom, Teams, Salesforce, Active Campaign helpful.

  • Willingness to accept and meet new responsibilities as the position and division evolve.

  • Ability to work as a member of a team as well as independently.

The Museum of Science and Industry is an Equal Opportunity/Affirmative Action employer, which includes providing equal opportunity without regard to race, color, religion, gender, national origin, disability, or protected veteran status.

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