Membership Services Associate
Membership Services Associate for the Royal Oak Foundation will take inbound customer service calls and will talk to members, donors, and patrons to process payments, answer questions about the organization and its programs, and to ensure that every customer interaction provides a great experience. They will have a working knowledge of Blackbaud Altru database, producing reports and mailing lists. The associate must be a fast thinker with excellent communication skills who can clearly answer questions and anticipate future needs.
About The Royal Oak Foundation
The Royal Oak Foundation seeks to raise awareness of and advance the work of the National Trust of England, Wales, and Northern Ireland by inspiring support from the United States for the Trust’s efforts to preserve and protect historic places and spaces— for ever, for everyone.
Responsibilities include, but are not limited to:
Database/Operations Management (50%):
- Manage all membership data in CRM (Altru) including the input of payments and routine clean-up of constituency record information
- Process incoming membership subscriptions, including generating tax receipt acknowledgment letters and maintaining digital files
- Coordinate with the Programs and Development Associate to provide appropriate web-based and database management coverage, as necessary
- Provides support, including running database queries on Altru, assisting with annual audit and monthly revenue reconciliation
- Assist the Director of Finance and Administration and the Development and Communications Associate to plan, track and adhere to annual budget for the Membership
- Prepare reports on Membership analysis for committee meetings
Communications and Membership/Stakeholder Relations (25%):
- In partnership with Development and Communications Associate, update and maintain membership data in Altru for tracking and analysis of campaigns and member trends
- Generates ideas for membership development initiatives, in consultation with staff
- Coordinates all membership recruitment, retention, and service mailings, including membership fulfillment media packages for new members and new membership cards for renewing members
- Use Indesign and Photoshop to create and update printed membership letters, cards envelopes, stationery, flyers etc.
- Acts as liaison with National Trust representatives, shippers, customs brokers, mail houses, vendors, includes deciding quantities, arranging printing, shipping, and mail house services
- Composes Royal Oak’s editorial contribution to the National Trust’ U.S. member communications
Customer Service (25%):
- Provide service to our members, donors and event attendees via phone and email
- Take responsibility for customer issues and escalate to appropriate channels as needed
- Provide ongoing constituent relations by telephone, mail and email
- Provide backup for general information inquiries by telephone
- Provide backup for membership inquiries, membership processing and lost- card replacement
- Coordinate with the Programs and Development Associate to provide appropriate customer service coverage, as necessary
Successful candidate will have:
- Understanding and hands-on experience with database management, knowledge of Blackbaud’s Altru system
- Understanding and hands-on experience with WordPress and WooCommerce
- Basic understanding and experience with Adobe Indesign and Photoshop
- Two to three years work experience with a preferred background in foundation, corporate, or government giving at a cultural institution
- Mastery of Microsoft Office, especially Microsoft Word and Excel
- Superior attention to detail with ability to multi-task
- Excellent organization and prioritization skills with a proven ability to manage multiple projects and deadlines
- Excellent writing, editing, and interpersonal communication skills with members and donors
- Able to speak with callers while navigating through multiple systems and entering vital information
- Independent problem solver to research ticketing issues
- Knowledge of cash management and payment processing
- Work under varying degrees of supervision (including independently) in a fast-paced environment
- A natural enthusiasm for non-profit work and an interest in British history and historic preservation a plus
- Bachelor’s degree or equivalent work experience
COMPENSATION:
This position is NYC based, currently working on a hybrid schedule with two days in office—Wednesdays and Thursdays.
This is a full-time position reporting to the Director of Finance and Administration. The salary range will be $50k-$55k with full benefits including medical, 403b and vacation. Position available immediately and will remain open until filled.
HOW TO APPLY:
Please email cover letter and resume to search@royal-oak.org
Please indicate how you learned of this job opportunity in your cover letter.
The Royal Oak Foundation is an Equal Opportunity Employer. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All interested persons are encouraged to apply.