Member Services Manager

The Member Services Manager plays a vital role in creating an inclusive and member-focused environment at Artisans Asylum. This dynamic position requires excellent interpersonal skills, organizational expertise, and strategic thinking. The Member Services Manager is responsible for meeting the needs of current members while also enhancing and expanding Artisans Asylum's membership and reach. Reporting to the Executive Director, the Member Services Manager primary goal is to develop and foster a vibrant maker community.

Job Responsibilities:

Member Engagement:

Update and maintain member resources, including manuals, policies, and procedures.

Track and communicate membership progress and event effectiveness through CRM system and deliver regular reports.

Serve as the primary administrator for current members and all member events.

Regularly gather feedback to understand member needs, assess the member experience, and maintain community dynamics.

Develop and maintain a communication plan for monthly member updates and news.

Manage membership processing and payments.

Communicate thoughtfully and in a timely manner with prospective members.

Manage Studio Spaces fulfillment and other A2 resource uses.

Customer Service:

Provide exceptional customer service to current and prospective members through email, phone, and one-on-one meetings.

Identify and address member needs to ensure satisfaction.

Foster sustainable relationships and trust through open and responsive communication.

Manage complaints and support tickets, offering appropriate solutions and alternatives in a timely manner.

Develop and implement good communication procedures, guidelines, and policies.

Ensure CRM and associated databases are accurately updated.

Respond to inquiries related to membership, billing, events, policies, and other member needs.