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 is an American not-for-profit organization established in 1973 with a mission 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.

Royal Oak is the Trust’s U.S. membership-affiliate. In the U.S., Royal Oak offers educational and cultural programs.www.royal-oak.org

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 querieson 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 issuesand escalate to appropriate channelsas needed
• Provide ongoingconstituent 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-onexperience 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 MicrosoftOffice, especially MicrosoftWord and Excel
• Superior attentionto detail with ability to multi-task
• Excellent organization and prioritization skills with a proven abilityto manage multiple projects and deadlines
• Excellent writing,editing, and interpersonal communication skills with members and donors
• Able to speak with callers while navigating throughmultiple systems and entering vital information
• Independent problem solverto research ticketing issues
• Knowledge of cash management and payment processing
• Work under varying degreesof supervision (including independently) in a fast-paced environment
• A natural enthusiasm for non-profit work and an interest in British historyand historic preservation a plus
• Bachelor's degree or equivalent work experience

This position is NYC based, currently working on a hybrid schedule with two days in office—Wednesdays and Thursdays.