Membership Manager

Brooklyn Academy of Music (BAM) is a multi-disciplinary arts center located in Brooklyn, New York. For more than 150 years, BAM has been the home for adventurous artists, audiences, and ideas, engaging global and local communities. With world-renowned programming in theater, dance, music, opera, film, and much more, BAM showcases the work of emerging artists and innovative modern masters.

BAM is seeking a Membership Manager responsible for overseeing the organization's Membership program (members giving $0-$1,000). The selected candidate will ensure excellent customer service and stewardship to members, send out membership acknowledgments, member benefit fulfillment, and manage acquisition, renewal, and upgrade efforts in collaboration with the wider Individual Giving & Development Operations team. In addition, the qualified candidate must be comfortable conversing directly with members and have the ability to think through fundraising strategies and ideas to achieve an annual goal of $1.5M (~13k members). Position reports to the Director of Individual Giving & Development Operations.

Essential Duties and Responsibilities:

• Oversees the BAM Membership program's cultivation, solicitation, and stewardship efforts with the Director of Individual Giving and Development Operations.
• Manages member benefit fulfillment and weekly acknowledgment process.
• Runs daily reports to make updates to gift memberships, auto-renewal opt-in, waived benefits, and special membership categories from online contributions.
• Ensures an excellent member experience, over the phone, online, and in-person, by collaborating inter-departmentally with colleagues across the institution.
• Must be comfortable making judgment calls when responding, advising, and resolving member/donor customer service issues, maintaining the highest degree of service.
• Assists members with questions regarding the website, including BAM.org login credentials, accessing digital membership cards, receiving member discounts, accessing membership on sales, etc. (must be tech-savvy and operations minded). 
• Coordinates the processing of membership contributions and enrollment (complementary IDNYC applications), including phone, in-person, web, mail, and auto-renewal—supported by the Individual Giving Coordinator and Gift Processing team.
• Ensures Tessitura (CRM) is accurately updated and maintained (including merging duplicate accounts).
• Manages coverage of the department phone line and email inbox—assisted by the Individual Giving Coordinator—communicating BAM's mission, membership program, benefits, premiums, and programs to members, donors, and prospective members.
• Ensure all membership materials and communications are correct and up to date.
• Collaborate with Patron Program and Major Gifts teams to identify donors for major gift pipeline and upgrade opportunities.
• Plan Membership events, including invites, RSVPs, event details, etc., in coordination with Special Events, Guest Services, Box Office, and other departments (includes work on evenings and weekends).
• This position is partially supported by the Individual Giving Coordinator, who reports directly to the Patron Program Manager, but has a dotted line to the Membership Manager.
• Train and manage part-time, seasonal Membership employees (may include on-site sales representatives, administrative assistants, and interns)
• Provide intra-departmental support as necessary, particularly during institution-wide, individual-based cultivation events and stewarding opportunities
• Staff Patron Lounge and Patron Table as needed

Required Education, Knowledge, Skills, and Abilities:

• Minimum of 4-5 years of membership experience, preferably at a nonprofit cultural organization
• Understanding of the membership acquisition and renewal cycles and the methods and processes behind them   
• Deep understanding of database best practices and strategies (Tessitura experience preferred)
• Extensive experience with Microsoft Suite and Google Docs
• Strong organizational, operational, and interpersonal skills
• Demonstrate strong initiative and ability to work independently with minimal oversight
• Collaborative and collegial approach to working across departments 
• Superlative customer service skills
• Possess effective written and verbal communication skills, with the ability to convey information and a clear and concise manner; strong attention to detail
• Successfully manage a variety of tasks within a tight schedule
• Must be able to work occasional evening and weekend hours for Development and Institutional events
• Commitment to creating and maintaining an equitable, diverse, and inclusive work environment
• Ability to work remote and in-person
• Must have the ability to comply with the NYC COVID-19 vaccination mandate

Compensation: The salary for this position is $65,000 per year. The role is represented by Local 2110 and will be paid per the BAM/UAW Local 2110 Collective Bargaining Agreement. This position is full-time, exempt, and eligible for benefits. BAM provides a comprehensive benefits package including medical, dental, and vision insurance, retirement plan opportunities, including 401(k) and pension plans, and BAM-related benefits, including access to BAM's fantastic programming.

Application Instructions: Must complete an online application through BAM's website - no phone calls, emails, or walk-ins, please. 

Internal Applicants must apply via the Internal Job Portal by the application deadline. Applications not submitted by the deadline may not be considered. Employees must meet all of the following criteria to be considered for an interview: 

• Completed at least one year of continuous, active service in current position. (Positions excluded include, but are not limited to, temporary assignments and probationary employees); 
• Meet the experience and skills requirements as outlined in the job post; 
• Be employed in their current position for at least one year: 
• Performed satisfactorily without any corrective actions in the last 12 months 

Brooklyn Academy of Music is an Equal Opportunity Employer. BAM recognizes that historic institutional practices lead to a non-inclusive environment and is working to address diversity and inclusion in all forms. Individuals in BAM are experiencing their own pace during this process, which is not uncommon when addressing power and privilege. The Development department supports and continues to take part in this process.