Member Services Manager

Reference: JOB982
Employer: Pittsburgh Community Broadcasting Corporation

Status : Full-time exempt

Reports to: Director of Development

Position Summary

The member services manager oversees all donor relations maintenance for sister stations WESA and WYEP and works to ensure a positive, long-term relationship through stewardship and customer service.

Position Overview

The member services manager oversees all stewardship and donor cultivation efforts of the membership department. S/he manages the sustaining member program, which represents almost half of the donor base. S/he is responsible for addressing all member communications, including phone, email and paper mail. S/he ensures prompt acknowledgments for all gifts and timely distribution of thank-you gifts and implementation of all member benefit. S/he plays a key role in donor satisfaction and retention.

Essential Duties and Responsibilities

Donor Relations

  • Daily: handle all donor correspondence and distribute comments/concerns to appropriate departments as needed. Respond in a timely manner and note member records accordingly. Work to ensure effective and long-term problem resolution.
  • Take phone donations and monitor donation email confirmations to address any concerns that appear in the “comments” field of online gifts.
  • Weekly (minimum): process all donor thank-you letters to ensure timely acknowledgment of gifts via mail merge. Update letters as necessary and coordinate all messaging appropriately.
  • Monthly (minimum): process all thank-you gifts, maintain inventory and recommend new orders as needed.
  • Develop and implement “new member welcome” strategies.
  • Coordinate day sponsorship program, including scheduling and messaging

Sustaining Members

  • Serve as primary contact person for sustaining members.
  • Oversee credit card recapture process, including mailings, phone calls and email strategies.
  • Coordinate seasonal sustainer cultivation efforts, including thank-you gift offers and upgrade asks.
  • Research and make recommendations to continually improve the sustaining member program.

Member Events

  • Coordinate Live & Direct sessions with programming staff, creating member emails, creating reservation pages, conducting lottery as necessary and communicating with members.
  • Coordinate other member benefit events as opportunities arise, including member presale opportunities, member shows, etc. Coordinate with marketing and web staff as needed.

General Duties

  • Monthly: generate and mail monthly reminders for open pledges.
  • Generate and arrange mailing of yearly tax receipts.
  • Monitor postage accounts, stationery inventory, order department supplies.
  • Assist with gift processing as needed, including entering checks, verifying and uploading web gifts.
  • Work closely with fellow development team members to ensure success of overall department goals, long-term growth and donor retention
  • Attend and participate in weekly team meetings and other meetings as directed
  • Represent stations at events as needed
  • Other duties as assigned

 

Required skills and experience:

  • College degree or equivalent experience.
  • Excellent customer service skills with a minimum of five years’ experience.
  • Database management experience.
  • Highly organized self-starter with strong time management skills and excellent attention to detail.
  • Ability to take direction as well as be an enthusiastic team player.
  • Excellent interpersonal skills; must be comfortable interacting with constituents in person and on the phone.
  • Self-starter with strong analytical and problem-solving skills.
  • Ability to manage multiple projects at once and meet deadlines as required.
  • Strong working knowledge of Microsoft Office.
  • Excellent communication skills, both written and verbal.
  • Ability and willingness to work occasional evenings and weekends, with some long days required during peak fundraising times.
  • Strong judgement, sense of ethics, integrity and accountability.
  • Passion for and knowledge of public media and its mission.

Pittsburgh Community Broadcasting Corporation offers:

Salary commensurate with experience and an excellent benefits package that includes medical insurance, paid medical leave, 403(b) plan with matching contributions, paid vacation and holidays and a workplace culture that is fun, diverse and progressive. For consideration, please submit cover letter, resume, and at least three references to msmgr@wesa.fm.

 In your response, let us know how you heard about the position.

Please, no phone calls.

PCBC is an Equal Opportunity Employer, and actively seeks diversity in the workforce.

posted  January 4, 2018