Director, Member Services

Please Touch Museum (PTM), a non-profit organization, is seeking an experienced Director, Members Services that builds, maintains and improves the visitor experience at the admissions and members department to drive admissions-related and membership revenue and support quality and quantity of visitor experience as well as membership retention and growth.

Provide excellent customer service and facilitate the daily operations of the admissions & membership department. Responsible for all admissions and membership staff. This position assists in refining and implementing customer service policies and ticketing modifications.

Responsible for developing and implementing strategies for the cultivation of new members and retaining existing members; develops and implements growth strategies in order to meet volume and income goals; manages departmental resources and sets workflow priorities for membership and admissions staff.

Other responsibilities include but are not limited to: Maintains high level of motivation of team members with focus on customer engagement and optimal visitor and member experience; Develops and leads member acquisition, Develop marketing strategies in collaboration with the Marketing and Communication Department; develops general admission to membership conversions as well as membership upsell strategies and tactics; benchmarks the museum's performance against other leading national membership organizations; evaluates and reports on monthly and quarterly progress toward goals; develops, markets and manages all membership events and promotions; maintain admissions and membership department budgets, hires, directs, develops and evaluates admissions and membership staff; primary contact for members and guests to effectively and efficiently resolve guest or member concerns.

Minimum Qualifications:

Must have a minimum of 7 years of management experience in hiring, training, conflict resolutions, mentoring exempt and nonexempt staff.

 Bachelor’s degree in business or related field.

 Demonstration of good problem solving and customer service skills.

 Internal sales experience required.

 Proven ability to be able to promote programs that will increase visitation.

 Excellent interpersonal skills. customer service, selling skills

 Be able to understand admission & membership reporting and ticketing analysis key performance indicators.

 POS, (preference Altru).

 Excellent Microsoft computer skills, including but not limited to Word and Excel. Must be familiar with Google Doc. Carousel ticket kiosk, parking ticket printer.

 Able to lead a meeting with confidence and proper preparation basic math, proper cash handling ability to multi task and work to support a positive environment.

 Excellent analytical skills required.

 Experience in interpreting and maintaining budgets

 

The work of the Greater Philadelphia Cultural Alliance is made possible through the generous support of committed individuals and institutions.