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Membership Coordinator

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Zoological Society of Philadelphia

The Membership Coordinator plays an integral role in delivering high value to our members. As a member of a team, this individual’s management and coordination of operational activities is vital to the execution of programs, initiatives, and day-to-day operations. This role is ideal for someone who is self-motivated and highly organized, customer-focused and has the aptitude to work as part of a strong team, maintaining a positive and constructive attitude.

Reports to: Director of Membership & Business Systems

Essential Functions

· Assist in the production of printed and digital membership collateral.

· Assist in the planning of membership campaigns, events, and programs.

· Monitor internal and industry trends to recommend ticketing/membership program enhancements, revenue opportunities and technological improvements.

· Respond to escalated member and guest support requests in Zendesk platform, provide additional support during high volume, and review support requests for trends.

· Send Guest Experience Survey and monitor responses for individual follow-up needs and actionable items, reporting on results.

· Help develop and manage membership revenue and expense budgets.

· Generate database reports for ticket sales and membership.

· Assist with inventory management for reservations in ticketing system and make product updates.

· Working with the Digital Strategist, make changes on ecommerce pages and relevant Zoo web pages for updates on ticketing and membership.

· As needed, support operations onsite for marketing events and high-volume days.

Knowledge and Abilities Required

· Bachelor’s degree and 3-4 years of membership experience, or equivalent combination of education and experience working in a member-supported organization

· High professional and ethical standards, with a commitment to excellence and customer service

· Customer service and/or sales experience preferred or experience in an association membership department

· Strong background in membership databases, CRM systems, Excel and SQL preferred

· Strong written, verbal and interpersonal communication skills

· Must be a detail-oriented team player willing to work in an interconnected office environment maintaining a positive and constructive attitude

· Ability to analyze data and prepare reports

· Organized with a strong initiative in time management, work prioritization and independent thinking

· Ability to establish and maintain effective working relationships with vendors and build strategic partnerships with members, sponsors and other organizations.