BASIC FUNCTION: The Member and Donor Services Manager will have primary responsibility for supporting the Associate Director of Member and Donor Services for generating revenue, engaging members and donors, and providing exemplary customer service through onsite and inbound phone/email channels.
Actively participate in developing and implementing sales and customer services strategy and tactics with the Associate Director of Member and Donor Services.
Manage Member and Donor Services Representatives at various posts throughout the museum on a daily basis (including but not limited to Michigan Avenue Member Desk, Griffin Court Member Desk, Member Lounge, and internal contact center). This includes developing monthly schedules, coordinating and covering daily lunch breaks, monitoring staff hours, and fielding escalations as necessary.
Maintain strong working relationship with contact center vendor. Serve as back-up contact for vendor representative in the absence of the Associate Director.
Provide support to Member and Donor Services Representatives during busy periods/days as well as management for escalated sales and/or customer service issues.
Enforce and adjust processes and training to ensure optimal customer service. Work with Associate Director of Member and Donor Services to stay informed of Individual Giving updates, hospitality protocol, and documentation processes. Keep representatives informed about any key changes or updates.
Disseminate to and enforce with team the established sales processes to ensure data security, data accuracy and fiscal responsibility in tandem with Associate Director. Ensure that all transactions and dollars, including credit card and check balance out on a daily basis.
Provide basic support for on-site point of sale system (Galaxy) and database of record (The Raiser’s Edge). Maintain working knowledge of contact center technology.
Oversee special on-site and inbound calling/email campaigns during busy time periods throughout the year.
Manage inventory of all on-site collateral.
Manage ongoing reports to support and evaluate effectiveness of Member and Donor Relations and contact center and make suggestions to consistently improve hospitality.
Build relationships across organization to communicate Individual Giving goals.
Other duties as assigned
Strong analytical and strategic thinking skills required.
Strong interpersonal skills and demonstrated experience in working with cross-functional teams.
Superior public contact skills; strong communication skills, both written and oral.
Creative thinker and solution finder.
Minimum of 1 year sales experience (experience in membership sales preferred).
Minimum of 1 year in a supervisor role.
Demonstrated experience in taking initiative when planning and executing projects.
Experience with Microsoft Office (Excel, Word, PowerPoint) preferred.
Experience with Raiser’s Edge preferred. Must be able to work weekends and occasional evenings.
Bachelor’s Degree required.
Enthusiasm and desire to make an impact mandatory.
The Art Institute of Chicago is an equal opportunity, equal access employer fully committed to achieving a diverse and inclusive workplace.
About The Art Institute of Chicago
The Art Institute of Chicago is a world-renowned art museum housing one of the largest permanent collections in the United States. It is encyclopedic in nature with strong holdings across all media, all traditions and all ages. The Art Institute is particularly recognized for its extraordinary Impressionist, Modern, Contemporary and American collections, among other aspects of its holdings. In addition to housing its permanent collection, it typically stages 35-40 special exhibitions a year. In 2014, it was named by TripAdvisor travelers as the number one museum in the world, a remarkable recognition that speaks not only to the quality of the collection but to the entirety of the visitor experience.
The Art Institute welcomes between 1,400,000 and 1,800,000 visitors a year and has a membership of 100,000. The museum has an annual operating budget of approximately $110 million.
Founded in 1879, the Art Institute grew with the success of Chicago and quickly attained world class stature given the strength of its collection. The Art Institute has expanded several times in its history, most recently and notably with the opening in 2009 of the 264,000 square foot Modern Wing ...designed by internationally acclaimed architect Renzo Piano. The addition has been critically important to the museum as it not only provided much needed gallery space, but also allowed the Art Institute to reorganize its galleries to present the collection in a more logical and accessible fashion. The new addition also includes one of the largest education facilities at any museum and this center has allowed the Art Institute to expand its already impressive array of offerings.