Manager, Member Experience

POSITION SUMMARY

Reporting to the Director of Membership and Development Operations, the Manager, Member Experience strategically designs and implements a wide variety of event programming to drive new audiences to the Museum and deepen the engagement and support the growth of the Membership program. In addition to events, the Manager supports key areas within the department that influences the overall member experience, including member customer service, member welcome package materials, and member-exclusives through the Museum Store.

The Manager is an adept collaborator, working across many departments – Development, Visitor Services, Curatorial, Marketing, and Special Events - on key institutional priorities, supporting Membership events and engagement. The Manager ideates and executes seamless events, from beginning to end. They will conceive, co-conceive, and produce programs that focus on the power of art and artists to affect individual and social transformation.

Lead the conceptualization, design, development, and implementation of an extensive portfolio of membership programs, ensuring the highest quality of experience, creativity and innovation

Build programs that provide impactful experiences, attract new audiences, and spark connections and conversations

Strategically designs and implements a wide variety of event programming that deepen the engagement of Lucas Museum Members growing loyalty, engagement and lifetime value

Collaborate closely with cross-functional teams (e.g. Special Events, Curatorial, Marketing, Visitor Services, and more) to generate engaging programming connecting audiences to the museum’s collection, installations, values, and mission and amplifying key institutional moments and priorities, i.e. themed exhibition celebrations, Lucas Archive Celebration, member meetups, and more

Works closely with Director, Membership to routinely assess and benchmark member benefits and pricing. Recommend and strategize around new offerings to drive growth and build customer lifetime value, helping the program anticipate and meet shifting demands

Present and lead programs where necessary, interfacing with members, including weekends and evenings, as necessary

Manages event budgets and resource allocation across full year planning

Cultivate partners and programming relationships to grow popularity and build word of mouth

Ensures that events and other benefits adhere to a schedule of fulfillment for every segment in keeping with promised member benefits and meeting audience expectations and building interest for programming

Ideates on and activates other member experience touch points including, welcome package materials and member-exclusive products through the Museum Store

Assists in handling escalated member customer service issues (email, in-person, and phone)

Analytical Rigor: Simplifies complex problems by using critical thinking to evaluate problems, gathering information, incorporating multiple perspectives, understanding causes, and identifying best-possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations. Adopts an audience-centric approach, understanding the needs of the audience and incorporating them, as appropriate, into the decision.

Courageous Communication: Intentionally works well with others both on the team and cross-functionally to achieve individual, team, department, or organizational goals. Values diverse input and working with others as a way to achieve the best output possible.

Collaborative Excellence: Displays courage when handling difficult conversations and genuinely and intentionally communicates. Relays key messages effectively, targeted to specific audiences. Identifies others' communication styles and perspectives, adjusting language and approach accordingly. Employs active listening to understand, rather than reply. Asks for, integrates, and values feedback from team, peers, and leaders.

Adaptive Resilience: Thrives and grows in a rapidly changing and complex environment. Displays flexibility, activates networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity.

Inclusive Interaction: Actively contributes to an environment in which all employees feel a sense of belonging, valued for their differences and empowered to participate and contribute freely.

The physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

• Ability to stand and walk for extended periods, up to 8 hours per shift.
• Ability to move throughout multiple Museum locations, including galleries, theaters, outdoor spaces, and other public areas.
• Ability to maintain an active and visible presence while providing exceptional guest service.
• Ability to work in a high-volume, public-facing environment with large groups of guests, including school groups, tours, special events, and peak attendance periods, while maintaining professionalism, situational awareness, and composure.
• Ability to frequently bend, reach, stoop, kneel, crouch, and climb stairs as needed.
• Ability to occasionally lift, carry, push, and pull items weighing up to 25 pounds, including wheelchairs, stanchions, signage, guest service equipment, and other operational materials.
• Ability to communicate clearly and effectively with guests and colleagues in person, by telephone, and over two-way radio.
• Ability to work both indoors and outdoors in varying environmental conditions.
• Ability to maintain awareness of guest activity and surrounding conditions while monitoring galleries, queues, and public spaces.

5-7+ years of work experience in managing and executing events of all formats and developing audience-driving programming

Able to work well and collaborate effectively with a wide range of audiences, including staff, educators, funders, sponsors, members, general public and other constituencies

Strong interpersonal and communication skills

Ability to manage high profile events and communications

Understanding of membership programs and art and culture landscape

Passion for narrative art, storytelling, and film

Experience managing budgets

Ability to follow good judgement and make timely and data driven decisions

Nights and weekends as needed for events staffing and execution

Proficiency in Microsoft tools (Excel, Word, Teams, OneDrive, Planner)

Expertise with donor databases; strong preference for experience with Tessitura

Comfortable working in a startup environment is a plus