Membership Analyst

The Membership Analyst works in the Philanthropy department and will oversee many of the day-to-day operations and procedures as they relate to gift processing and customer service issues pertaining to memberships. This individual will manage the written acknowledgment process for the Philanthropy Department and will be responsible for utilizing technology to maintain database integrity. S/he will respond to internal and external requests for information and resolve issues in a professional and timely manner, by telephone, mail, email, or in person.

Requirements and Key Competencies

• Bachelor’s degree (B.A.) from four-year college or university, and at least 2-3 years of experience processing financial transactions in a fundraising database.
• Exceptional attention to detail and accuracy, demonstrable organizational skills and ability to maintain confidentiality.
• Excellent problem-solving, critical thinking and communication skills, with strong initiative, self-motivation, and capable of innovation and resourcefulness.
• Demonstrated ability to analyze, evaluate, record, and report information clearly, concisely, and accurately, with the ability to manage multiple projects simultaneously in a deadline-oriented environment
• Ability and experience working as a member of a team as well as individually
• Demonstrated querying experience using SQL in a fundraising database, and proficiency with Microsoft Excel, Word, and Outlook
• Prefer experience with operations involving financial transactions in a customer service environment and working with Tessitura (CRM), Raiser’s Edge or similar fundraising database

Responsibilities

• Administer the written acknowledgement process for which the department is responsible by preparing acknowledgement letters and related tax information for each transaction in accordance with established guidelines and lead efforts to work with other Philanthropy Staff in establishing best and most efficient practices. Related; manage the membership card fulfillment process weekly.
• Manage the communication and follow up of the monthly membership billing process, sending letters and emails for decline transactions, expired credit card information, and deactivated membership status
• Manage the autorenewal system for membership, and recurring donations
• Act as back up for stewardship specialist with regards to membership calls from the ticket center, and email inquiries.
• Respond to internal and external requests for donor data by producing detailed lists, files and reports using extractions and querying, as well as creating back-end coding to the database structure each fiscal year and routinely on an ad hoc basis
• Work with Visitor Services to ensure proper training on membership program, policies and procedures, and strategies to increase on-site sales. Maintain visitor conversion rate reports. Work in conjunction with the Director of Visitors Services on conversation goals.
• Review scheduled reports and ad-hoc query results to identify donor records inconsistencies in the database and initiates corrections according to data maintenance standards
• Work with all Affinity and Affiliate groups and the CMA staff liaison to provide support and reporting as requested
• Assist in maintaining the Central File System and the Digital file system within Tessitura
• Assist Associate Director of Annual Giving with renewal data fulfillment, autorenewal workflow, and thanking members and donors of a higher level
• Update information in the database and resolves member-related customer service issues (CSIs), ensuring their timely and accurate processing
• Work with the Manager of Donor Records to create and maintain documentation about departmental processes and protocol
• Serve as backup for Donor Records Coordinator and Specialist, processing gifts as needed; checking, closing, and posting batches if necessary.

Application Material: Please submit a cover letter, resume, and contact information for 3 references.

Full-time Benefits include:

• Partner level membership to CMA
• Free, unlimited admission to select Cleveland Museum of Art ticketed exhibitions (two adult member tickets per visit, subject to availability)
• 50% off admission to select ticketed exhibitions for members' guests
• Free admission to select ticketed exhibitions for unlimited children, 17 and younger, when accompanied by a member
• Priority registration and discounts for museum art classes for adults and children
• 20% discount in the museum store
• 10% discount in the museum restaurant and café
• Annual subscription to Cleveland Art members magazine
• Free Garage Parking
• Your employment relationship with the museum qualifies you for free or discounted admissions to other cultural institutions such as the Natural History Museum, Botanical Gardens, The Cleveland Zoo, etc.
• Medical
• Dental
• Vision
• Life and Accidental Death and Dismemberment Insurance
• Voluntary Life
• Short Term Disability
• Long Term Disability
• HSA