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Director of Membership 

Open Date 9/3/2014  
Age Requirement Age 18+  
Category Full-Time  
Exempt/Non-Exempt Exempt  
Pay Type Salaried  
Pay Range Competitive salary plus benefits  
Schedule Regular business hours plus some weekends and evenings for various development events  
Position Requirements

Ideal candidate is a self-starter who possesses excellent oral and written communication skills; proven leadership abilities, good judgment; is personable and articulate; and has high standards for customer service.  A minimum of 3-5 years professional experience in membership, fundraising, marketing, or sales is required; with a general understanding in each of the following areas preferred: marketing, fundraising, and customer service.  Experience with Microsoft Excel, Word, Power Point, and other administrative experience within a non-profit organization is beneficial.  Experience with Raiser's Edge fundraising database is ideal, but the ability to adapt to new applications and databases is sufficient.  A BS/BA in business, marketing, public relations, or a related field is preferred.  


OBJECTIVE:  Manage and market COSI’s membership program. Duties include but are not limited to the direction and development of the membership program, member communications, member acquisition and retention programs, strategies for member engagement, overall member stewardship, and supervision of the Membership Team.


ACCOUNTABILITIES / ESSENTIAL JOB FUNCTIONS include, but are not limited to:

  1. Manage the general membership program by creating and implementing strategies for increasing new member acquisition sales and retention rates through member communications; membership solicitations using direct mail, digital assets, telemarketing, and onsite initiatives; member stewardship events, and special promotions.  Oversee membership reporting and manage budget and revenue forecast processes.  Coordinate with other team members assigned to data analysis and reporting projects.
  2. Identify strategies and work cross-divisionally to increase member engagement and revenue through participation in COSI programs and ancillary income opportunities.  Utilize attendance, usage, and sales analytics reports to inform initiatives.  Collaborate with the Development Team to identify opportunities for soliciting members for donations and upgrade opportunities. 
  3. Lead multi-channel renewal solicitation campaigns targeting members including creating direct mail or email materials, analyzing and recommending target audiences to be solicited, coordinating approval processes, and working with the Member Services Coordinator on list management through Raisers Edge database, fulfillment, tracking results, and follow-up reporting. 
  4. Offer excellent customer service to Members in an effort to maintain a high level of satisfaction and loyalty to COSI.  Work with front-line teams to enhance member opportunities and experiences at COSI and provide training to equip COSI Team in their interactions with members. Guide creation and review of member policies and procedures.
  5. Manage the Membership Team and work closely with the Director of Guest Relations and the Call Center Manager to provide guidance, training, and support for front-line teams.
  6. Oversee the hiring, training, performance evaluation, and professional development of the Member Operations Supervisor and the Member Services Coordinator.  As part of the supervisor responsibilities of this job, conduct performance evaluations in accordance with COSI procedures.
  7. Support general COSI operations through participation in meetings, as appropriate.
  8. Serve as an example to other COSI Team Members and Volunteers in matters of appearance, attitude and performance in the mode that best serves COSI's Team Members, Volunteers and guests.
  9. In accordance with COSI’s Guest Services Strategy and as opportunities present themselves, provide excellence in guest services by assuring guest safety, using courtesy to drive each guest interaction, by delivering the COSI show, and by keeping operations efficient.
  10. Perform other duties within the scope of position as assigned by the Vice President of Advancement.



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