Membership Manager

 Title:                        Membership Manager 

Classification:      Full-Time 40-hour work week, non-exempt 

Department:         Administration  

Reports To:            Director of Administration 

Compensation:    $28.00 – $32.00 per hour 

Created:                   February 2024 

Schedule:                The schedule is typically Monday through Friday, 8:30 am -5:00 pm. Occasional weekend or evening hours are                                                       required.  

About Lotusland:   

Ganna Walska Lotusland is a 37-acre botanical garden and historic estate located in Montecito featuring a collection of over 3,000 plant species from around the world as well as historically significant Spanish Colonial Revival architecture.  Since opening to the public in 1993, Ganna Walska Lotusland has grown to become one of the world’s premier botanical gardens and a center for sustainable garden practices, horticultural education, and plant conservation.     

Mission Statement:   

Our mission is to preserve and enhance the distinctive botanical gardens of Madame Ganna Walska. Lotusland educates and inspires visitors with its collections, sustainable horticulture practices and plant conservation.  

Position Description:   

The Membership Manager fills a critical role in ensuring each member’s desire to engage more deeply with Lotusland by providing exceptional member experiences and a streamlined back office. The Membership Manager builds Lotusland’s membership program, budget, and strategy. They manage accurate membership records and plans, coordinate, promote and analyze member events/activities. They will partner with the organization’s Reservations Office, Visitor Services team, and the Garden Shop to grow and optimize the Garden’s membership program. The use of technology, data collection, and reporting are key abilities for this position. Experience with Salesforce products is preferred. The Membership Manager will be positive, loyal, and a proud ambassador of the Ganna Walska Lotusland brand. 

Key Responsibilities: 

• Evaluate, develop, and build the membership strategic plan. Work in coordination with the Director of Administration and Director of Finance to ensure compliance with approved budgets while meeting department goals of renewing and upgrading members.  

• Serve as the primary point-of-contact for membership inquiries, including all telephone and email correspondence directed toward the membership office regarding new memberships, renewals, upgrades, replacement cards, and other tasks as needed. 
• Participate in Moves Management: Effectively communicate potential donor households to the Development team, conduct member/donor research and prospect analysis. 
• Establish and maintain positive, long-term relationships with donors and members, especially those at $1,000-$10,000.  
• Assist Patron Circle Members ($1,000+) with activating their unique benefits. 
• Collaborate with the Marketing and Communications Department on membership marketing, including invitations, general solicitation, promotions, and others as needed. 
• Write copy for member renewal communications, monthly membership emails, promotional materials, and membership-related events on the website as needed. 
• Process donations and memberships in Salesforce and process mailed acknowledgements (membership information with tax receipt). 
• Maintain membership information and documentation including in the Salesforce database, hard copy files, and records of correspondence. 
• Manage monthly cycle of membership renewal communications (letter and emails). 
• Create monthly and yearly membership financial reports, renewal statistics, trend forecasting, and other pertinent data. 
• Orient, train, and co-supervise the Reservations and Membership Associate with the Reservations Manager.  
• Collaborate with Visitor Services to ensure proper training for staff and volunteers on the membership program, policies, procedures, and strategies to increase on-site sales.  
• Plan and implement annual membership drive, direct mail, and email campaigns. 
• Create and maintain accurate membership mailing lists for member publications, invitations, email announcements and other communications.  
• Participate in regularly scheduled staff meetings and trainings. 
• Actively seek and suggest improvements to the member experience. 
• Perform general administrative support as needed for the Administration and Development teams. 
• Demonstrate confidence, self-motivation, and an enthusiastic commitment to Lotusland. 
• Perform other duties as assigned. 

Knowledge and Abilities: 

• Quick problem-solving, flexibility, and ability to work collaboratively and serve as a role model of outstanding customer service.  
• Maintains sensitivity and confidentiality regarding member and visitor information. 
• An enthusiastic and outgoing personality with high level of customer service and sales skills is expected. 
• Must have excellent communication skills with the ability to interact and integrate with a variety of people and develop positive relationships.  
• Strong organizational skills, self-motivation, attention to detail, and creativity are necessary. 
• Skilled in the use of Microsoft Office/Office 365 (Word, Excel, Outlook, Power Point)  
• Database experience/experience with a CRM/ticketing or reservations system – Salesforce products preferred.  
• Comfortable with email marketing services, specifically data management, automation, and reporting. Mailchimp experience preferred.  
• Ability to answer telephone calls, emails, letters, and website questions in a timely manner, prioritizing responses as needed. 
• Experience working with mailing-houses, the bulk mail unit as well as printers, and graphic designers. 
• Ability to work in a shared workspace and to interact in a cooperative manner with staff and volunteers. 

Qualifications & Experience:  

• The ideal candidate will have a bachelor’s degree and experience working in a non-profit, equivalent fundraising/membership organization, or data-driven sales-based organization.  
• Must have a valid driver’s license and reliable transportation.  
• 3-5 years related experience in areas of nonprofit, membership, development, or marketing. 
• The successful candidate will be subject to and must pass a background check. 
• Highly proficient in the English language in person and by phone. 

 Work Environment:    

• Lotusland’s administrative offices are on a historic 2-story estate in a 37-acre garden.    
• Frequent sitting and standing, walking, and bending and climbing stairs with occasional lifting of light loads (25 lbs.)   
• Requires working outside at times and the ability to comfortably move around the garden.    
• Frequent work on the telephone and computer (repetitive movement – typing)    
• Frequent standing, sitting, walking, climbing stairs and bending with occasional lifting of light to moderate loads (25 lbs.)    
• Occasional driving of company electric golf carts.   

The responsibilities and deliverables listed above are intended to describe the general nature and level of work to be performed by the individual in the position. They are not intended to be an exhaustive list of all duties, responsibilities and/or skills. Other tasks will be assigned as needed.    

Benefits   

• Health, dental, vision and life insurance.    
• 403(b) Retirement plans.    
• Paid vacation and sick leave.    
• Paid holidays.   

Additional Information   

• Employment background/criminal check is required.  

Lotusland Core Values:   

Accountability: We take ownership of the commitments we make, holding ourselves accountable for our actions and decisions, both to ourselves and those we lead.   

Teamwork and Collaboration: Our roles are interdependent, requiring intentional collaboration within teams to consistently achieve our mission.   

Communication: Effective communication is crucial for building trust among our staff, board, and the larger community. We strive to share information clearly, consistently, and in a timely manner to foster understanding and commitment across our organization.   

Trust: We aim to cultivate mutual respect and open communication throughout the organization. Employees are encouraged to openly share their perspectives and feel secure in taking risks to enhance our effectiveness.   

Integrity: Aligned with our guiding principles of honesty, fairness, and decency, we promote a strong ethic of integrity among individuals and leaders.