Membership Supervisor

The Membership Supervisor ensures the highest quality guest service, for both members and guests, via email and telephone. This role oversees the Member Services Associates and Receptionists, and serves as the primary contact for the Fine Arts Museums’ contracted call center. Under direct supervision of the Senior Manager of Membership, this person supports the fulfillment of member benefits to ensure the acquisition and retention of members with annual contributions up to $2,499. This person excels in communication, both internal and external, and acts as a connector between the Museums’ many diverse departments and its community.

Typical Duties and Responsibilities:

1. Directly supervises Member Services Associates and Receptionists; oversees recruitment, hiring, training, coaching, scheduling, and staff performance evaluation. Ensures that all customer service issues are resolved professionally, promptly, and respectfully. Maintains and updates reference manuals and training materials, and assists in identifying ongoing opportunities for improvement and excellence.
2. Ensures a world-class member experience at the Museums by collaborating closely with Visitor Experience and the Museum Stores to establish continuity of service and information flow with back-of-house operations. Acts as main point-of-contact for frontline staff for all inquiries and requests related to Membership.
3. Maintains expertise on all Museum information, including policies, exhibition schedules, event calendars, and more, in order to effectively train guest-facing staff. Fosters commitment to and understanding of the Museums’ mission and vision among staff. Leads regular team meetings; schedules and plans other meetings and trainings as needed, including cross-departmental meetings and trainings to further align all guest-facing teams.
4. Serves as the primary contact for the call center and fulfillment vendor. Provides information updates, identifies and plans for high-volume periods, and conducts ongoing calibration calls to ensure the highest standard of service is maintained. Maintains and updates manuals and materials to actively train on service standards and systems.
5. Supports the resolution of ticketing system and CRM issues, contacting internal support and/or software support as needed. Troubleshoots as necessary and works to resolve problems directly with Data Information Services. Trains staff on use of the ticketing system and CRM.
6. Responds to escalated internal and external inquiries or complaints using appropriate resources to resolve issues and problems. Handles escalated customer service issues over the phone, via email, and onsite, as necessary. Contributes to the development of talking points and response plans as needed for upcoming events and exhibitions with Communications, Visitor Experience, and the Museum Stores.
7. Supports the ongoing analysis of member benefits and programs, while maintaining a working knowledge of the most current practices in the field. Assists in developing evaluation metrics and reports. Offers insights for efficiency, improvements, and strategic planning for the department.
8. In collaboration with the Membership Marketing Associate, supports the implementation of membership research efforts, including member surveys, to evaluate member satisfaction and make data-driven decisions about the program.
9. Assists with the planning and execution of member events.
10. Maintain inventory and distribution of membership collateral, including business reply envelopes, letterhead, brochures, guest passes, outer envelopes, membership cards, onsite signs, and more.

Minimum Qualifications:

Education: Bachelor’s Degree from an accredited college or university, or equivalent experience.

Work Experience: Minimum of 3 years of front-line customer service experience. Minimum 2 years of full-time supervisory experience, preferably in a museum, non-profit, or guest service role.

Skills and Abilities:

• Ability to hire, train, and evaluate staff. Must possess proficient understanding of performance improvement principles, including training, coaching, and assessment.
• Proven ability to resolve conflict and complex customer service situations.
• Must possess relational database experience. Knowledge of Salesforce and/or ACME is preferred.
• High level of tact and diplomacy is required to work well with members, donors, volunteers, and staff at all levels.
• Thorough understanding of membership/customer engagement principles, key performance indicators, and industry trends.
• Excellent communication skills, both written and in-person.
• Proficient with standard office equipment, Microsoft Office programs, and Google Suite.
• Capacity and organizational ability to work in a fast-paced, diverse, multi-tasked environment. Ability to manage multiple work processes and projects simultaneously and the ability to be receptive to changing priorities.
• Must be able to work nights and weekends as required for membership events and extended exhibition hours.
• Knowledge of art preferred.

This application is open until filled.

The benefits package includes medical, dental, vision and 401(k), and paid time off.

This position is eligible for a hybrid work schedule. Hybrid schedules typically include at least 3 days a week onsite and up to two days per week working remotely.

The annual salary range for this position is $67,000 - 73,000. The final offer amount within this range will be based on experience and internal equity.

If you require an alternative method of completing this application please contact careers@famsf.org.

We recommend all new COFAM employees be vaccinated against COVID-19. Please contact humanresources@famsf.org with any questions.

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COFAM is the Corporation of Fine Arts Museums and is the privately funded non-profit corporation which supports the Fine Arts Museums of San Francisco, a department of the City and County of San Francisco.

COFAM is proud to be an equal opportunity employer and is committed to a policy of nondiscrimination in all phases of employment in accordance with all federal, state, and local laws. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Comprising the de Young Museum in Golden Gate Park and the Legion of Honor in Lincoln Park, we are the largest public arts institution in the City of San Francisco and one of the largest art museums in the United States. The de Young, designed by Herzog & de Meuron and located in Golden Gate Park, showcases American art from the 17th through the 21st centuries, international contemporary art, textiles and costumes, and art from the Americas, the Pacific, and Africa. The Legion of Honor displays a collection of over 4,000 years of ancient and European art including Auguste Rodin's The Thinker and houses the Achenbach Foundation for Graphic Arts in a Beaux-Arts style building overlooking Lincoln Park and the Golden Gate Bridge.