The Member Engagement Coordinator is responsible for supporting membership operations while designing and implementing activities, events, and initiatives that enhance member engagement, satisfaction, and retention. This role integrates the day to day operations of membership sales and services with event planning and strategic engagement efforts to create a vibrant and rewarding membership program.
- The Coordinator handles membership transactions, member communication, appreciation programs, and events, including family friendly activities, loyalty incentives, and reciprocal admissions programs.
- Additionally, this role develops creative strategies to enhance member value and collaborates with internal teams to ensure a seamless and engaging member experience.
Responsibilities:
- Membership Operations & Administration
- Process and facilitate membership transactions, including new memberships, renewals, and profile updates, ensuring accuracy and timeliness.
- Respond to member inquiries via phone, email, or in person, addressing topics such as sales, renewals, lost cards, benefit details, and reciprocal access.
- Print, prepare, and mail membership cards promptly and accurately.
- Maintain membership records and data integrity, updating reports, reconciling checks for the Business Office, and ensuring accurate cash transaction allocations.
- Fulfill and oversee orders for the Adopt an Animal program, including marketing support, order processing, and monthly reconciliation of adoptions.
- Scan and process membership sales reports from the admissions team to maintain accurate records.
- Track and analyze membership growth metrics, expiration reports, and survey feedback to guide engagement strategies, outreach efforts, and program success.
- Monitor and maintain inventory for membership related materials, such as cards, envelopes, and promotional items.
- Ensure seamless communication with other departments to align membership engagement efforts with organizational goals.
- Support admissions during peak times by assisting with ticket sales and greeting guests.
- Engagement, Events & Outreach
- Plan and execute member exclusive events, such as Member Appreciation Month, exhibit previews, scavenger hunts, movie nights, seasonal programs and more.
- Develop new member exclusive events in alignment with department goals.
- Coordinate the reciprocal admissions program, maintaining agreements with participating institutions, including the Association of Zoos & Aquariums (AZA) Reciprocal Admissions Program, while building partnerships with local attractions to expand benefits and addressing member inquiries about these programs.
- Develop and implement loyalty incentives and personalized outreach initiatives based on member data provided by the Guest Research Coordinator.
- Collaborate with the Membership Manager to brainstorm and execute new member benefits and incentives that increase satisfaction and retention.
- Create regular engagement touchpoints, such as newsletters, email campaigns, and social media updates, to maintain ongoing connections with members.
- Represent Mote at community events to recruit new members, build relationships, and enhance public awareness of membership opportunities.
- Partner with the marketing team to develop promotional campaigns for member events, incentives, and other initiatives.
- Coordinate handouts, giveaways, and other promotional materials for events and outreach activities.
- Develop creative engagement strategies to connect with current and potential members both onsite and offsite.
Additional Details:
Working Hours:
- Start date will be Wednesday, October 1st
- 8:30am - 5pm with required weekend shifts as part of a rotating schedule.
- Flexibility to work evenings or holidays is also expected for member events, community outreach, and engagement activities.
- Labor Category:
- Non-Exempt
- Supervision
- The Member Engagement Coordinator reports to the Membership & Guest Research Manager
Education & Experience
- Bachelor’s degree in business, marketing, communications, or a related field preferred.
- Ideally, at least two years of experience in membership programs, event planning, customer service, or public engagement, preferably in a nonprofit or public attraction setting.
- Experience with membership initiatives, loyalty programs, or reciprocal agreements is a plus.
- First Aid and CPR certified or willing to attain within 3 months of hire date
- Skills
- Exceptional interpersonal and communication skills, both verbal and written.
- Strong organizational and time management skills, with the ability to balance multiple priorities.
- Outgoing, positive, and engaging personality, capable of connecting with diverse audiences in person and online.
- Proficiency in Google Workspace (Docs, Sheets, Drive) and experience with database or CRM systems. Familiarity with point-of-sale (POS) systems is required.
- Creative problem solving skills and initiative in developing and implementing new engagement ideas and programs.
Ideal Candidate:
- The ideal candidate will excel at balancing the operational responsibilities of membership transactions with the creative aspects of member engagement. Enthusiastic, driven, and a self-starter, they are skilled at prioritizing tasks and bringing energy, creativity, and a positive attitude to their work.
- This individual excels at building strong connections with Mote members and is excited to contribute to the success and growth of Mote’s membership program by delivering innovative and rewarding experiences.
Experience Required
- Bachelor’s degree in business, marketing, communications, or a related field preferred. Ideally, at least two years of experience in membership programs, event planning, customer service, or public engagement, preferably in a nonprofit or public attraction setting.
Further Comments
- Full time; eligible for benefits including paid time off & medical benefits.
Perks
- Perks include a 6 person Mote membership, reciprocal admission discounts at partner institutions, and access to Florida Attractions Program benefits like free or discounted tickets statewide.
Salary
- Full Time, Hourly $20 - $25
