Membership Experience & Strategy Manager

• Lead the development and execution of strategies to grow membership through acquisition, retention, upgrades, and enhanced member benefits.
• Drive and maintain the membership program plan, including annual goals, KPIs, and member engagement priorities.
• Advise the Director of Development on membership trends, growth opportunities, and data-driven decision-making.
• Track membership performance and recommend improvements based on data insights.
• Ensure Guest Service Associates (GSAs) are trained and informed on membership goals and acquisition drives.
• Prepare Guest Service Associates (GSA) incentive program for each pay period
• Track and nurture community membership programs (SB, Goleta, and Carpinteria Libraries).

• Ensure prompt, positive, and accurate membership interactions via website, phone, and email, setting quality standards for member communication and service.
• Oversee member fulfillment workflows (packets, digital cards, benefit distribution), in partnership with the Development & Membership Operations Manager.
• Resolve complex member inquiries and support high-level member communications.

• Compose and execute acquisition campaigns, and monthly Member Digest emails in Mailchimp, in collaboration with Marketing & Communications.
• Establish the strategy and timeline for all membership mailings and email communications,
• including acquisitions, renewals, upgrades, and invitations.
• Design and update membership print and digital materials using Canva; coordinate production with mail houses, as needed.

• Work with the Director of Development and Senior Donor Relations Manager to create the annual calendar of membership events and programs.
• Coordinate membership initiatives with all departments.
• Lead planning and execution of member events, such as previews, receptions, and programmatic experiences.
• Prepare invitation lists with support from Development Operations; oversee registration, check-in flow, and follow-up workflows after events.

• Run membership reports, segment lists, and update member/donor records.
• Ensure data accuracy related to membership processing and engagement tracking.
• Collaborate with the Development Operations Manager on data standards and record maintenance best practices.
• Must have or develop proficiency in Alpine, ACME Ticketing, and digital membership card software; serve as a trainer for membership-related functions.

• Accurately process and record high volume of gifts (online, mail, in-person, in-kind) in Alpine while adhering to Garden confidentiality and compliance policies.
• Log incoming daily gifts related to membership, contributions, and/or events received by mail.
• Create daily gift batches, deposit files, and weekly stewardship reports to associated email lists.
• Scan gift documentation materials and maintain digital recordkeeping standards.
• Ensure timely, accurate donor and member acknowledgements, paying special attention to designations and gift details.

Development Collaboration

• Support donor cultivation and stewardship activities by identifying notable member engagement trends and sharing insights with the Development team.
• Attend Development Committee meetings and prepare relevant membership updates.

• Lead membership strategy and experience design.
• Use Alpine to track membership activity, run reports, and update records.
• Manage projects, attend inter-departmental meetings, write reports, and serve as the key membership contact across the organization.
• Problem-solve, manage time, and multi-task to meet deadlines and priorities
• Work comfortably in a fast-paced environment that requires quick turnaround and flexibility
• Work independently and as part of a team to further the goals of the organization
• Lift and carry 20 lbs., bending, squatting and walking stairs and the SBBG trails
• Stand/walk for up to 2 hours at a time, and using a computer or phone for lengthy periods

• Database experience
• Excellent organizational and proofreading skills, with attention to detail and accuracy
• Strong interpersonal communication skills and sensitivity – both verbal and written - with diverse audiences.
• Proficiency in Microsoft Office Suite, with an emphasis on Excel.
• Bachelor’s degree or equivalent knowledge and experience.

• Experience in non-profit office administration
• Fluency in Spanish (not necessary, but we would love this!)
• Public garden or museum experience