Job Details

Membership Officer

Galpagos Conservancy seeks a strategic, proactive, and service-oriented Membership Officer to oversee the growth and stewardship of our membership program. This role is responsible for developing and executing strategies to recruit, retain, and engage members, while ensuring exceptional service and timely communication, and utilizes the EveryAction CRM to drive data-informed outreach and donor workflow automation. The Membership Officer will collaborate with the Philanthropy and Communications teams to provide excellent donor stewardship and drive sustainable revenue growth.

Key Responsibilities

• Member Acquisition & Growth
• Develop Multi-Channel Campaigns
• Ensure alignment with branding and annual fundraising goals
• Leverage EveryAction's segmentation tools to effectively target prospects.
• Increase Membership Enrollment
• Drive growth in membership numbers by at least the targeted annual rate (5% per year) through creative outreach and offers.
• Collaborate with the Marketing & Direct Response officer to optimize online donation forms and the website user journey for easy membership sign-ups and conversions.
• Enhance New Donor Experience
• Ensure all membership touchpoints (giving pages, acknowledgments, products) are timely, consistent, and reflect a strong case for support.

• Member Retention & Stewardship
• Renewal Campaign Management
• Support the Digital Marketing and Direct Response officer on timely membership renewal campaign campaigns via direct mail and digital channels to maintain and improve renewal rates.
• Leverage EveryAction's automation features to set up renewal reminders and membership expiration notices, including multi-touch email workflows and, if appropriate, SMS reminders.
• Continuously monitor lapsed memberships and execute targeted re-engagement campaigns to recapture these supporters and welcome them back into the community.
• Member Stewardship and Communication
• Ensure excellent stewardship of all members through prompt acknowledgements, personalized communications, and meaningful engagement opportunities.
• Collaborate with outreach & philanthropy in a structured new-member welcome series (automated email or mail series) onboard and thank new members, educating them about their impact and mission.
• Work with the Philanthropy Operations Officer to guarantee every member receives timely acknowledgements and that any inquiries or issues are addressed with superior customer care.
• Upgrade & Giving Growth
• Develop strategies to increase each member's lifetime value and levels of giving.
• Devise upgrade campaigns encouraging donors to move up to higher giving tiers.
• In coordination with the Major Gifts Officer, identify highly engaged members with capacity for larger gifts and cultivate their interest or refer them to Major Gift Officer to ensure a smooth transition into higher-level philanthropy.
• Utilize EveryAction to automate targeted upgrade appeals and track response rates to these efforts.

• Data Analysis & EveryAction CRM Utilization
• CRM Data Management
• Maintain accurate membership records and data hygiene in the EveryAction CRM, in partnership with the Philanthropy Operations Officer.
• Update member contact information, giving history, and engagement preferences regularly, and work with operations to deduplicate records and uphold data integrity across systems.
• Ensure EveryAction is effectively integrated with other platforms (e.g. online donation dorms, email marketing tools, etc.) so that membership data flows seamlessly and is available for analysis and reporting.
• Segmentation & Targeting
• Leverage EveryAction's robust segmentation and donor analytics features to inform strategy and personalize outreach.
• Use donor profiles and DonorTrends engagement scores within EveryAction to segment members by factors such as giving history, responsiveness, and capacity.
• Generate segmented lists (queries) for membership solicitations, renewals, and email campaigns, ensuring the right supporters receive the right message at the right time.
• Employ conditional content and dynamic ask strings in communications (with support from the Marketing and Direct Response Officer) to tailor appeals to each segment's giving levels and interest.
• Reporting & Analysis
• Track and analyze key performance indicators of the membership program and utilize data to drive continuous improvement.
• Monitor monthly membership statistics total members, new joins, renewals, lapsed members, retention rate, upgrade conversions, revenue raised and produce concise reports or dashboards for the team and leadership.
• Perform in-depth post-campaign analyses to evaluate the success of each membership appeal or initiative, identifying trends and lessons (e.g. which messages or channels performed best for acquisition or renewals).
• Use EveryAction's custom report builder and visualization tools to help illustrate progress toward goals and inform strategic decisions. Present findings and recommendations based on data. (Eg. Suggesting adjustments to segmentation, timing, or tactics to improve member acquisition and retention outcomes in future campaigns.

• Collaboration & Strategy
• Partner with the Philanthropy team to develop and execute integrated donor engagement strategies.
• Contribute to content development.
• Collaborate with outside vendors as needed to produce high-quality membership collateral while maintaining consistent branding.
• Coordinate with operations on the creation of lists, source codes, donation forms, and fulfillment logistics.
• Regularly liaise with Major Gift Officer to share information on donor trends.
• Coordinate strategies to complement other ongoing cultivation efforts.
• Explore new membership acquisition opportunities.
• Maintain timely, professional outreach to all donors and prospects via phone, email, and social media.
• Ensure EveryAction is utilized effectively across the organization's fundraising operations.

• Budget & Administration
• Manage the membership program budget within approved parameters.
• Ensure all tasks are performed efficiently and aligned with organizational goals.
• Other Duties as Assigned