Jobs: Member Services Manager
National Headquarters, New York City
Lambda Legal is a national organization committed to achieving full recognition of the civil rights of lesbians, gay men, and people with HIV through impact litigation, education and public policy work. Headquartered in New York, Lambda Legal has regional offices in Chicago, Los Angeles, Dallas and Atlanta.
The Member Services Manager reports to the Director of Membership and Integrated Direct Marketing, manages the Members Services Assistant-Researcher and works closely with other regional and national development staff to ensure that Lambda Legal’s individual supporters receive the best “customer service” possible as well as expand membership recruitment and marketing opportunities through an integrated direct marketing plan.
Lambda Legal’s Membership team is responsible for ensuring that Lambda Legal donors at all levels are acknowledged promptly and receive the information and service they need. Utilizing email, phone, snail-mail and the website, the Member Services Manager works with the entire development team to expose members and potential donors to a wide range of Lambda Legal materials, events, volunteer opportunities as well as ensuring member issues are resolved quickly. As a member of the direct marketing team, the Member Services Manager will also play a key role in the development, design and execution of fundraising activities; including email blasts, the design and writing of direct mailers, telemarketing and street team activities.
This position is responsible for developing and expanding existing member services programs to provide access to desired information, keeping members engaged in Lambda Legal’s work, and guaranteeing that members’ concerns/questions are handled correctly and professionally. Overseeing the Member Services Assistant, the Member Services Manager will be responsible for ensuring questions and queries from members and the public are responded to in a timely manner as well as developing systems to ensure that donation payment problems are resolved quickly. The Member Services Manager will work with the Director of Membership in developing campaigns aimed at expanding current membership programs (including the monthly giving society), ensuring the appropriate integration of fundraising messages into online properties, social media and emails (including building fundraising pages within the Convio CRM and reporting), and expanding the use of online/email streams for member prospecting, including fulfilling some writing and graphic design needs. Because Lambda Legal’s fundraising efforts are structured around teamwork and flexibility, the Member Services Manager may be called upon to assume responsibilities outside of his or her areas.
Minimum of two years customer service or development experience in an annual giving program. Outstanding written communication, interpersonal, and administrative skills required. Ability to work independently in a high-paced/expectation environment. Database operations experience with a high level of computer skills including knowledge of Excel and Word, Raiser’s Edge and Convio CRM highly preferred. Some graphic design experience is preferred with knowledge of Adobe CS.
Salary is commensurate with experience within the guidelines of the Lambda Legal salary scale. Excellent employer paid benefits package including medical, dental, life and long-term disability insurance and generous employer contribution to retirement account. Generous vacation.
Email or fax cover letter and resume to:
Matthew Rojas, Director of Membership and Integrated Direct Marketing
Fax 212 809-0055
Please use specified email address. No phone calls.
Lambda Legal is an equal opportunity employer. People of color, women, people of all gender identities and gender expressions and people with disabilities, including HIV, are encouraged to apply.