Membership Associate

  • Deadline / Program Start: 2021-11-01
  • Organization: KCRW
  • Organization Type: Media
  • Location: Santa Monica, CA
  • Recurring: Array
  • URL: Link

KCRW is Southern California’s flagship public radio station and has served the greater Los Angeles community, and beyond, for more than 40 years. The only charter NPR member station to combine news, culture, and music programming, KCRW seeks to inform, enlighten, and delight by serving the whole person.

KCRW is more than just a radio station. Supported in large part by members, KCRW is an integral part of the SoCal community; investigating, teaching, learning, and discovering for the audience and with the audience. Driven by the spirit of Los Angeles, KCRW opens doors to the worlds of music, art, literature, technology, architecture, food, entertainment, and storytelling, by creating inspired programming for curious locavores and passionate global citizens alike. Grounded by an unwavering commitment to ethics and integrity, KCRW’s exceptional team of journalists, producers, writers and storytellers, have received distinguished honors, including The George Foster Peabody Award, Edward R. Murrow Awards, and Corporation for Public Broadcasting Awards.

Membership Associate reports to the Senior Manager, Member Services. This position supports the daily member experience at KCRW. They communicate with potential and current members through email, over the phone, and in person. They are responsible for creating a positive experience through every interaction with our members and utilizing it as an opportunity to deepen KCRW’s relationship with that individual and increase their support. They are responsible for donation entry including individual checks, matching gifts, car donations, payroll, Donor Advised Funds (DAFs), bequests, etc.

This is a non-exempt, full-time position.

KCRW will have in effect a COVID-19 vaccine mandate for all employees beginning September 15, 2021. The mandate is subject to accommodation in compliance with applicable laws and regulations.

Responsibilities include but are not limited to:
Communicate daily with members through email, over the phone, and in-person
Responsible for tracking and identifying trends in member communication to alert the team of issues or areas of improvement
Review and improve upon regular member communication
Process donations including checks, event purchases, vehicle donations, matching gifts, employee workplace giving, etc
Review monthly credit card and EFT declines and prep data for email, mail, and call center recapture efforts
Reconcile donation entry across systems and with finance as needed
Donation entry and updates resulting from duplicate records, events, lapsed recapture efforts, cancellations and non-payments, and comp membership
Help ensure member donation receipts and acknowledgements are received in a timely manner
Recruit new partners for Fringe Benefits, the member discount program
Oversee the matching gift program by providing confirmation of employee donations to employers and maintaining our list of known matching gift companies
Process member requests including account updates, payment updates, membership inquiries, thank you gift requests, troubleshooting, etc.
Maintain a robust knowledge of all KCRW offerings and member benefits
Help staff membership events as needed
Perform additional tasks as required or assigned

Required Skills, Knowledge & Qualifications:
1-2 years experience in a membership/customer service/data processing role
Strong communication and organizational skills
A collaborative and innovative approach
Strong email marketing and donor CRM experience, preferably Hubspot and Salesforce
A love of KCRW and its mission

Benefits include:
Premium working holiday pay rate
Sick leave award
Vacation leave accrual
Paid holidays
Health insurance (including medical, dental, vision, FSA, life and AD&D) eligibility
403(b) with company match

Application Instructions:
Please submit a resume and cover letter to apply for this role. Applicants may be required to complete relevant testing to determine eligibility for the role. Applications must include a resume and cover letter to be considered.

KCRW aims to be representative of Southern California, and candidates with traditionally underrepresented backgrounds and perspectives are encouraged to apply. KCRW is an equal opportunity employer and actively recruits to promote diversity in our workforce. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, status as a parent, national origin, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.