Membership Assistant

The Development Department must raise approximately £3.2 million each season to support Wigmore Hall’s programming, as well as its work within the community. The Membership Assistant is responsible for helping to maintain a high standard of customer service for members and donors, administering and processing donor data, and providing important administrative support for the day-to-day running of the Development Office. They will play a key role in planning and co-ordinating membership events at Wigmore Hall, as well as supporting the department to facilitate membership and donor acquisition, retention and stewardship.

The successful candidate will support a wide range of activity, whilst helping to drive improvements to processes and customer service. As well as gaining insight into the vital role Development plays within a cultural organisation, they will also work closely with other departments, including Wigmore Hall’s Marketing and Box Office departments.

MAIN DUTIES AND RESPONSIBILITIES

• Supporting the Head of Membership and Appeals in all membership related activity, including the fulfilment of membership benefits
• Facilitating the delivery of key membership processes including:
  • Processing membership applications and renewals
  • Accurately recording membership and donor data, ensuring all records are up to date and data processing protocols are adhered to at all times
  • Managing the production and dispatch of membership packs, renewal mailings, receipts, invoices and acknowledgement letters
  • Taking payments across several channels and managing monthly Direct Debit collections
• Dealing with general enquiries and membership/development related enquiries on the telephone, in writing or by email, escalating issues where necessary
• Planning and organising an annual series of membership events at Wigmore Hall to engage members and enrich their experience with the organisation and its work
• Attending operations meetings to discuss event logistics with House Management and Restaurant staff
• Supporting the Development Department as necessary including the organisation and stewardship of donor events such as receptions, dinners and gala evenings
• Welcoming donors at occasional evening/weekend events as and when required (time off in lieu is available)
• Working closely with the Marketing Department to support and coordinate member and donor communications via email and social media, and to develop digital offerings for members
• Maintaining membership credit listings in Wigmore Hall brochures and online
• Maintaining the general efficiency of the Development Department, liaising with the team and co-ordinating tasks as appropriate, as well as helping to cultivate an environment of continual improvement
• Administering complimentary memberships for American Friends of Wigmore Hall donors

PERSON SPECIFICATION

Essential

• Excellent customer service skills and attention to detail Familiarity with MS Office and an aptitude for learning new software
• Strong organisational and time management skills, with the ability to meet deadlines
• High level of written and verbal communication, with a professional but friendly communication style
• Willingness to work evening/weekend events as and when required

Desirable

• Appreciation for music and the programme at Wigmore Hall
• Experience using a CRM system
• Experience in a customer facing or administrative role