Membership Manager (On-site)

JOB DESCRIPTION 

  • Position Title: Membership Manager (In-Person) 
  • Classification: Non-Exempt 
  • Reports to: Chief Communications Officer (CCO) 
  • Date Created/Updated: January 13th, 2025 
  • Hiring Pay Range: $50,000 
  • Position Location: Golden, CO 
  • Typical Schedule: Full-time (40 hours/week), M/Fr Remote, Tues/Wed/Thurs In-Office 

About the Colorado Mountain Club (CMC) 

The Colorado Mountain Club (CMC) is a 501(c)(3) nonprofit organization dedicated to promoting adventure, recreation, conservation, and education in the outdoors. Founded in 1912, CMC provides access to year-round activities, events, and schools tailored to a wide range of outdoor enthusiasts, from novices to experts. With over 6,000 members, CMC facilitates more than 3,000 trips annually and offers 250+ courses, fostering a dynamic community of adventure seekers and conservationists. The club serves a diverse population, including 7,000 K-12 students through youth programs across Colorado. 

Position Overview 

The Membership Manager at Colorado Mountain Club (CMC) is responsible for overseeing the membership services team and ensuring a high level of service for all members. This position will manage membership campaigns, reporting, and communications while maintaining member satisfaction through various platforms and outreach efforts. The Membership Manager will also develop and manage materials, audit membership benefits, and coordinate external events to promote the club and enhance member engagement. 

Key Responsibilities 

Customer Service 

  • Provide general assistance through shared email inbox. 
  • Monitor and analyze metrics to ensure timely and effective responses to member inquiries. 
  • Assist with member phone calls to ensure all inquiries are handled in a prompt and professional manner. 
  • Support members and volunteers in person with a variety of tasks and questions.  

Membership Support & Recognition 

  • Plan and execute membership campaigns each season to attract, engage, and retain members. 
  • Collaborate on the design and management of CMC-branded merchandise, ensuring offerings are aligned with member interests and needs. 
  • Manage event materials and our volunteer street team.  

Database Management 

  • Oversee membership-related reporting and ensure accurate data entry in Salesforce. 
  • Manage member profiles, ensuring they are up-to-date and accurate. 
  • Develop and maintain the Membership Dashboard for tracking key performance indicators (KPIs). 
  • Support staff and members in functionality of website and website database, and report issues to CCO.  

Membership Training and Materials 

  • Create and maintain member facing training resources through our website 
  • Develop and maintain training materials for membership-facing staff to ensure consistent service standards. 
  • Conduct regular audits of membership benefits and update materials as needed to reflect current offerings.  
  • Develop and maintain Standard Operating Procedures (SOPs) for the membership department to ensure consistency and efficiency in operations. 

External Event Coordination 

  • Coordinate and participate in external events that promote CMC and its membership benefits. 
  • Act as a representative of CMC to build relationships with potential members and partners. 
  • Work with CMC staff and volunteers to support external events.  

Team Management 

  • Directly manage Membership Services staff, including conducting regular 1:1 meetings. 
  • Oversee payroll, time off, and other HR-related responsibilities for the membership department. 

Budget Management

  • Advise CCO on departmental budget and goals.
  • Manage to budget that is set up. 

Required Competencies 

  • Experience: 3+ years in program management or outdoor education, with a focus on serving diverse populations and advancing inclusivity. 
  • Cultural Competency: Demonstrated experience working with diverse cultural, economic, and linguistic groups, particularly the Latinx community. 
  • Education & Leadership: Experience leading or managing culturally aware programs that integrate DEI-B principles. 
  • Outdoor Expertise: Skilled in outdoor activities, including hiking, climbing, and leading technical outdoor programs. 
  • Volunteer Management: Proven ability to support and manage volunteers in delivering custom, community-focused programming. 
  • Communication Skills: Bilingual fluency in Spanish is highly preferred; strong verbal and written communication skills are essential. 

Minimum Qualifications 

  • Volunteer Management: Proven ability to support and manage volunteers in delivering custom, community-focused programming. 
  • Experience: 3+ years proven experience in membership management, customer service, or a related field. 
  • Technical Competencies: Strong understanding of CRM software (preferably Salesforce) as well as a basic understanding of website databases.  
  • Communication Skills: Excellent communication skills, both written and verbal, to support a diverse group of users.  
  • Leadership: Experience managing a team and handling payroll and HR tasks.  
  • Creativity: Experience in designing engaging campaigns and analyzing performance metrics.  
  • Outdoor Experience: Passion for outdoor activities, including hiking, climbing, snow sports, and more! 

Preferred Qualifications 

  • Technical Skills: Proficiency in Office 365, Google Suite, and other program management tools. 
  • Passion for Diversity: Commitment to advancing outdoor opportunities for underrepresented groups and supporting DEI-B initiatives. 

Compensation & Benefits 

CMC offers a competitive salary of $50,000 annually for this non-exempt position. Benefits include: 

  • Health, dental, vision, life, and disability insurance. 
  • Generous vacation and sick leave 
  • Along with generous accrual rates for PTO, CMC observes 14 holidays (including your birthday) as well as the days from December 26th-December 31st at paid time off for employees.  
  • Each year employees are front-loaded 7 days of sick leave 
  • Each year employees are front-loaded 2 volunteer days to work with other organizations to enrich their personal lives.   
  • Simple IRA plan with a 3% company match.   
  • Employer-matched retirement plan. 
  • Discounts on outdoor gear and CMC technical schools. 

Application Process 

To apply, submit a cover letter and resume to ashleyhanlon@cmc.org. Applications will be reviewed on a rolling basis, with priority given to those received by January 31st, 2025 . Flexible start date in March 3rd, 2025. CMC is an Equal Opportunity Employer and welcomes applicants from all backgrounds. We are committed to promoting diversity, equity, and inclusion in our workforce and programs. 

Non-Discrimination:  

Colorado Mountain Club firmly supports the principle and philosophy of equal opportunity of all individuals, regardless of age, race, gender, creed national origin, disability, veteran status or any other protected category, pursuant to applicable federal state or local law.