Member Services & Engagement Manager

The Member Services & Engagement Manager is a critical frontline representative of the Merola Opera Program, responsible for coordinating engagement efforts with members, donors, and the public. This role manages development and marketing operations, ensuring that Merola’s mission and programs are effectively communicated and supported to drive revenue. Working closely with Merola’s team, this position plays a central role in driving membership growth, enhancing donor relations, and supporting Merola’s visibility and branding efforts. This position is central to ensuring strong donor and member relationships, as well as driving Merola’s visibility and growth through strategic engagement and marketing efforts.

Essential Duties and Responsibilities

Member/Donor Relations & Development Operations

• Process all incoming donations, including checks, online contributions, and pledges, ensuring accurate entry into the CRM system and timely acknowledgment of gifts.
• Act as the primary point of contact for all current and prospective members and donors, responding promptly to inquiries via phone, email, and in-person interactions.
• Provide detailed information about Merola’s programs, benefits, and giving opportunities to ensure clear communication and strong relationships.
• Assist with the annual membership renewal process, including preparing and sending renewal appeals, processing renewals, and following up with members to ensure retention.
• Ensure timely fulfillment of all membership benefits, including access to events, recognition in listings and publications, and other perks associated with giving levels.
• Prepare and distribute acknowledgment letters and other communications that recognize donor contributions and provide updates on the impact of their gifts.
• Track and manage donor interactions within the CRM (Salesforce), maintaining detailed records of all communications and activities to support ongoing engagement efforts.
• Support institutional giving efforts and ensure adherence to award requirements and crediting.
• Generate tax receipts and other official documentation for donors and funders, adhering to IRS guidelines and organizational policies.
• Maintain and update donor records in the CRM, ensuring that all information is accurate, complete, and secure.

Marketing, Communications, & Content

• Website Management:
  • Manage Merola’s website content, updating and maintaining the content management system (CMS) to ensure that all information is accurate, timely, and engaging.
  • Work with web designers and developers as needed to update the website’s design, functionality, and user experience.
  • Regularly review website analytics to assess traffic patterns, user behavior, and the effectiveness of online content, making recommendations for improvement.
• Social Media Management:
  • Create, schedule, and manage posts across Merola’s social media platforms, including Facebook, Instagram, Threads, and LinkedIn.
  • Respond to social media inquiries and monitor engagement.
  • Assist in developing photo and video content to enhance social media presence and engagement.
• Publications & Design Support:
  • Assist staff with in-house design and publication needs using Adobe Design Suite, ensuring all materials meet Merola’s branding and quality standards.
  • Coordinate and create print and digital materials for Merola activities and events, including newsletters, brochures, and event promotions.
  • Collaborate with designers, PR representatives, and other stakeholders to ensure that all marketing communications align with Merola’s branding and messaging.
• Email Marketing & List Management:
  • Oversee the creation and distribution of email marketing campaigns using platforms like MailChimp, ensuring that messages are targeted, engaging, and effective.
  • Manage email lists, including segmenting audiences based on interests and engagement levels, to personalize communications and improve open and click-through rates.
  • Coordinate with contracted box office to ensure that ticket sales data is accurately recorded in the CRM and integrated with email marketing efforts.

Reporting & Analysis

• Generate regular reports on fundraising activities, including donation totals, donor retention rates, and campaign performance, providing insights to guide strategy.
• Analyze giving trends and donor behaviors to identify opportunities for growth and areas where additional stewardship may be needed.
• Track and report on key performance indicators (KPIs) including social media engagement, website traffic, and email marketing metrics.
• Use data analysis to assess the effectiveness of marketing strategies and recommend adjustments to improve reach and engagement.
• Conduct benchmarking studies to compare Merola’s marketing and fundraising efforts against industry standards and peer organizations.
• Develop custom reports as requested providing detailed analysis of specific initiatives or trends.
• Present findings in clear, actionable formats, using charts, graphs, and other visual aids to support decision-making and strategic planning.