The Museum of Fine Arts Houston functions as an integrated visual arts experience centered in one of the nation’s great cities. Counted amongst North America’s largest museums, MFAH has permanent collections spanning more than 6,000 years of history with an encyclopedic collection of more than 65,000 works of art and a wide range of media from six continents. The main campus encompasses 14 acres in the heart of Houston’s Museum District, with buildings contributed by world-renowned architects housing permanent collections; 450,000 square feet of permanent and temporary exhibition spaces; a variety of horticultural features and visually stunning gardens, fountains and outdoor exhibition areas; restaurants and arts-themed retail shops; school, classrooms, research and lecture hall facilities; archives, libraries and conservation facilities; and administrative offices. During most of the transformative Campus Redevelopment that has been in process since 2012, annual attendance reached a high of 1.25 million despite significant construction.
Houston stands among America’s largest cities by population and area, is diverse racially and ethnically, and is an economic powerhouse with a very strong arts ecosystem that attracts over 7 million visitors alone to the Museum District where MFAH is centered. MFAH employs over 600 staff members funded solely by MFAH. 400 docents support the educational mission, and 1,500 volunteers support a broad range of MFAH activities.
The MFAH has extensive COVID mitigation protocols in place to provide for a safe working environment, including: Face coverings required for staff at all times in public settings; Plexiglas partitions for staff members who do not work in offices; Temperature checks for staff at entrances; Onsite COVID testing for staff who work in close contact with colleagues or visitors.
We are currently seeking to hire a Member Experience Manager. In this role, you will oversee member benefits, fulfillment, events, programs and other experiences to ensure the acquisition and retention of members with annual membership contributions up to $1,500. You will be a leader in member engagement, devising and executing strategies to deliver a premier experience to members, leading to increased membership conversion, improved retention, and a strengthened donor pipeline. The selected candidate will report to the Membership Manager and hold a key role in the Membership and Guest Services Department, as there are approximately 50,000 individuals who are members.
We are offer: Medical, Vision and Dental Insurance; Life and Long Term Disability Insurance; MFAH Retirement Savings Plan (403b); Flexible Spending Plans; Paid Time Off, Reserve Time Off, Volunteer Time Off, Holiday Pay; and Museum Membership and Discounts.
Deliver a world-class onsite experience to all members when visiting the Museum. Create experiences and opportunities that cultivate a community of members to further engagement and deepen loyalty to the Museum. Ensure that all member events are welcoming to and inclusive of a diverse audience; create and deliver reports tracking results of these efforts.
Develop strategies and work with Guest Services team to increase visibility of member benefits on-site with the goal of increasing visitor-to-member conversions.
Develop a system for tracking benefit usage and responding with ways to encourage utilization and visitation, which will have a positive impact on member retention.
Lead and refine the Museum’s member experience strategy to ensure that benefits are aligned across all levels, to create a pipeline from visitor to members, and member to donor.
Develop and maintain a strong knowledge of the Museum’s collections, exhibitions, and offerings to inform their plans for creating an engaging member experience.
Connect with the Museum’s Curatorial and Learning and Interpretation Departments to identify and create content that aligns with timely exhibitions or displays, which strengthen the member experience.
Work closely with staff in Annual Fund, Leadership Circle, and Patron Groups to enhance the member-to-donor pipeline, achieving quantifiable growth in revenue and conversions, and helping to identify prospects for other giving groups at the Museum.
Oversee Art Crowd, the membership group for individuals age 21-40. Develop a lively experience for each event, which includes but is not limited to private exhibition or collection access, a reception, music, and art-making.
Develop and leverage relationships with local community groups and peer non-profits to attract new members and have a positive impact on diversifying membership in ethnicity, age, and income to align with the demographics of Houston.
Run the University Partnership Program, and pro-actively connect with representatives at local universities to increase enrollment in this program that provides Museum benefits to college students.
Maintain an ongoing relationship with these reps and determines ways to promote the program to eligible students, thus increasing student visits to the Museum. Track visits by school and reports on them. Create and spearhead plans for an annual College Night.
Conceive and orchestrate the annual member holiday party, which is an important annual museum-wide experience with families in mind.
Assess types of member benefits, monitor and ensure that benefits are fulfilled at each level of membership.
Develop the look and text for materials and invitations—printed and electronic—related to programs and events, and coordinate projects from inception to distribution.
Write and submit member event and program listings for publications, emails, and website.
Determine metrics for measuring member satisfaction. Track, analyze, and report about member satisfaction and attendance at each member event and program; assess how to increase participation.
Provide training to on-site Ambassadors on visitor to member conversion and work closely with Guest Services Manager on customer services strategies surrounding member entry, ease of purchase, member issues, and related on-site operations. Develop sales incentives to drive on-site purchases and create fun way to motivate onsite staff to sell memberships.
Maintain an understanding of industry standards and trends, implementing as appropriate through outreach, training, and dialogue with comparable institutions.
Commitment to providing outstanding customer service at all levels, at all times.
Strong writing, editing and verbal communication skills.
Tactful and diplomatic to effectively interact with members and co-workers in other areas of the museum.
Strong organization skills combined with vision, creativity and an entrepreneurial spirit.
Strong project management skills.
Self-starter, must be energetic, enthusiastic, tactful, and professional.
Ability to be energized and excited by contact with the public and various departments within the museum.
Able to manage a budget and maintain detailed records of invoices, expenses, and event income.
Attention to detail and follow-through.
Professional appearance and conduct.
Well-versed in process mapping, data analysis, and financial/revenue reporting.
Able to work nights and weekends as required for membership events and sales opportunities.
Bachelor’s Degree in a related field or a combination of education and related work experience in a full-service consumer, hospitality, membership, or development/fund-raising environment.
3-5 years of experience working in a cultural organization or member-serving institution.
Demonstrated fluency in MS Office suite.
Ability and desire to infuse creativity, innovation, and fun into each day.
Advanced knowledge and understanding of meeting and event planning principles, requirements and procedures is preferred.
Driven and results oriented with a desire to “make it happen”.
Fluency in Spanish is preferred.
Qualified candidates may apply online by clicking here. Click on All Current Employment Opportunities to submit your cover letter, resume, and list of professional references.
Equal Opportunities for All
Our commitment to our policy and practice of nondiscrimination represents more than good intentions. It provides for employment decisions that are made without regard to race, creed, color, age, gender, sexual orientation, religion, national origin, gender identity or expression, genetic information, disability, or veteran status, or any other protected characteristic as established by law or any other reason unrelated to your ability to join and contribute to our organization and support our mission to provide a museum experience for all. The Museum of Fine Arts, Houston is equally committed to the full inclusion of all qualified individuals interested in employment with the organization. As part of this commitment, we want to ensure that persons with disabilities are provided reasonable accommodation needed to 1) participate in the job application or 2) interview process; 3) perform essential job functions; and/or 4) participate in the benefits and privileges of employment with the MFAH. If reasonable accommodation is needed, please contact the human resources department: HR@mfah.org.