Director, Member Services

How You'll Contribute

The Advancement team cultivates, solicits, and stewards individuals, as well as foundation, government and corporate partners who invest in the Society to drive impact through science, technology, education, exploration, and storytelling. The team collaborates with Society teams - and often works closely with NGP/Disney - to build transformative and impact-driven strategic partnerships. The team also produces global events that deepen connections and leverage the Society's power to convene, and directs robust annual, major and planned giving programs empowering the Society with a broad base of public support.

The Annual Giving and Membership (AGM) team is responsible for acquiring, retaining, and upgrading donors in support of the National Geographic Society mission to use the power of science, exploration, education, and storytelling to illuminate and protect the wonder of our world.

The Director, Member Services ensures excellent customer service and communications with NGS donors and supporters. The Director manages the overall strategy and the processes by which the organization manages and responds to inbound inquiries. Collaboration with other internal departments (including Advancement Operations, IT, Legal, Visitor Experience, and Communications, among others) to improve and optimize processes to create high value and measurable donor interactions is vital.

Your Impact

Responsibilities Include

Donor Services Strategy, Systems & Training (40%)

• Recommends strategy for donor services at NGS to the Vice President, including defining goals and objectives, as well as identifying and implementing the systems and solutions in collaboration with Advancement Operations and Technology needed to provide excellent service and support.

• Identifies and watches for trends, processing errors, or other issues that may affect donor services and escalates to internal key stakeholders. Provides input on how to improve or solve them and contributes to documentation and new procedures to prevent problems from recurring.

• Documents and provides training on all policies and procedures to necessary staff to handle all donor interactions, escalations, and exceptions.

• Regularly meets with internal NGS teams that also manage inbound and outbound constituent messaging to seek efficiencies, identify shared objectives, and provide input on enterprise-wide solutions and programs.

• Collaborates within the AGM and Operations departments to maintain awareness of current fundraising channels, tactics, offers, and procedures. Participate in discussions that define and plan new fundraising initiatives, advocating for operational efficiencies, ensuring donor-centric elements, and documenting/preparing for donor responses, questions, and feedback.

Donor Engagement (25%)

• Provides a high level of service in all interactions with donors and supporters to help build or maintain strong relationships.

• Manages and resolves donor escalations with excellent attention to detail, tact, and in a timely manner.

• Serves as a back-up for managing and responding to incoming National Geographic Society donor inquiries and requests by responding to emails, phone calls, and letters and tracking interactions appropriately.

Program Analysis (15%)

• Develops and optimizes key performance indicators (KPIs) for donor services that assess the performance of the program, incorporating internal data, external insights, and industry best practices.

• Shares performance updates on an ad-hoc and regular basis within the AGM team and across key collaborating departments.

• Solicits feedback on KPIs and performance updates to continuously improve assessments and internal collaboration.

Team Management (15%)

• Manages one direct report and is responsible for setting out a pathway for career development, including growing skills, ongoing training, and setting annual goals.

• May hire, train, and manage temporary staff at times of seasonal need or increased activity.

Other duties as assigned (5%)

What You'll Bring

Educational Background

Bachelor's degree preferred.

Minimum Years and Type of Experience

10+ years related work experience in areas related to customer service in a marketing and/or fundraising environment.

Necessary Knowledge and Skills

• Proven ability to collaborate with both internal and external stakeholders.

• Knowledge and understanding of principles, practices and regulations applicable to customer service, customer satisfaction and vendor supervision.

• Proven ability to successfully work with members/donors, colleagues from a variety of departments, and outside vendors.

• Outstanding project management and organizational skills

• Excellent written, verbal and interpersonal communication skills

• Strong attention to detail and ability to set and meet deadlines

• A strong commitment to providing quality service

• Familiarity with Raiser's Edge, Engaging Networks,and/or or other CRM/fundraising platforms

• Ability to maintain high standards of confidentiality and professional integrity

• Competency in word processing, spreadsheet, and presentation software (MS Office or Google Workspace) required

Desired Qualifications

• Ability to relate to people of diverse backgrounds, training, and experience.

• Possess a growth mindset and high emotional intelligence

Supervision

1 Direct report

Salary Information

National Geographic Society offers a competitive and holistic total rewards package. Our compensation structure and transparent pay philosophy are based on industry-specific market data for similar sized nonprofit organizations.

The salary range for this position is $123,500 - $136,500.

In addition, the National Geographic Society offers a competitive and comprehensive benefits package that includes, but is not limited to, medical, dental, and vision insurance; engaging and comprehensive wellness program; 401(k) retirement savings plan with matching contributions after 6 months of employment; flexible paid time off benefits with up to 22 days of paid annual leave per calendar year (15 days for new hires in their first year, prorated based on the number of pay periods remaining in the year) and 10 days of sick leave; 12 paid holidays and a paid winter break between December 25 and 31; paid parental leave, adoption and surrogacy expense reimbursement, fertility benefits; learning and development opportunities; Lifestyle Spending Account; pet adoption assistance and insurance; pre-tax transportation benefits with a generous employer subsidy; employer-paid life insurance and disability benefit; and a variety of National Geographic discounts and perks.

Job Designation

Hybrid - At the Society, we believe in the advantages of coming together to build community, mentor and learn from colleagues, and connect more deeply with our mission. As a result, the majority of our staff are Hybrid. Our Hybrid category requires that staff work at Base Camp two days each week: every Tuesday and Wednesday. Hybrid staff are also always welcome to come in additional days each week if preferred.

Candidates must be legally authorized to work in the United States. This position is not eligible for visa sponsorship.

We encourage you to apply even if your experience is not a 100% match with the position. We are looking for someone with relevant skills and experience, not a checklist that exactly matches the job description. We want to help you grow and in return, you help us grow into a stronger, more inclusive organization.