Overview

Manage the museum’s customer relationship management (CRM) database and supporting software tools to efficiently utilize data and performance metrics to improve procedural efficiency, increase earned and contributed revenue, and maximize positive internal and external user experiences. This pivotal role provides key information to senior management for strategic decisions, and supports all staff in their interactions with our data.

ESSENTIAL JOB FUNCTIONS
1. Database Management & Governance (20%)
• Manage the structure and organization of the museum’s CRM database, Altru, including taxonomies, code tables, information hierarchies, and data entry procedures.
• Create, implement, and maintain data organization systems and procedures that encourage good data hygiene and facilitate best practices.
• Proactively identify data hygiene problems and opportunities for improved efficiency, accuracy, and precision; work inter-departmentally with CRM users to resolve existing issues.
• Provide internal, inter-departmental technical support for Altru users and onboard new users.
• Serve as primary liaison with CRM vendor for service, billing, and contract issues.
• Maintain and support integration and reconciliation of data between primary CRM and ancillary software systems, including Cuseum, Emma, ArcGIS, Quickbooks, etc.

2. Operational Data & Metrics (20%)
• Consult inter-departmentally on data and reporting needs, and provide data reports as assigned.
• Manage earned revenue records collected through CRM.
• Manage long-term museum data archives, with a strong emphasis on attendance tracking.
• Support museum staff with self-guided data research projects, including developing queries and training staff on query usage.
• Serve as a primary point of contact for developing and implementing web surveys to gather customer feedback, community input, or exploratory data
• Compile and present regular metric scorecards on performance indicators.
• Evaluate, analyze, and report past and current data for trends and/or patterns in attendance, revenue, demographics, or other metrics, and to support forecasting, goal-setting, and strategy.

3. Web Sales Process Management (20%)
• Develop, test, implement, and maintain web sales systems, procedures, and processes.
• Create and maintain transaction portals for earned and contributed revenue, including events, programs, membership initiatives, fundraising drives, etc.
• Draft, proofread, and implement copy and technical language for web transaction portals and supporting webpages, including web descriptions, user guides, FAQs, etc.
• Provide technical support for end-users and internal users of web sales systems.
• Create, edit, and maintain WordPress Contact Form 7 contact forms.

4. Registration Data & Process Management (25%)
• Implement and administer program, event, and membership registration systems across all venues: daily sales, online sales, advance sales, and group sales; maintain communication on inter-departmental needs to ensure all registration systems conform to user expectations, including discounts, special offers and promotions, registration schedules and timeframes, user guides, etc.
• Maintain Altru program calendar and regularly audit program event requests.
• Provide technical support for end-users for all registration inquiries and issues.
• Provide support for internal users of registration systems, including technical support and error resolution, training on novel registration procedures, retraining on best practices, escalation for system outages, and resolution of escalated customer registration complaints.
• Maintain accurate registration records (including enrollment, revenues, registrant demographics, etc.) in primary CRM, and provide pre- and post-event data and data analysis, pro-forma and as requested by event/program staff and organizers.
• Cultivate comprehensive knowledge of museum reservations and sales procedures, to plan and execute any related registration tasks as assigned.

5. Data & Process Oversight & Optimization (15%)
• Develop and communicate a strategic and tactical roadmap for museum data systems.
• Consult with staff on process and workflow needs to design, test, implement, and support novel workflows, processes, and procedures.
• Evaluate existing processes on an ongoing basis for weaknesses or improvement opportunities, and work with inter-departmental teams to ensure user satisfaction and optimal implementation of processes.
• Onboard staff for new processes or workflows, and provide guidance and training.
• Manage inter-departmental, ticket-based task management systems to maintain efficient workflows on existing and in-development processes and designs.

JOB QUALIFICATIONS
Necessary Education or Work Experience
• High degree of computer literacy, proficiency in Excel and HTML
• Strong organization skills and attention to detail
• Experience managing or working in a CRM database (Altru experience is preferred)
Required Knowledge & Skills
• High degree of detail-oriented analytical capacity and creativity, to proactively identify data trends, data significance, markets, and areas of interest, to inform strategic marketing approaches
• Excellent computer skills (relevant programs are Blackbaud Altru, SurveyMonkey, Emma, WordPress, Contact Form 7, QuickBooks)
• Ability to work diplomatically and effectively with internal and external customers
• Excellent process development, problem-solving, and interpersonal skills
• Strong written and oral communication skills
• Ability to develop strategic goals and budgets and track data, including revenue and other performance metrics
• Basic accounting and billing knowledge
• Understanding of and respect for diversity
Other Qualifications/Requirements:
• Occasional weekend and evening work required.

REASONS TO JOIN OUR TEAM
• Flexible schedule to balance work and play
• Collaborative, creative team with cross-department activities and opportunities
• Convenient downtown location on the Capitol Square, good bike access/public transportation
• Free 6-person Madison Children’s Museum membership, including reciprocity at museums and science centers across the country
• Benefits include opportunity to participate in 401K plan, insurance, paid time off/holidays
• Free admission to select Madison Children’s Museum events and parties, including Adult Swim

PHYSICAL DEMANDS & WORK ENVIRONMENT
This position requires the ability to do one or more of the following throughout the day: stand, walk, sit, bend, and reach above and below shoulder level. The position also involves frequent repetitive motion. The noise level in the work environment is usually moderate.

DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Madison Children’s Museum is an equal opportunity employer and fully subscribes to the principles of equal employment opportunity. It is the policy of this company to provide employment compensation and other benefits related to employment based upon qualifications, without regard to race, color, religion, national origin, age, gender, veteran status, disability, or any other basis prohibited by federal or state law. As an equal opportunity employer, this company intends to comply fully with all federal and state laws and the information requested on this application will not be used for any purpose prohibited by law.

TO APPLY
For best consideration please submit resume and cover letter by Sunday, March 10, 2019 to Jonathan Zarov at: [email protected] Position is available to start as early as Monday, March 25, 2019.

About Madison Children's Museum

Madison Children's Museum is a nonprofit organization serving 200,000 visitors annually and is recognized as among the top 15 children’s museums in the US.  We are a non-profit educational facility inspiring children and adults to learn, love, and celebrate.

Our staff of 65 individuals are dedicated, professional, and playful people who believe in the mission and values of the museum.  The CEO has 30 years as a leader in children’s and science museums.  MCM’s board of directors consists of 24 people from all walks of life who bring their wisdom, wealth, and work to bear on our success.  We will be launching a major capital project, and the person in this new position will help our leadership successfully achieve those goals as well as continue the operations of this award-winning museum to support the MCM mission and vision.  As leaders in our field and community, we practice our values.