KPBS Director of Membership

KPBS Director of Membership

Req No: 2023-14908
Category: Radio/TV/Multimedia
Type: Full-Time Contract
Salary: Starting at $10,416.67/mo - $11,666.67/mo, DOE
Close Date:

Overview
This position is open until filled. Salary range is $125,000 - $140,000/yr.

KPBS, San Diego's NPR and PBS stations, provides news and information to more than 1.2 million people each week across San Diego and Imperial counties on TV, radio and digital platforms. A public service of San Diego State University, KPBS has a staff of about 180 (full and part-time) and an overall annual operating budget of around $37 million. KPBS ranks consistently as one of the top public television and public radio stations in the country and locally within the San Diego market.

The Membership area of KPBS functions to develop and implement strategies and tactics that bring core revenue to the station and to cultivate and build relationships with members and potential donors. The area includes the membership functions of database marketing and data quality, membership operations, digital fundraising, member engagement/cultivation, direct and e-marketing, audience services (including front desk staff), on-air fundraising and the vehicle donation program. Combined Membership area revenue expectations are set annually with a FY23 goal of $9.85M ($8M from membership and $1.85M from the vehicle donation program).

The department also manages the communications and relationships (in person, via phone, and via email/online) with approximately 60,000 active station members who donate less than $1,200 annually (members who donate $1,200 and more are separately managed by the Major Gifts team within Development). Out of the 60,000 active donors, approximately 50% are sustaining members.

As a continued response to local and national economics, database and technology improvements as well as changes in ways members consume their media, KPBS continues to pivot and optimize both its operational and revenue-generating areas. The Membership area is focused on maximizing donor gifts, monitoring and adapting to market changes, while preparing and positioning for future opportunities.

Perks you'll enjoy as a member of #teamKPBS

- Working on a college campus & in public media (access to campus facilities and staff discounts, farmer's market Tuesday's, tons of eateries, community events, entertainment)

- Hybrid schedule, remote work flexibility & casual work attire

- Paid time off on your birthday (can take on any day)

- 10 vacation days and 13 holidays off (enjoy 4+ days off over winter break)

- Enjoy a 'beautiful day in the neighborhood' with local employee discounts

- Opportunity drawings to attend SDSU basketball games, local concerts, and events

- Free wellness classes & programs

- Monthly pop-up events for staff & KPBS swag

- Full benefits packages that are unmatched (medical, dental, vision, life)

- Sick leave accruals and paid leave options

- On-site childcare at a discounted rate

- Opportunities for continued learning and professional development

- Flexible spending account(s)

- Employee assistance program

- Matching and voluntary retirement savings plan




Responsibilities
This position is responsible for one of the largest revenue-generating segments of KPBS. This position and the supporting staff are responsible for the strategic planning and tactical implementation of activities designed to raise significant annual revenue that result in a targeted net contribution after expenses, and for acquiring, retaining, renewing, and cultivating members for long-term, successful relationships.

In collaboration with the Associate General Manager, Business and Financial Affairs (“AGM”), the director is expected to oversee the technical needs of the fundraising systems that support the fundraising activities of the membership, on-air fundraising and development departments. This includes ensuring databases, software and financial systems (such as credit card processing and reconciliations) are up to date, optimized and in compliance with local, state and federal law as well as university and industry policies and standards.

The person in this position is considered a “mandated reporter” under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

Strategic Direction (25%)

The director’s core responsibility, within the programs under management, is to provide strategic direction, leadership and support in the development and implementation of initiatives that reach or exceed the department’s revenue and active member goals, as determined annually by station leadership. The director is responsible for ensuring the staff is managed in such a way that revenue generation, internal/external customer service, ongoing cultivation of members, and careful handling of data are key elements of each employees’ duties. Job duties include overseeing membership growth projects including mid-level giving (under $1,200), membership cultivation and sustainer programs. The position has 3 direct reports: the Business Systems & Analytics Manager, Database Marketing Manager and On-Air Fundraising Manager/Senior Producer, and will chair the Membership Acquisition and Advancement Committee (MAAC) whose members include the positions mentioned above. It is imperative for the director to retain a focus on maintaining and improving current strategic programs and initiatives, staying abreast of fundraising statistics and trends, while being a keen advocate focused on future developments in fundraising.

Member Services (20%)

The director is responsible for ensuring the advancement of internal processes and technologies to improve member services; establishing quality assurance standards and protocol; procedure and back-end process development for new revenue initiatives; participate in the defining and development of projects that serve to improve and develop customer service and which build the KPBS brand. The director evaluates and defines member services standards on a regular basis to ensure the continued relevance of established standards. The director ensures the management of the station’s technology and databases used to manage member information is optimized and follows all expected industry, state, federal, and university policies and procedures to ensure protection of privacy, financial information, and accuracy of data.



CRM Succession (25%)

Working in collaboration with the AGM, this position is key to a successful CRM succession from ASI’s iMIS system to ROI Solutions under the Contributor Development Partnership Member Services Bureau (“CDP/MSB”) business model. While the initial “go live” date is anticipated to be January to April 2024, the director will be a key participant in working through the transition including providing team leadership, responsibility for internal and external stakeholder communications, staff position realignment and training, as well as working with engaged service providers to ensure a successful transition on time and within the planned budget. While the CRM succession is targeted for early 2024, it is expected to require significant director involvement and leadership for some time after launch.

Internal and External Coordination (10%)

This position is also expected to provide support for and coordination with internal constituents including Development, Major Gifts, Producer’s Club, and Communications. In addition, this position works closely with outside service providers which are key in producing the annual revenue and net contribution goal. Support and coordination include, but is not limited to, e-marketing both within the department and outside with the Digital Marketing Producer, campaign support with processing transactions and reporting, web forms, the outside call center, CDP/MSB (once service commence) and any other collaborative efforts. As assigned, this position will participate in the organization’s Enterprise Marketing Initiative (“EMI”) focus on broadening the KPBS brand in the market and growing content consumers across distribution channels.

Data & Reporting (10%)

On an ongoing basis, this position is responsible for the timely gathering and reporting of membership data to station leadership, meeting organizational deadlines, and staying current with and understanding industry trends and perspectives.

Systems Integration (10%)

Working under the direction of the AGM, this position is a key stakeholder and critical contributor in the planned succession and implementation of the station’s approach to enterprise-wide systems that integrate with the fundraising CRM system. This includes but is not limited to working with the KPBS Digital Infrastructure team on the constituent data platform (Lytics), as well as with other systems in use either through MSB/CDP, collaborating with teams in the Digital, Marketing and Communications areas as well as the EMI and outside consultants.
Knowledge and Abilities

• Ability to effectively train staff in any required project/activity/tasks including customer service.
• Ability to work independently and manage complex projects within appropriate timeframes, established budgets and by agreed upon deadlines.
• Strong verbal and written communication skills.
• Proactive and collaborative management style.
• Creative, with a focus on continuous advancements in membership and fundraising.

Experience

• Minimum six years customer service and/or quality assurance experience.
• Minimum six years supervisory/management experience.
• Minimum of six years leading a membership team and achieving revenue goals.
• Experience with creating membership marketing plans and attaining positive results with aggressive revenue goals.
• Experience with membership databases, creating CRM strategic planning and assessments including RFPs to transition to new technology.
• Experience successfully transitioning from one CRM to another.
• Experience working in a media environment, particularly a public media environment, where membership campaigns (pledge drives) are a component of revenue generation as well as online fundraising.
• Experience with membership and operations via hands-on supervision of these areas.
• Experience creating and overseeing budgets and proven ability to do projects within a set budget and timeline.

Qualifications
MINIMUM EDUCATION
Bachelor's degree in relevant field or additional experience may be substituted for the required education on a year for year basis.

MINIMUM EXPERIENCE
Six-years of related experience in a management or supervisory capacity.

Additional Applicant Information:

• Applicant must live in a commutable distance from SDSU
• A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with SDSU Research Foundation
• San Diego State University Research Foundation is an EEO/AA/Disability/Vets Employer

To apply, visit https://careers-sdsurf.icims.com/jobs/14908/kpbs-director-of-membership/job?in_iframe=1




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