Donmar Warehouse Projects Ltd Job Description Membership Officer
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DONMAR WAREHOUSE PROJECTS LTD JOB DESCRIPTION MEMBERSHIP OFFICER Reporting to: Individual Giving Manager Working with: Ticketing, Marketing, Finance, Production Location: Donmar Office: 3 Dryden Street, London WC2E 9NA Donmar Warehouse: 41 Earlham Street, London WC2H 9LX Working from home as appropriate Terms: Full time, permanent Working hours: 5 days per week, with evening work where necessary Salary: £22,360- £24,000 per year, based on experience “Powerhouses do not come much smaller, nor more powerful, than the Donmar Warehouse” Sunday Times “The Donmar is a credit to the British stage” Observer “One of the glories of London’s theatre scene” Evening Standard The Donmar Warehouse is a 251-seat, not-for-profit theatre in Covent Garden, led by Artistic Director Michael Longhurst and Executive Director Henny Finch. We have won more than 100 awards in our 28-year history. We bring together a wide variety of people at our intimate warehouse space and elsewhere to create, witness and participate in thrilling, world-class theatre. Through our work on and offstage, we aim to create a more cohesive, functional and creative society by broadening horizons, inspiring empathy and offering outstanding entertainment. We develop new artists and future audiences through our renowned training programmes and our Discover activity with schools and communities. We believe that representation matters; diversity of identity, of perspective, of lived experience enriches our work and our lives. Welcome to important stories, thrillingly told, widely shared. The Donmar Warehouse is a registered charity number 284262. Page 1 of 4 We believe that diversity strengthens and enriches us, and that it is the responsibility of everyone at the Donmar Warehouse to make the arts and cultural sector a more diverse and equal place. As Black, Asian and Ethnically Diverse and disabled people are currently under-represented at the Donmar, we particularly encourage and welcome applications from Black, Asian and Ethnically Diverse, and disabled applicants. Purpose of the role: Membership Officer The Donmar Warehouse raises more money as a percentage of income than any other subsidised theatre in the country. Each year we raise around half of our turnover from a strong combination of individuals, corporates, and trusts and foundations. The Membership Officer is a permanent position within the Donmar Warehouse and plays a key supportive role in the Development department during a crucial time in the theatre’s fundraising ambitions. Delivering the highest possible service to individual donors and working closely with the Individual Giving Manager, the Membership Officer helps to plan and coordinate the strategy, stewardship and administration of Donmar Friends, Copper and Steel supporters. Duties and Responsibilities Membership • Work with the Individual Giving Manager to develop a strategy for the management and development of the Friends, Copper and Steel membership schemes, briefing and working with the development team as appropriate. • Undertake regular reviews of the Friends, Copper and Steel memberships, looking at ticket take-up, movement between levels and other areas of interest. • In conjunction with the Marketing Team, coordinate and train the Ticketing Team to ensure they are proactively and expertly upselling membership to ticket-buyers, and are able to provide an excellent first point of contact for Donmar Friends and Copper supporters, and deal with escalated issues as necessary. • Act as the first point of contact for ticket requests from Steel supporters and manage the day- to-day administration for this group. • Manage and regularly review the renewal process for Friends, Copper and Steel memberships, ensuring that members are sent reminders in a timely way and records are accurately maintained. • Proactively identify ways to increase retention and maximise opportunities to cultivate new philanthropic support. Priority Booking • Lead on priority booking for Donmar Friends, Copper and Steel supporters, planning and delivering the whole process twice yearly or as appropriate in line with the Donmar’s activity • Act as the key liaison with all internal and external stakeholders for priority booking including Marketing, Production and Ticketing teams, designers and printers. • Lead on recruitment and renewal campaigns for members in the priority booking period. Stewardship • Work with the Individual Giving team and the rest of the Development team to create and deliver an events programme across all membership levels. • Ensure a collaborative and sensitive approach to all supporter relationships, internally and externally. • Ensure the Donmar’s individual supporters receive an extremely high level of service. Page 2 of 4 Communications • Working with the Development and the Marketing teams, oversee the communications strategy for Friends, Copper and Steel supporters, including membership campaigns, social media and email communications. • Ensure that the Donmar’s vision and mission are reflected in all the communications to supporters, prospects and inform all activity. • Contribute to and coordinate the regular creation and delivery of a supporters’ e-newsletter in collaboration with the Marketing team. • Ensure recruitment is regularly and timely featured in all of the non-Development communications, such as ticket-buyers newsletters and social media posts. Finance • Oversee Direct Debit processes for the Donmar’s membership schemes, including managing relationships with consultants/third parties. • Process all Standing Orders for Donmar Friends, Copper and Steel supporters. • Manage and process monthly Gift Aid claims for the department, maximising income and ensuring compliance with HMRC Gift Aid regulations, as well as the accuracy and efficiency of the process. • Regularly report on membership numbers to the Individual Giving Manager, Director of Development and Head of Individual Giving as required. Administration • Look after crediting of Friends, Copper and Steel supporters and ensure accuracy in programmes, supporters’ boards and online. • Create and maintain relevant background information on Steel and Copper members where there is potential for upgrade, as appropriate and in accordance with General Data Protection Regulation (GDPR)-compliant practices. • Maintain accuracy and cleanliness of database records for Friends, Copper and Steel members. General Duties • Attend and support the Development department at all corporate, cultivation, stewardship, and Director’s Forum evenings as required. • Attend and support the company at events around productions such as press nights, rehearsal room drinks, first preview events, etc. • Attend internal and external meetings as required, including but not limited to regular meetings with the Individual Giving Manager, Head of Individual Giving and Development department. • Undertake any other duties as may be reasonably required. • Comply with the Donmar’s Equal Opportunities and Health and Safety policies at all times. Person Specification Essential • Excellent customer care skills • Great attention to detail • Proactive, can-do attitude, with a genuine commitment to self-improvement • Fully computer literate: word processing; spreadsheets; database; internet and email • Excellent written and verbal communication skills • Excellent administrative and organisational skills • A team player, with a flexible and collaborative approach • Ability and willingness to work outside of normal office hours when required • Ability to communicate a passion, knowledge and enthusiasm for arts and culture, and to build relationships with people with different expectations and cultural experiences Page 3 of 4 • Personable and presentable Desirable • Experience of working in a customer service or membership role • Experience working with Tessitura or Spektrix or equivalent Customer Relationship Management (CRM) system, and Wordfly • Experience of working in a theatre or other creative environment • A genuine commitment to developing a career in arts fundraising Holiday 25 days a year (rising a day per year, up to 5 years) Benefits (post-probation) • Travel season ticket loan • Subsidised gym membership • £25 towards annual eye tests • Cycle to work bike loan scheme • 6% pension contribution in Donmar’s stakeholder pension scheme and entitled to contribute a minimum amount of 2% Page 4 of 4 .