PCBC Seeks Member Services Manager

Jan 4, 2018

Job Description: Member Services Manager

Status: Full-time exempt

Reports to: Director of Development

Click here for full job description (.pdf).


The member services manager oversees all donor relations maintenance for sister stations WESA and WYEP and works to ensure a positive, long-term relationship through stewardship and customer service.


The member services manager oversees all stewardship and donor cultivation efforts of the membership department. S/he manages the sustaining member program, which represents almost half of the donor base. S/he is responsible for addressing all member communications, including phone, email and paper mail. S/he ensures prompt acknowledgments for all gifts and timely distribution of thank-you gifts and implementation of all member benefit. S/he plays a key role in donor satisfaction and retention.


Donor Relations

  • Daily: handle all donor correspondence and distribute comments/concerns to appropriate departments as needed. Respond in a timely manner and note member records accordingly. Work to ensure effective and long-term problem resolution.
  • Take phone donations and monitor donation email confirmations to address any concerns that appear in the “comments” field of online gifts.
  • Weekly (minimum): process all donor thank-you letters to ensure timely acknowledgment of gifts via mail merge. Update letters as necessary and coordinate all messaging appropriately.
  • Monthly (minimum): process all thank-you gifts, maintain inventory and recommend new orders as needed.
  • Develop and implement “new member welcome” strategies.
  • Coordinate day sponsorship program, including scheduling and messaging

Sustaining Members

  • Serve as primary contact person for sustaining members.
  • Oversee credit card recapture process, including mailings, phone calls and email strategies.
  • Coordinate seasonal sustainer cultivation efforts, including thank-you gift offers and upgrade asks.
  • Research and make recommendations to continually improve the sustaining member program.

Member Events

  • Coordinate Live & Direct sessions with programming staff, creating member emails, creating reservation pages, conducting lottery as necessary and communicating with members.
  • Coordinate other member benefit events as opportunities arise, including member presale opportunities, member shows, etc. Coordinate with marketing and web staff as needed

General Duties

  • Monthly: generate and mail monthly reminders for open pledges.
  • Generate and arrange mailing of yearly tax receipts.
  • Monitor postage accounts, stationery inventory, order department supplies.
  • Assist with gift processing as needed, including entering checks, verifying and uploading web gifts.
  • Work closely with fellow development team members to ensure success of overall department goals, long-term growth and donor retention
  • Attend and participate in weekly team meetings and other meetings as directed
  • Represent stations at events as needed
  • Other duties as assigned

Required skills and experience:

  • College degree or equivalent experience.
  • Excellent customer service skills with a minimum of five years’ experience
  • Database management experience.
  • Highly organized self-starter with strong time management skills and excellent attention to detail.
  • Ability to take direction as well as be an enthusiastic team player
  • Excellent interpersonal skills; must be comfortable interacting with constituents in person and on the phone
  • Self-starter with strong analytical and problem-solving skills
  • Ability to manage multiple projects at once and meet deadlines as required
  • Strong working knowledge of Microsoft Office
  • Excellent communication skills, both written and verbal
  • Ability and willingness to work occasional evenings and weekends, with some long days required during peak fundraising times
  • Strong judgement, sense of ethics, integrity and accountability
  • Passion for and knowledge of public media and its mission

Pittsburgh Community Broadcasting Corporation offers:
Salary commensurate with experience and an excellent benefits package that includes medical insurance, paid medical leave, 403(b) plan with matching contributions, paid vacation and holidays and a workplace culture that is fun, diverse and progressive.

For consideration, please submit cover letter, resume, and at least three references to msmgr@wesa.fm. In your response, let us know how you heard about the position.

Please, no phone calls.

PCBC is an Equal Opportunity Employer, and actively seeks diversity in the workforce.