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Membership Associate - Recapture and Fulfillment

Employment type
4 months ago
Los Angeles

KCRW is Southern California’s flagship public radio station and has served the greater Los Angeles community, and beyond, for more than 40 years. The only charter NPR member station to combine news, culture, and music programming, KCRW seeks to inform, enlighten, and delight by serving the whole person.

KCRW is more than just a radio station. Supported in large part by members, KCRW is an integral part of the SoCal community; investigating, teaching, learning, and discovering for the audience and with the audience. Driven by the spirit of Los Angeles, KCRW opens doors to the worlds of music, art, literature, technology, architecture, food, entertainment, and storytelling, by creating inspired programming for curious locavores and passionate global citizens alike. Grounded by an unwavering commitment to ethics and integrity, KCRW’s exceptional team of journalists, producers, writers and storytellers, have received distinguished honors, including The George Foster Peabody Award, Edward R. Murrow Awards, and Corporation for Public Broadcasting Awards.

Membership Associate reports to the Senior Manager, Member Services. This position supports the daily member experience at KCRW. They communicate with potential and current members daily through email, over the phone, and in person. They are responsible for creating a positive experience with every interaction with any member as an opportunity to make a positive impact, to deepen KCRW’s relationship with that individual and increase their giving. They are responsible for gift entry and updates, running monthly member reports, and overseeing the inventory and fulfillment process.

This is a non-exempt, full-time position.

Here’s what you’ll do:

  • Communicate daily with members through email, over the phone, and in-person
  • Responsible for tracking and identifying trends in member communication to alert the team of issues or areas of improvement
  • Process member requests including account updates, payment updates, membership inquiries, thank you gift requests, troubleshooting, etc.
  • Review monthly credit card and EFT declines and prep data for email, mail, and call center recapture efforts
  • Gift entry and updates resulting from duplicate records, events, lapsed recapture efforts, cancellations and non-payments, and comp membership
  • Monthly member reporting on revenue, member count, acquisition sources, gift types, conversion and retention rates, and more
  • Serve as point person with fulfillment center including tracking inventory, running weekly reports to fulfill member thank you gift requests, handling returns, reconciliation, and updates across systems (Salesforce, WooCommerce, KCRW site)
  • Process all departmental and staff requests for thank you gifts
  • Create campaign and product codes in Salesforce to ensure data consistency
  • Process gifts including mail, uploads from online forms, vehicle donations, matching gifts, and employee workplace giving
  • Maintain a robust knowledge of all KCRW offerings and member benefits
  • Helps staff membership events as needed
  • Perform additional tasks as required or assigned


Here’s what you’ll bring :

  • 1-2 years experience in a membership/customer service/data processing role
  • Strong communication and organizational skills
  • A collaborative and innovative approach
  • Strong email marketing and donor CRM experience, preferably Hubspot and Salesforce
  • A love of KCRW and its mission



To apply

Applications must include a resume and cover letter to be considered.  KCRW is an equal opportunity employer and actively recruits to promote diversity in our workforce.  Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity or expression, disability or veteran status.

Please apply at