Vice President of Member Services

The Vice President of Member Services reports to the Chief Executive Officer and is responsible and accountable for managing a team of six with oversight for Customer Service, Data Entry, Call Center, Mailroom, and Gift Shop operations. This is a newly created position designed to develop strategies, support succession planning, and modernize and professionalize the workflow process and growth. The VP supports the delivery of excellent and highly engaging service, ensuring members satisfaction and connection to the Shrine. In collaboration with the leadership team, the VP will manage their team by guiding them in the optimal delivery of services aligned with CAMM’s mission and purpose, while coaching and supporting their professional growth and development.

• Manage the work and performance of a team of employees who serve in a customer service operations with a focus on providing prompt, accurate, and quality service.
• Interact with members to respond to call escalations and questions.
• Collaborate with Finance and Institutional Advancement to align and coordinate with business plans and service delivery goals.
• Extract and analyze data within the donor management systems to support fundraising campaigns, strategic planning, and annual budgeting process.
• Ensure members receive optimal and consistent service by reviewing the quality of the service team’s interactions with members, and by creating accountability through coaching with the goal of sustained outcomes.
• Work directly with Senior Director of Retail Sales to develop and implement an annual sales plan that supports the overall mission.
• Identify service opportunities that will support effective business processes, procedures, and solutions to drive a culture of continuous improvement in service delivery at all levels.
• Other duties as required.

The Vice President of Member Services must have an understanding of and a passion for the mission of CAMM with an appreciation for Vincentian values and an understanding of Catholic language. The ability to effectively partner with the CEO to strategically move the organization forward will be critical to the success of the candidate. The Vice President will be a relationship builder and visionary thought leader who can productively collaborate with other members of the team. The successful candidate will be flexible and compassionate to address the practicalities of a growing nonprofit, along with the creativity and persistence required to elicit new thinking and change.

• Minimum of ten years of progressively responsible experience overseeing operations, membership services, customer relations, or related functions preferably within a mission-focused nonprofit institution or for profit organization.
• Demonstrated ability to lead, motivate, and develop staff, fostering a culture of accountability, professional development, high performance, and customer focus.
• Demonstrated ability to think strategically, plan, and execute multiple, complex projects with experience building and scaling teams and systems.
• Strong understanding of leading customer service concepts, customer experience, and delivery methods.
• An ability to consistently set and meet quarterly and annual goals while monitoring for operational effectiveness, including established production and accuracy standards.
• Demonstrated leadership, with proven, progressive people management experience.
• Strong technical skills with extensive knowledge of CRM/Donor Management Systems such as Eprisa, BlackBaud, or Salesforce.
• Proven experience managing the complexities of multiple system feeds with Donor Management Systems (inputs/outputs) and the ability to extract, comprehend, interpret, and communicate data while successfully interacting with both the vendor and team members.
• Must be a self-starter with the ability to take initiative and think strategically.
• Strong organization and persuasion skills.
• Superior communication skills to express, orally and in writing, CAMM’s mission, vision, and goals with clarity, passion, and persuasion.
• People-oriented with a natural and innate desire to connect and build relationships along with a working knowledge of donor relations and fundraising strategies.
• Self-confidence, humility, integrity, warmth, and a flexible personal style combined with a sense of humor that will earn the respect and attention of the constituent base.
• Bachelor’s Degree required; Master’s degree in business administration preferred.
• Must be willing and able to travel occasionally.
• Available to attend events after work hours or on weekends as needed.

Founded in 1915, the Central Association of the Miraculous Medal (CAMM) is dedicated to spreading devotion to Mary Immaculate and her Miraculous Medal and supporting the Vincentian Priest and Brothers of the Eastern Province programs that provide assistance to the poorest of our brothers and sisters in Christ.

The Shrine of Our Lady of the Miraculous Medal located in the heart of Philadelphia provides visitors a sanctuary for prayer, meditation, and pilgrimage to God and to Our Blessed Virgin Mary, as well as the opportunity to enjoy the Museum’s historical collection of Marian and religious artwork.

The Central Association of the Miraculous Medal has four central purposes that define their driving mission:

• To render honor to Mary Immaculate and to encourage the use of her Miraculous Medal with prayers and devotions to her, under the title of Our Lady of the Miraculous Medal.
• To support the education and formation of men for the priesthood and brotherhood in the Congregation of the Mission.
• To support the aged and infirm Brothers and Priests of the Eastern Province of the Congregation, the parent body of The Central Association of the Miraculous Medal.
• To support the apostolic works of the Vincentian Eastern Province on behalf of the charity and service for the poor in our community.

Mary Jo Timlin Hoag was appointed CEO of CAMM in early 2018. Mary Jo came from a successful business career with leadership roles in Aetna, General Motors, GE Healthcare, and Children’s Hospital of Philadelphia. Through her experience in operations strategy, program development, employee engagement, change management, and organizational development, she has strategically led CAMM to tremendous growth over the last five years. Under her leadership, the CAMM budget has grown from $3.5 million to $6.7 million with the goal of continued growth. Mary Jo and her team have ushered in a new era for CAMM developing innovative programming, increasing marketing and social media presence, and building a long-term strategy for growth and support through fundraising efforts.

Programming such as the Catholic Business Network, Young Adult Holy and Happy Hours, Prayer Ministries, and Holiday Concerts continue to attract new supporters to the Shrine and the mission of CAMM. Recently the innovative Beyond Sunday initiative has begun to offer educational programs and retreats to schools, parishes, and other faith-focused organizations virtually, onsite, or at the Shrine.

In December of 2022, Pope Francis granted Basilica status to the Shrine. This great honor will require a strategic effort to enhance organizational infrastructure to build capacity and meet the needs of a rapidly growing multi-faceted organization.

For additional information about CAMM, please visit https://miraculousmedal.org/.