Position Summary

The Database & Customer Service Manager is a full-time, in-person position responsible for the complete data integrity, scheduling logistics, and customer service operations of Craft Alliance’s Education and Studio programs and database records management. Reporting directly to the Education & Programs Director, the Database & Customer Service Manager acts as the primary systems administrator for our program database and the central customer service manager for students, members, and faculty. This role ensures seamless operational workflows, executes complex data reporting, and champions high standards of community engagement.

Core Duties & Responsibilities

1. Database Administration & Data Management (50%)

Systems Management: Serve as the primary administrator for the customer relationship management database (DonorView or similar software), ensuring total data accuracy, up-to-date class offerings and registrations, donor records, and system optimization.
Reporting & Analytics: Build and execute customized queries to pull actionable course schedules, enrollment rosters, financial reports, and contact data. Prepare regular tuition reports, enrollment trends, and student course evaluations to assist the management team.
Financial Rectification: Partner directly with the finance team to prepare, track, and rectify monthly registration deposits and transactions.
Calendar Optimization: Build, maintain, and audit the master organizational calendar, ensuring seamless coordination of classes, open studios, and overall studio availability across all craft disciplines.

2. Customer Service & Stakeholder Communications (35%)

Client Relations Management: Manage and elevate customer service standards for all student, member, and faculty interactions.
Front-of-House Alignment: Train and lead team members on student registration protocols, inquiry escalation, and customer service expectations.
Structured Communications: Serve as the central hub for communications, executing systematic phone, email, and mail campaigns to deliver class-related materials and program updates to students and faculty.
Interdepartmental Liaison: Maintain clear communication pipelines with the Education & Programs, Development, Leadership, and Marketing teams regarding studio availability, membership incentives, and event scheduling.

3. Program Coordination & Special Projects (15%)

Schedule Development: Collaborate with the Education & Programs Director to build out efficient class sessions and community program schedules based on historical enrollment trends and space capacities.
Event Support: Provide operational support for organizational special events and cross-departmental programming as needed.
General Administration: Accept and execute other organizational duties as assigned to support a collaborative “all hands on deck” environment.

Qualifications & Key Competencies

Education: Bachelor’s or Associate degree preferred.
Technical Expertise: Strong computer proficiency is required, featuring advanced skills in Microsoft Office (specifically Excel and Word), and database systems management (e.g., DonorView or equivalent CRMs).
Communication & Service: Exceptional oral and written communication skills with a proven track record in professional customer service management.
Experience: Previous experience working within a nonprofit agency, community arts center, or studio environment is highly preferred.

Salary, Status, & Benefits

Status: Full-Time, Exempt, In-Person.
Salary Range: $50,000.
Benefits Include:
* Paid Time Off (PTO) encompassing vacation and sick leave, plus major holidays.
* Employer-paid percentage of health, dental, and vision insurance.
* 401(k) retirement plan with an employer match.
* Tuition waivers and steep discounts on adult art classes, workshops, and youth camps.
* Discounts on unique contemporary craft items in our gallery space.

To Apply

Please submit your application via email to bryan.knicely@craftalliance.org with the subject line “Database & Customer Service Manager.” Your application must include:

• A current resume.
• A tailored cover letter detailing your specific expertise in database management and customer relations.
• Three professional references, including name, your professional relationship, and contact information.

Organization Overview

Craft Alliance is a nonprofit visual arts center located at 5080 Delmar Blvd in the Delmar Maker District of St. Louis. As a nationally recognized leader in contemporary craft, we offer specialized studio classes, camps, workshops, exhibitions, and community programs.

Craft Alliance is an Equal Opportunity Employer. We value diverse lived experiences and encourage passionate individuals from all backgrounds to apply, even if they do not check every single box on this posting.