Sustaining Membership Growth Manager

New York Public Radio; New York (NY); Hybrid; USD 67,000 - 82,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid vacation

Personal time

Sick time

Family leave

Job summary

New York Public Radio seeks a Sustaining Membership Manager to lead strategies that grow the sustaining membership program and oversee month-to-month maintenance to maximize pledge collection and minimize attrition. This 35-hour hybrid role is based in New York City, onsite required at least 2 days/week.

Reporting to the Senior Vice President of Membership, you will drive campaigns across on-air, direct marketing, and digital channels, analyze attrition, and improve reporting and systems such as

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years of related experience with large recurring giving and/or subscription-based programs.
• Advanced knowledge of fundraising database systems, ideally including Salesforce and Salesforce Marketing Cloud.
• Proficiency in Microsoft Office products.
• Excellent analytical skills.
• Effective oral and written communication skills.
• Experience in customer/member service would be a plus.
• Ability to prioritize and multi-task.

Responsibilities

• Act as an advocate for the sustainer program to ensure its visibility and priority in all Membership fundraising efforts.
• Develop and execute campaigns to grow the sustaining membership program by acquiring new sustainers, converting one-time donors to sustainers, and upgrading and retaining sustainers using on-air, direct marketing, and digital channels.
• Monitor sustainer attrition and identify root causes; develop tactics to address issues.
• Manage, execute, and refine monthly recapture campaigns via mail and email to update payment information for sustainers with failed methods.
• Manage the sustainer case queue and prioritize urgent cases.
• Perform sustainer data cleanup by handling EFT declines and coordinating with Fundraising Operations.
• Communicate with Listeners Services about sustainer issues and changes affecting donors.
• Develop, refine, and improve sustainer reporting to assess performance of recapture efforts and campaigns.
• Ensure systems functionality by providing input on business requirements for the sustainer program for Salesforce, Springboard, the Member Center, and future fundraising systems; test enhancements.
• Refine and improve SOPs for sustainer program documentation.
• Produce annual tax statements and deliver to sustainers via email or mail.
• Oversee the complete process from file pull to delivery of mailed Membership acknowledgments.
• Process Membership department invoices in Concur and track expenses against the budget.
• Perform other tasks as requested by the SVP.

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

Salesforce Marketing Cloud

Microsoft Office

Analytical skills

Communication skills

Customer service

Prioritization & multitasking

Job description

New York Public Radio seeks a Sustaining Membership Manager to lead strategies that grow the sustaining membership program and oversee month-to-month maintenance to maximize pledge collection and minimize attrition. This 35-hour hybrid role is based in New York City, onsite required at least 2 days/week.

Reporting to the Senior Vice President of Membership, you will drive campaigns across on-air, direct marketing, and digital channels, analyze attrition, and improve reporting and systems such as