Sustaining Membership Growth Manager (Hybrid NYC)

newyork-public-radio; New York (NY); Hybrid; USD 70,000 - 78,000; Full time

Job summary

New York Public Radio is seeking a Sustaining Membership Manager to develop and execute strategies to grow the sustaining membership program and maximize fulfillment while minimizing attrition. The role reports to the Senior VP of Membership in New York City.

Based in NYC with a hybrid schedule, this full-time position requires coordinating campaigns across on-air, direct marketing, and digital channels, managing recapture efforts, and ensuring systems (Salesforce, Springboard, Member Center)

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 visibility and priority.
• Develop and execute campaigns to grow sustaining membership by acquiring new sustainers, converting one-time donors to sustainers, and upgrading and retaining existing sustainers using on-air, direct marketing, and digital channels.
• Closely monitor both active and passive sustainer attrition to identify reasons for attrition and develop tactics to address the root causes of attrition.
• Manage, execute, and refine monthly "recapture" campaigns via mail and email to obtain updated payment information for sustainers whose payment method has failed.
• Manage the sustainer case queue through which sustaining pledge adjustments not self-serviced by sustainers through the Member Center are identified and resolved. Prioritize cases in order of urgency.
• Perform sustainer data cleanup by handling EFT declines, investigating issues in sustainer processing and working with Fundraising Operations to find solutions and communicate to the team.
• Work with Listeners Services on how to effectively communicate with sustainers when an issue arises. Keep them apprised of any changes that could impact donors and cause them to reach out to us.
• Develop, refine, and improve sustaining member reporting to assess performance of "recapture" efforts, direct marketing campaigns, and overall sustainer program performance.
• Ensure systems functionality by providing input on business requirements for the sustainer program for Salesforce, Springboard, the Member Center, and any future fundraising systems; and testing all enhancements, upgrades, and system migrations that impact the sustainer program.
• Refine and improve existing systems for managing the sustaining membership program and maintain updated documentation on Standard Operating Procedures (SOPs).
• Produce annual tax statements and deliver to all sustainers via email or mail.

Skills

Fundraising databases

Analytical skills

Oral and written communication

Prioritize and multi-task

Customer/member service

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

Salesforce Marketing Cloud

Microsoft Office

Job description

New York Public Radio is seeking a Sustaining Membership Manager to develop and execute strategies to grow the sustaining membership program and maximize fulfillment while minimizing attrition. The role reports to the Senior VP of Membership in New York City.

Based in NYC with a hybrid schedule, this full-time position requires coordinating campaigns across on-air, direct marketing, and digital channels, managing recapture efforts, and ensuring systems (Salesforce, Springboard, Member Center)