Sustaining Membership Manager

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

Sustaining Membership Manager

Reporting to the Senior Vice President of Membership, the Sustaining Membership Manager is responsible for developing strategies to grow the sustaining membership program, and for managing the month-to-month maintenance of the program to maximize fulfillment (collection of sustaining pledges) and minimize attrition.

Responsibilities

• Act as an advocate for the sustainer program to ensure its visibility and priority in all Membership fundraising efforts.
• Working with colleagues across the Membership department, develop and execute campaigns to grow the sustaining membership program by acquiring new sustaining members, 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 (payment failures) 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.

• Oversee the complete process from file pull through to delivery of mailed Membership acknowledgments.
• Process Membership department invoices by submitting them for approval through Concur and tracking expenses against the budget.
• Perform other tasks or projects as requested by the SVP.

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

Additional Information

This is a full-time role. The annual salary range is: $74,276.57 based on a 35-hour workweek, with benefits. New York Public Radio also offers excellent medical, dental, and vision insurance, vacation, personal, and sick time, as well as inclusive family leave.

This role is based in New York City (or the immediate metro area) and operates in a hybrid capacity. This individual is expected to work onsite at WNYC's Manhattan headquarters at least 2 days a week.

Commitment to Diversity, Equity & Inclusion

New York Public Radio is committed to diversity, equity, and inclusion. We continuously strive to place our employees at the center of our thinking and elevate inclusive practices to develop and support a more engaged and productive workforce. Our journalism and operations in the service of that journalism benefit from a broad range of perspectives, from all backgrounds, at all levels of the organization. Diversity is essential to honest, authentic, accurate storytelling and reportage; creating an institution in which all voices are encouraged, valued, and heard.

Equal Opportunity

New York Public Radio is an equal opportunity employer committed to achieving the goal of equal employment opportunity for all. Applicants and employees are considered and evaluated for positions without regard to mental or physical disability, race, creed, color, religion, gender, national origin, citizenship status, age, genetic information, military or veteran status, sexual orientation, marital status, employment status or any protected federal, state or local status unrelated to the performance of the work involved.