Manager of Membership
About The Position
The Manager of Membership is a member of the New York Hall of Science’s Institutional Advancement team and manages and grows its mission-aligned membership program. Reporting to the Vice President of Individual Giving, the Manager is responsible for generating approximately $700,000 in annual revenue through renewals, acquisitions, upgrades, and reengagement among more than 3,000 member households. The role translates NYSCI’s exhibitions, programs, and experiences into compelling reasons for people to join, renew, upgrade, visit, and engage throughout the year. The Manager leads day-to-day membership operations, including acquisition and retention campaigns, onsite sales, direct solicitation, member communications, events and engagement opportunities, customer service, and performance reporting. The position works collaboratively with visitor services, analytics, marketing, finance, education, and other internal and external partners to develop data-driven approaches that grow revenue and deliver an exceptional member experience. The Manager is the visible ambassador for membership, cultivating relationships and helping families deepen their connection to NYSCI.
Requirements
- Bachelor’s degree from an accredited college or university.
- Ability to work a flexible schedule, including weekends, holidays, and occasional evenings.
- Ability to perform repetitive tasks such as typing, reaching, and handling various materials.
- Ability to stand, walk, and move throughout the facility for extended periods.
Nice To Haves
- Two to three years of experience in membership, annual giving, customer engagement, sales, or a related field, preferably at a museum, science center, or cultural institution.
- Demonstrated experience meeting revenue, membership, sales, or customer retention goals.
- Exceptional customer-service orientation and ability to represent NYSCI warmly and professionally to members and visitors.
- Ability to think strategically while taking ownership of hands-on program execution and day-to-day operations.
- Strong mission-focused verbal and written communication skills.
- Demonstrated ability to bring a program vision to life on time and within budget.
- Ability to collaborate across departments and build strong internal partnerships.
- Excellent organizational and project-management skills, attention to detail, and ability to manage multiple deadlines.
- Strong computer skills, including Google Workspace and Excel; experience with email marketing platforms such as Mailchimp; familiarity with Outbound/Ascent or a similar ticketing platform is a plus.
Responsibilities
- Inform and implement the annual membership strategy and revenue plan, focusing on acquisition, retention, upgrades, reengagement, and increased member participation.
- Conduct direct telephone and email outreach to current, expiring, lapsed, and prospective members to encourage renewals, upgrades, reengagement, and new memberships.
- Identify opportunities to convert general visitors into members and develop strategies and promotions that encourage same-day and post-visit conversion.
- Monitor membership trends and best practices at museums, science centers, and cultural institutions, and recommend approaches to strengthen the program.
- Train, equip, and motivate front-of-house staff to communicate membership benefits and encourage membership purchases.
- Represent the membership program and build relationships with prospective and existing members through regular interaction at NYSCI.
- Participate in and evaluate onsite membership sales and enrollment, recommending improvements to joining, renewing, upgrading, and accessing benefits.
- Manage the membership email account and phone line, providing timely, thoughtful, solutions-oriented customer service.
- Collaborate with internal and external partners to identify NYSCI content, programs, exhibitions, and experiences relevant to members.
- Develop an annual calendar of member events, programs, communications, and engagement opportunities.
- Plan and execute member-exclusive events and experiences, including early access and special programs.
- Draft, produce, and distribute the monthly membership newsletter and other member updates and invitations.
- Serve as the primary internal resource for membership levels, benefits, policies, reciprocal programs, promotions, and procedures.
- Maintain accurate membership records and ensure the integrity and effective use of membership data and systems.
- Track and analyze membership revenue, acquisition, renewal and retention rates, upgrades, lapsed-member reactivation, onsite conversion, event attendance, benefit usage, and other key indicators.
- Prepare regular reports for the Vice President of Individual Giving and Chief Advancement Officer on progress against goals, visitor-to-member conversions, and event attendance.
- Manage membership-related expenses and activities within approved budgets.
- Evaluate membership systems, processes, and vendor performance and recommend improvements to operational efficiency and the member experience.
Benefits
- Health, dental, and vision insurance options
- Flexible spending accounts for healthcare, dependent care, and commuter benefits
- Pension plan and 401k plan
- Free life insurance coverage
- Paid vacation and sick leave
- 13 paid holidays off
- Flexible work schedules
- Employee Assistance Program
- Free onsite parking
- Professional growth support
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What This Job Offers
Job Type
Full-time
Career Level
Manager
