Manager of Membership

Pennsylvania Academy of the Fine Arts•Philadelphia, PA

13d

About The Position

The Manager of Membership is responsible for building, managing, and growing PAFA's membership program into one of the institution's primary drivers of earned revenue, visitor engagement, and long-term community support. This position combines strategic thinking with hands-on execution and is responsible for every stage of the member lifecycle-from acquisition through renewal, retention, upgrades, and reactivation. The Manager develops the systems, processes, communications, reporting tools, and operational infrastructure necessary to create a sustainable, data-driven membership program that delivers measurable growth and exceptional member experiences.

Requirements

Bachelor's degree or equivalent experience.
3–5 years growing membership, loyalty or subscription programs.
Experience building systems and workflows.
Strong CRM/ticketing/database skills.
Strong analytical and project management skills.
Excellent written and verbal communication.
Entrepreneurial mindset and passion for arts and culture

Responsibilities

Build and grow PAFA's membership program.
Develop acquisition, renewal, upgrade, retention and reactivation plans.
Create a compelling membership value proposition.
Evaluate membership levels, benefits, pricing and promotions.
Continuously improve the member experience.
Manage acquisition, onboarding, benefit fulfillment, renewals, upgrades and lapsed member recovery.
Create annual communication calendars.
Develop campaigns that drive repeat visitation and engagement.
Partner with Marketing on print and digital communications.
Build systems, workflows and documentation.
Oversee processing, fulfillment and customer service.
Serve as institutional expert for membership functionality in CRM and ACME.
Maintain accurate records, reporting and reconciliation.
Develop dashboards and KPIs.
Track revenue, retention, acquisition, visitation and engagement.
Analyze trends and recommend improvements.
Partner with Visitor Experience, Marketing, Development, Finance, Retail, Programs and Exhibitions to integrate membership throughout the visitor experience.
Develop revenue goals.
Track budget performance and ROI.
Identify opportunities to grow earned revenue.