Senior Director of Membership

The Trustees of Reservations•Boston, MA

30d•Hybrid

About The Position

As the Senior Director of Membership, you’ll shape how tens of thousands of people experience and connect with The Trustees. Through thoughtful strategy, strong partnerships, and data-informed leadership, you will ensure that Membership is not a transaction, but a meaningful relationship rooted in access, stewardship, and shared purpose. As the Senior Director of Membership, you’ll provide visionary leadership for The Trustees’ membership and customer experience strategy. Reporting to the Chief Marketing and Diversity Officer (CMDO), you’ll oversee the Director of Member Engagement and work collaboratively across departments to align membership, service, and engagement strategies with organizational priorities. In addition, you’ll develop and execute multi-year and annual membership and customer service plans, benchmarking performance against peer institutions, producing data-driven reports to guide decision-making, managing budgets to ensure sustainable growth, and establishing organization-wide standards for customer service and engagement.

Requirements

Bachelor’s degree or equivalent professional experience; advanced degree a plus.
10+ years of progressive leadership experience in Membership, customer experience, marketing, or related fields.
Proven success developing and leading Membership or subscription-based programs at scale.
Proven experience owning or managing CRM and membership systems and partnering closely with IT and data teams (e.g., Salesforce, Classy, Acme).
Strong analytical skills with experience using data to drive strategy and performance.
Experience managing complex budgets and revenue-generating programs.
Demonstrated ability to lead, mentor, and develop high-performing teams.
Exceptional communication, collaboration, and stakeholder management skills.
Commitment to equity, inclusion, and creating welcoming experiences for diverse communities.
Passion for conservation, public access, and mission-driven work.
Current authorization to work in the United States – a candidate must have such authorization by his or her first day of employment.
A satisfactory criminal background (CORI) check.

Responsibilities

Develop and execute comprehensive annual and multi-year Membership strategies aligned with organizational goals and revenue targets.
Lead long-term planning for Membership acquisition, retention, renewal, and engagement.
Identify emerging trends, technologies, and best practices to enhance Member value and loyalty.
Benchmark performance against peer organizations and industry leaders to inform innovation and continuous improvement.
Support forecasting, scenario planning, and market analysis to anticipate growth and shifts in Member behavior.
Partner closely with Marketing, Visitor Experience, Development, Finance, IT, and Property teams to ensure a seamless and consistent Member journey.
Align Membership benefits, communications, and on-site experiences across properties and platforms.
Serve as a senior advocate for customer service excellence throughout the organization.
Establish and reinforce service and engagement standards that reflect The Trustees’ mission and values.
Lead the design, implementation, and oversight of reporting tools and dashboards (Salesforce).
Ensure accurate measurement of key performance indicators, including Member satisfaction, acquisition, retention, renewal, and revenue.
Translate data into actionable insights and strategic recommendations for the CMDO and Executive Team.
Promote a culture of data-informed decision-making within the Membership and customer experience functions.
Develop, manage, and monitor budgets related to Membership and customer service.
Align resource allocation with strategic priorities and long-term financial sustainability.
Partner with Finance and Development to ensure Membership revenue supports organizational goals.
Monitor return on investment for Membership initiatives and programs.
Supervise, mentor, and support the membership and customer service teams.
Provide coaching, performance management, and professional development for direct reports.
Foster a collaborative, inclusive, and high-performing team culture.
Build strong internal partnerships and promote shared ownership of Member experience.
Serve as a senior organizational voice on Membership, customer service, and engagement.
Represent The Trustees in external forums, professional networks, and industry groups.
Share best practices and learn from peer organizations and partners.
Contribute to enterprise-wide initiatives related to access, equity, and visitor engagement.

Benefits

Sick time: 120 hours per year
Vacation time: 20 days per year (prorated)
Holiday time: 12 set holidays, 3 floating
Health insurance: You are eligible to participate in the Trustees health insurance benefit via Blue Cross Blue Shield (BCBS). BCBS also offers additional benefits, such as fitness reimbursement and rewards for healthy habits.
Short-Term and Long-Term Disability Insurance
Massachusetts Paid Family Medical Leave
Life Insurance
401k with 5% match after 1 year of employment
Employee Assistance Program: Free access to a confidential service that helps employees and their communities with personal and work-related issues, such as mental health support, counseling, and financial advice.
Reciprocity: Employees have access to free and discounted admission and membership to more than 50 nearby museums and cultural institutions.
Discounts: Enjoy free entry to all Trustees properties, discount event tickets, and discounted merchandise at our stores and on stays at our inns.
Day of Wonder: Spend one workday per year to exploring a Trustees property
Day of Service: Spend one workday per year to helping with a project at a Trustees property