Sustaining Membership Manager

New York Public Radio•New York, NY

11d•Hybrid

About The Position

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.

Requirements

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
Ability to prioritize and multi-task

Nice To Haves

Experience in customer/member service would be a plus

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.