Manager, Member Retention and Engagement

Manager, Member Retention and Engagement

MoMA is seeking a Manager, Member Retention and Engagement to join the Membership team. The Membership program has a loyal base that delivers lifetime value (LTV) and recurring revenue for the Museum's overall budget. The Manager is responsible for increasing loyalty and LTV among existing and future members in order to increase revenue year over year. They will collaborate with colleagues across the Museum and develop annual member engagement strategies to drive member visitation, renewals, guest passes purchases, donations, shopping in the MoMA stores, and more. The Manager must consider all aspects of the member journey and experience to drive long-term support of MoMA and reduce member attrition.

Responsibilities:

• Designs and executes member retention and engagement strategies across channels, including budget management and multi-year planning.
• Delivers annual strategic plan of initiatives and testing to engage and retain all levels of the Museum's member base and optimize communications.
• Develops and creates member communications, content, and on-site experiences in partnership with membership team members and oversees the implementation and optimization of new initiatives.
• Collaborates with membership and development team members on retention and engagement strategy development for high-level members.
• Partners with Marketing and Design teams to develop creative materials to support member lifecycle communications with the goal of retaining members, especially in their first year.
• Collaborates with on-site experience teams to roll out new in-person touchpoints and programming that drive repeat member visits, shopping, and other behaviors that influence a member's propensity to renew.
• Partners with Digital Product, Information Technology, and Content teams to enhance member digital experience and content strategy, and design digital onboarding, loyalty tracking, and other member engagement touchpoints that drive retention.
• Manages budget to optimize for ideal channel mix and efficient cost per renewal.
• Performs any other duties reasonably related to the functions described above.

Requirements:

• Bachelor's degree or equivalent.
• Four to six years relevant experience in a membership or subscription product organization.
• Experience working with budgets and data and applying business insights to drive results.
• Salesforce or CRM experience is a plus.
• Hands-on experience working with an email service provider like Klaviyo is a plus.
• Strong interpersonal and communication skills as they relate to both internal colleagues and external members and donors.
• Superior organizational skills and attention to detail.
• Knowledge of/passion for modern and contemporary art a plus.

Equal Employment Opportunity has been, and will continue to be, a fundamental principle at the Museum, where employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran status, sexual orientation, gender, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial status, domestic violence, sexual violence or stalking victim status, caregiver status, arrest or conviction record to the extent required by applicable law, credit history, or any other protected category as established by applicable law, including the New York City Human Rights Law ("NYCHRL").

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.