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About the Role

The Sustaining Membership Manager develops strategies to grow the sustaining membership program and manages its day-to-day operations to maximize pledge fulfillment and minimize attrition.

Responsibilities

• Act as an advocate for the sustainer program to ensure its visibility and priority in all Membership fundraising efforts.
• Develop and execute campaigns to grow the sustaining membership program by acquiring new members, converting one-time donors, and upgrading/retaining existing members using on-air, direct marketing, and digital channels.
• Monitor active and passive sustainer attrition to identify reasons and develop tactics to address root causes.
• Manage, execute, and refine monthly “recapture” campaigns via mail and email to obtain updated payment information for sustainers with failed payment methods.
• Manage the sustainer case queue for resolving sustaining pledge adjustments not self-serviced by sustainers.
• Perform sustainer data cleanup by handling EFT declines, investigating processing issues, and collaborating with Fundraising Operations.
• Work with Listener Services on effective communication with sustainers regarding issues and changes that could impact donors.
• Develop, refine, and improve sustaining member reporting to assess performance of recapture efforts, direct marketing campaigns, and overall program performance.
• Ensure systems functionality by providing input on business requirements for fundraising systems (Salesforce, Springboard, Member Center) and testing all enhancements, upgrades, and migrations.
• Refine and improve existing systems for managing the sustaining membership program and maintain updated Standard Operating Procedures (SOPs).
• Produce and deliver annual tax statements 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 and tracking expenses against the budget.
• Perform other tasks or projects as requested by the SVP.

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
• Experience in customer/member service would be a plus
• Ability to prioritize and multi-task
• Include cover letter along with resume.

Location

• New York City (or the immediate metro area)

Work Type

• Full-time
• Hybrid

Education Level

• Bachelor's degree or equivalent experience

Salary/Compensations

• $74,276.57 based on a 35-hour workweek

Benefits

• Medical, dental, and vision insurance
• Vacation, personal, and sick time
• Inclusive family leave

About the Company

• New York Public Radio is committed to diversity, equity, and inclusion.
• Our journalism and operations benefit from a broad range of perspectives, from all backgrounds, at all levels of the organization.
• Diversity is essential to honest, authentic, accurate storytelling and reportage; creating an institution in which all voices are encouraged, valued, and heard.

Equal Opportunity

• New York Public Radio is an equal opportunity employer committed to achieving the goal of equal employment opportunity for all.
• Applicants and employees are considered and evaluated for positions without regard to mental or physical disability, race, creed, color, religion, gender, national origin, citizenship status, age, genetic information, military or veteran status, sexual orientation, marital status, employment status or any protected federal, state or local status unrelated to the performance of the work involved.