Senior Manager Membership Growth and Retention

Number of Openings
1

Description

Job Title: Senior Manager, Membership Growth & Retention

Division: Development

Classification: Non-Exempt, Full-Time

Pay: $80,000- $100,000 (Commensurate with Experience)

Position purpose

Oversee membership programs for WXXI and The Little Theatre, with accountability for membership revenue, acquisition and retention across both. Preserve each program's distinct voice, benefits and member experience. This hands-on digital fundraising leader develops membership strategy, executes campaigns, directs contracted work and supervises on-air fundraising. Close partnership with Marketing and Audience Development, especially Digital Products, all content teams and The Little's leadership is central to the role.

Key responsibilities

• Own annual membership revenue plans and coordinated calendars for WXXI and The Little across email, web, direct mail and other approved channels, including on-air fundraising for WXXI. Set program-specific goals with the Vice President of Development and Executive Director of The Little and CEO of WXXI; align acquisition, renewal, reactivation and upgrade campaigns with partners' programming, audience development and promotional schedules.

• Personally build and launch digital membership campaigns using approved tools. Write appeals, define audience segments and prepare email journeys and conversion-page content. Develop shared campaign briefs with Marketing and Audience Development and communications partners, specifying audiences, messages, assets, deadlines, approvals and channel handoffs.

• Partner closely with Digital Products on membership signup, donation and renewal journeys. Define requirements, jointly test forms and links, and share conversion findings to prioritize improvements. Coordinate paid digital acquisition with Marketing and Audience Development; Digital Products retains platform and technical roadmap authority.

• Develop welcome, renewal, reactivation and upgrade communications suited to each membership program. Advance WXXI sustaining membership and benefits engagement, including Passport. Coordinate The Little's membership offers, benefits and renewal experience with its leadership, member operations and communications colleagues; use accurate preferences and campaign data.

• Serve as WXXI's primary membership lead for CDP and assigned vendors. Set priorities and briefs, approve materials within delegated authority, review performance and manage deadlines. Confirm contracted services and the programs they cover before assigning work; personally execute digital work outside that scope.

• Prepare membership forecasts and expense budgets for both programs; track results and variances with Finance and the relevant operations partners. Recommend changes in investment and timing using net revenue, acquisition cost, retention and longer-term member value.

Leadership and working relationships

• Supervise and coach the Manager, On-Air Fundraising & Membership Content under the proposed structure. Set fundraising priorities, campaign goals and review checkpoints; balance drive deadlines with year-round content and digital work.

• Coordinate with all content teams on the case for support, campaign timing, storytelling and content handoffs. Agree on contributions and review deadlines with the appropriate leaders. Marketing and Audience Development retains department-wide marketing authority; content leaders retain programming decisions and editorial independence.

• Define WXXI campaign and reporting requirements with Development Operations, which retains CRM governance, data quality, gift processing, reconciliation, member service and payment workflows. Coordinate related member communications and work with The Little's member operations on its campaign requirements and service handoffs.

Coordinate solicitation timing and referrals with institutional giving, major gifts and stewardship colleagues. Resolve campaign conflicts with partner teams and escalate resource decisions to the Vice President of Development. Membership accountability covers acquisition, conversion and retention across both programs.

Position Requirements

Required qualifications

• Demonstrated success delivering multichannel fundraising, membership or comparable direct-response programs, with clear responsibility for revenue and retention results.

• Hands-on experience building email campaigns and audience segments, writing persuasive fundraising copy, improving donation or conversion pages, and running practical tests.

• Ability to interpret campaign and donor data, prepare budgets and forecasts, and explain results and tradeoffs clearly. Comfortable with email platforms, spreadsheets and CRM reporting.

• Experience leading staff or projects and coordinating deliverables across marketing, digital product, content and operations teams without relying on supervisory authority.

• Strong writing, project management and collaborative judgment; care with donor information and an ability to communicate respectfully with diverse audiences.

Preferred experience

Public media, arts or nonprofit membership fundraising; sustaining-gift and retention programs; digital conversion optimization; and work with a fundraising partner such as CDP. Relevant skills may be gained through professional, volunteer or other demonstrated experience.

Measures of success

Performance will be assessed against program-specific goals for gross and net membership revenue, acquisition, retention, digital conversion and campaign efficiency, plus WXXI sustainer growth. Additional measures include forecast accuracy, reliable cross-team handoffs, useful tests and effective supervision. Goals will reflect each program's baseline, benefits and approved budget.

Minimum Qualifications

• Associate or bachelor's degree, or an equivalent combination of education, training, and experience.
• At least two years of experience in development, fundraising, nonprofit administration, donor relations, executive support, customer service, or a related field.
• Strong organizational skills and demonstrated attention to detail.
• Excellent written and verbal communication skills.
• Ability to manage multiple assignments, deadlines, and confidential matters.
• Ability to communicate professionally with donors, volunteers, board members, staff, and community partners.
• Proficiency in Microsoft Word, Excel, Outlook, and related office applications.
• Experience entering and maintaining accurate information in a database or CRM.
• Ability to work independently and collaboratively in a fast-paced environment.
• Ability to work occasional evenings or weekends for donor and organizational events
• Demonstrated commitment to diversity, equity, inclusion, and respectful community engagement.

Preferred Qualifications

• Experience in a nonprofit development or fundraising office.
• Familiarity with major gifts, donor stewardship, planned giving, or prospect research.
• Experience with REV CRM, Salesforce, Raiser's Edge, Allegiance, or another fundraising CRM.
• Familiarity with DonorSearch or comparable prospect research tools.
• Knowledge of public media, arts and culture, journalism, education, or community-based organizations.
• Interest in WXXI Public Media, The Little Theatre, CITY Magazine, and WXXI's broader community mission.

Measures of Success

Success in this position will include:

• Accurate and timely maintenance of donor and prospect records.
• Consistent completion of donor meeting preparation and follow-up.
• Timely acknowledgments, stewardship communications, and pledge reminders.
• Improved organization and visibility of the major and legacy giving pipeline.
• Strong administrative support that increases the time gift officers can devote to donor relationships.
• Positive experiences for Leadership Circle, major, directed giving, and legacy donors.

This position is currently accepting applications.