Manager, Member Retention

About the Metropolitan Museum of Art

The Met presents over 5,000 years of art from around the world for everyone to experience and enjoy. The Museum lives in two iconic sites in New York City—The Met Fifth Avenue and The Met Cloisters. Millions of people also take part in The Met experience online.

Since its founding in 1870, The Met has always aspired to be more than a treasury of rare and beautiful objects. We are committed to fostering a collaborative and respectful work environment with a staff as diverse as the audiences we engage. Our staff members are art lovers who are passionate about working toward a common goal: creating the most dynamic and inspiring art museum in the world.

At The Met, every staff member – from security officers to researchers to scientists and beyond – lives by our core values of respect, inclusivity, collaboration, excellence, and integrity. 

Respect: Engage one another with collegiality, empathy, and kindness, always.

Inclusivity: Ensure that all are and feel welcome and valued.

Collaboration: Reach across boundaries to exchange ideas and work together toward our shared mission.

Excellence: Lead the cultural world in quality and expertise—and inspire curiosity and creativity.

Integrity: Hold ourselves to the highest moral standards, admit when we fall short, and then evolve. 

About the Membership Department

The Met’s Membership program is one of the largest in the world and includes more than 135,000 loyal Members from around the globe. Members give $90 to $50,000 annually and collectively contribute more than $30M per year. The Membership program is experiencing rapid growth and change as it rebounds from the pandemic, innovates its operations, and prioritizes diversity, inclusion, equity, and access.

The Membership Marketing team is responsible for all Membership and Annual Fund revenue, including $27MM  for Membership renewals, acquisitions, and upgrades; as well as $5MM for the Annual Fund, which includes Member and non-Member gifts to The Fund for The Met.

GENERAL STATEMENT OF RESPONSIBILITES & DUTIES

Reporting to the Senior Manager, Membership Marketing, you will be responsible for the growth of The Met’s Membership renewal program. Working collaboratively with the Membership Marketing team, you will oversee the strategic planning, execution, and analysis of all Member retention, reactivation, and upgrade initiatives. You have experience managing campaigns across multiple channels, including direct mail, email, paid social, telemarketing, texting, and onsite. You are a meticulously organized project manager who can comfortably meet multiple deadlines and thrives in a fast-paced environment. With your data-driven approach to optimization, you enjoy testing new ways to increase retention and deepen Member engagement, all while generating over $18MM in annual revenue.

Please submit your cover letter and resume to be considered for this role.

PRIMARY RESPONSIBILITIES & DUTIES

• Oversee robust retention and upgrade programs, maintaining high retention rates, increasing upgrades within the program, and meeting ambitious revenue targets accounting for more than $18MM in annual revenue.

• Lead complex multichannel renewal and upgrade campaigns, including efforts across mail, email, digital, social, telemarketing, texting, and onsite channels.

• Develop annual marketing plan for Member retention and upgrade audiences; consider institutional goals, exhibitions, Member benefits, past results, best practices, etc., in campaign planning. Partner with the Patron team to assist in their production of Patron renewal and upgrade efforts.

• Supervise and mentor the Coordinator, Retention Marketing role.

• Proactively approach new projects; oversee production calendars, develop creative, draft copy, pull data, and liaise with internal and external partners to ensure the timely production, approval, and fulfillment of campaign efforts across all channels. Ensure that all deadlines are met.

• Define audience profiling and create segmentation strategies to inform marketing efforts that drive Membership growth and retention; pair targeted communications, asks, and offers with the corresponding audience to optimize response rate.

• Define program KPIs and build, manage and present reports and analyses to senior management; interpret the impact of campaigns and initiatives to drive growth-oriented decision-making.

• Optimize channel performance by analyzing past campaign data to enhance response rates, promote/retire audience segments, and increase revenue while minimizing unnecessary