Senior Director of Membership

Who We Are:

Founded in 1891 by a group of visionary volunteers The Trustees of Reservations (The Trustees) is Massachusetts premier conservation and preservation organization. TheTrusteespreserves for public use and enjoyment properties of exceptional scenic historic and ecological value in properties are open to all and we thrive by involving as many people as possible in all that we do. We aim to protect special places for future generations toenjoy inperpetuity and have helped protect more than50000 acres including 27000 acres on more than 120 reservations that are open to the public. As a non-profit conservation organization we are funded and supported entirely by our visitors supporters volunteers and our 100000 Member encourage you to learn more about The Trustees on our website.

Posting Information:

Salary:$122500-$157500

New hires are placed in the range between $122500 and $143500.

Hours per week:40

Job Classification:Exempt Full-Time

Job Type:Hybrid

Location:Boston MA

WhatYoullDo:

Your Impact:

As the Senior Director of Membershipyoullshape how tens of thousands of people experience and connect with The Trustees. Through thoughtful strategy strong partnerships and data-informed leadership you will ensure that Membership is nota transaction but a meaningful relationship rooted in access stewardship and shared purpose.

The Role:

As the Senior Director of Membershipyoullprovide visionary leadership for The Trustees membership and customer experience strategy. Reporting to the Chief Marketing and Diversity Officer (CMDO)youlloversee theDirector of Member Engagement andworkcollaboratively across departments to align membership service and engagement strategies with organizational priorities.

In additionyoulldevelopand executemulti-year and annual membership and customer service plans benchmarking performance against peer institutions producing data-driven reports to guide decision-making managing budgets to ensure sustainable growth andestablishingorganization-wide standards for customer service and engagement.

Specificallyyoullberesponsiblefor:

Strategy Planning and Growth

• Develop and execute comprehensive annual and multi-year Membership strategies aligned with organizational goals and revenue targets.

• Lead long-term planning for Membership acquisition retention renewal and engagement.

• Identifyemerging trends technologies and best practices to enhance Member value and loyalty.

• Benchmark performance against peer organizations and industry leaders to inform innovation and continuous improvement.

• Support forecasting scenario planning and market analysis toanticipategrowth and shifts in Member behavior.

Member Experience & Cross-Functional Partnership

• Partner closely with Marketing Visitor Experience Development Finance IT and Property teams to ensure a seamless and consistent Member journey.

• Align Membership benefits communications and on-site experiences across properties and platforms.

• Serve as a senior advocate for customer serviceexcellence throughoutthe organization.

• Establish and reinforce service and engagement standards that reflect The Trustees mission and values.

Data Reporting and Performance Management

• Lead the design implementation and oversight of reporting tools and dashboards(Salesforce).

• Ensureaccuratemeasurement of key performance indicators including Member satisfaction acquisition retention renewal and revenue.

• Translate data into actionable insights and strategic recommendations for the CMDO and Executive Team.

• Promote a culture of data-informed decision-making within the Membership and customer experience functions.

Financial Management and Sustainability

• Develop manage andmonitorbudgets related to Membership and customer service.

• Align resource allocation with strategic priorities and long-term financial sustainability.

• Partner with Finance and Development to ensure Membership revenue supports organizational goals.

• Monitor return on investment for Membership initiatives and programs.

Leadership and Team Development

• Supervise mentor and support themembership and customer service teams.

• Provide coaching performance management and professional development for direct reports.

• Foster a collaborative inclusive and high-performingteamculture.

• Build strong internal partnerships and promote shared ownership of Member experience.

Organizational Leadership and External Engagement

• Serve as a senior organizational voice on Membership customer service and engagement.

• Represent The Trustees in external forums professional networks and industry groups.

• Share best practices and learn from peer organizations and partners.

• Contribute to enterprise-wide initiatives related to access equity and visitor engagement.

WhatYoullNeed:

Skills and Experience:

• Bachelors degree or equivalent professional experience; advanced degreea plus.

• 10 years of progressive leadership experience in Membership customer experience marketing or related fields.

• Proven success developing and leading Membership or subscription-based programs at scale.

• Proven experience owning or managing CRM and membership systems and partnering closely with IT and data teams (e.g. Salesforce Classy Acme).

• Strong analytical skills with experience using data to drive strategy and performance.

• Experience managing complex budgets and revenue-generating programs.

• Demonstrated ability to lead mentor and develop high-performing teams.

• Exceptional communication collaboration and stakeholder management skills.

• Commitment to equity inclusion and creating welcoming experiences for diverse communities.

• Passion for conservation public access and mission-driven work.

Eligibility Criteria:

• Current authorization to work in the United States a candidate must have such authorization by his or her first day of employment.

• A satisfactory criminal background (CORI) check.

Dont quite have all the skills and experience listed above We still want to hear from you!Research shows that historically marginalized groups are less likely to apply if they do not meet every single requirement. We are committed to building a diverse team and encourage you to apply even if you are missing some of the skills and experience above.

QuestionsContact our People team at

Your Benefits:

• Sick time:120hoursper year

• Vacation time:20daysper year(prorated)

• Holidaytime:12 set holidays 3 floating

• Health insurance:You are eligible toparticipatein the Trustees health insurance benefit via Blue Cross Blue Shield (BCBS). BCBS also offersadditionalbenefits such as fitness reimbursement and rewards for healthy habits.

• Short-Term and Long-Term Disability Insurance

• Massachusetts Paid Family Medical Leave

• Life Insurance

• 401k with 5% match after 1 year of employment

• Employee Assistance Program:Free access to a confidential service that helps employees and their communities with personal and work-related issues such as mental health support counseling and financial advice.

• Reciprocity:Employees have access to free and discounted admission and membership to more than 50 nearby museums and cultural institutions.

• Discounts:Enjoy free entry to all Trustees properties discount event tickets and discounted merchandise at our storesand onstays at our inns.

• Day of Wonder:Spend one workday per year to exploring a Trustees property

• Day of Service:Spend one workday per year to helping with a project at a Trustees property

Equal Opportunity and Diversity:

The Trustees is a proud equal opportunity employer and does not discriminate against any protected status including but not limited to age race ethnicity sex gender sexual preferences nation of origin religion or disability status and strongly encourages applications from people of color persons with varying abilities women and LGBTQ applicants. We aspire to reflect and effectively serve the residents and communities of Massachusetts who are at the core of our mission.

The Trustees commitment to advancing the organizations vision for this work may be found here:Diversity Belonging Inclusion and Equity.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

We are committed to creating an inclusive and accessible work environment. To request reasonable accommodation during the application or interview process please contact us at.

Required Experience:

Exec