Membership Experience Manager at The Metropolitan Museum of Art
Job Title: Membership Experience Manager
Job Status: Full-time
Location: New York, NY
Salary: $80,000 – $100,000
About the job
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.
Please submit a cover letter and resume.
ABOUT THE DEPARTMENT:
The Met’s Membership program is one of the largest in the world, and includes more than 115,000 loyal members from around the globe. Members give $110 to $25,000 annually, and collectively contribute $25-30M per year. The program is in a period of rapid growth and change, as it rebounds from the pandemic; innovates its operations; and prioritizes diversity, inclusion, equity, and access.
PRIMARY RESPONSIBILITIES & DUTIES:
Reporting to the Deputy Chief Membership Officer for Events and Programs, you will help take the successful membership program to new heights. You will oversee the entire member journey, working to improve member satisfaction, deepen engagement, improve retention, and increase acquisitions. You will lead the strategy for stewardship, benefits, onsite/online experience, and onsite conversion.
You care deeply for the members and their experience. You are a problem solver and have a can-do attitude. You excel at collaboration with your peers and are able to juggle multiple deadlines and competing priorities, while moving projects forward. You are an excellent communicator, knowledgeable about sales, and are able train others on sales techniques. You are creative and also use a data-driven approach.
PRIMARY RESPONSIBILITIES & DUTIES:
- Oversee a comprehensive member engagement strategy to enhance the overall member experience and increase retention, acquisition, and participation.
- Ensure a welcoming, inclusive, and equitable environment for a diverse group of members.
- Lead and refine the member benefits and onsite experience strategy. Continuously evaluate and update benefits and onsite amenities to encourage acquisition, renewal, and upgrades. Track engagement and analyze effectiveness of benefits. Make data-driven decisions to improve the program.
- Oversee member stewardship and benefit fulfillment, devising new ways of stewarding our members, including launching a Member Appreciation Week and a new digital member card. Partner with Development Operations on acknowledgements and ensure seamless delivery of all member benefits.
- Direct visitor-to-member onsite conversion strategy and increase conversion rate to 1-1.5% over time. Oversee the execution of onsite campaigns, partnering with membership marketing and communications teams on signage, incentives, and implementation.
- Lead membership/sales trainings for the Visitor Experience (VX) and Retail frontline teams, ensuring they have all the tools they need to sell memberships onsite successfully. Serve as Membership’s main point of contact with VX, Retail, and Member Customer Service teams, sharing timely updates with them and collecting their feedback to make improvements.
- Create and implement a First Year Retention Plan, with goal of increasing the renewal rate for first year members.
- Regularly conduct surveys and focus groups and use data to improve member experience. Refresh member post-visit survey to make more effective.
- Collaborate with the Member Communications Manager to improve the online experience for members via the website, virtual events, and the member portal.
- Develop and implement tactics to promote benefits and increase participation, with special emphasis on increasing member attendance. Aim to return to pre-pandemic attendance figures over time. Measure success of new strategies, their impact on renewal rates, and adjust as needed.
- Performs other duties as assigned.
EDUCATION AND EXPERIENCE:
- Bachelor’s degree from an accredited college or university, or equivalent experience.
- 4 years customer Service or membership support work experience.
- Experience with and/or passion for museums or cultural organizations. Knowledge of art history preferred.
- Thorough understanding of membership/customer engagement principles, key performance indicators, and industry trends.
- Demonstrated experience in managing and fulfilling benefits and deepening member/customer loyalty.
- Ability to manage time-sensitive and competing priorities in a fast-paced environment.
- Skilled collaborator with strong interpersonal skills.
- Experience in training staff and a strong understanding of sales tactics.
- High level of proficiency in CRM software, standard office equipment, and Microsoft Office programs.
- Superior oral and written communication skills.
- Excellent problem-solving skills.
- Some weekend days required
COMPENSATION RANGE:
- Pay Range : $80,000 – $100,000 / Annually
- The advertised pay scale reflects the good faith minimum and maximum salary range for this role. The advertised pay scale is not a promise of a particular wage for any specific employee. The specific compensation offered to a candidate may be dependent on a variety of factors including, but not limited to, the candidate’s experience, education, special licensing or qualifications, and other factors.
Location Requirements
At time of employment, employees are expected to be located within commuting distance of the Museum. “Commuting distance” means that they are located in one of following states: New York, New Jersey, Connecticut, or Pennsylvania (the “Tri-state and PA” areas), and be able to commute to and from the Museum in a single day.
Benefits Offerings
The Museum provides competitive compensation, and generous benefits and perks for all eligible employees. Note: Benefits Offering may differ based on Employee Status.
- Medical, dental, vision and life insurance
- 403(b) basic retirement plan and optional matching retirement plan with an outstanding employer match
- Considerable paid time off, including annual leave, sick leave, and 13 Museum holidays
- Long-term disability coverage
- Flexible Spending Accounts & Health Savings Account (pre-tax income for eligible health care expenses)
- Commuter benefits (pre-tax income for parking or mass transit expenses)
- Free financial-planning services
- Financial assistance for relevant coursework, seminars, and training programs
- 25% discount for staff in Museum shops
- A subsidized staff cafeteria
- Access to the Museums Council pass, which grants free admission to various museums and cultural institutions
Research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that someone meets 100% of the qualifications for a role. If much of this job description describes you, then please apply for this role.
The Met is committed to the full inclusion of all qualified individuals. As part of this commitment, The Met will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed in this process, please contact benefits@metmuseum.org.
The Metropolitan Museum of Art provides equal opportunity to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, national origin, ancestry, age, mental or physical disability, pregnancy, alienage or citizenship status, marital status or domestic partner status, genetic information, genetic predisposition or carrier status, gender identity, HIV status, military status and any other category protected by law in all employment decisions, including but not limited to recruitment, hiring, compensation, training and apprenticeship, promotion, upgrading, demotion, downgrading, transfer, lay-off and termination, and all other terms and conditions of employment.