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Description

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. The Trustees’ preserves, for public use and enjoyment, properties of exceptional scenic, historic, and ecological value in Massachusetts. Our 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 to enjoy in perpetuity, and have helped protect more than 50,000 acres, including 27,000+ 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 100,000 Member households. We encourage you to learn more about The Trustees on our website, www.thetrustees.org. 

Posting Information: 

Salary: $122,500-$157,500 

New hires are placed in the range between $122,500 and $143,500.  

Hours per week: 40 

Job Classification: Exempt, Full-Time 

Job Type: Hybrid 

Location: Boston, MA 

What You’ll Do:

Your Impact: 

As the Senior Director of Membership, you’ll shape 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 not a transaction, but a meaningful relationship rooted in access, stewardship, and shared purpose. 

The Role: 

As the Senior Director of Membership, you’ll provide visionary leadership for The Trustees’ membership and customer experience strategy. Reporting to the Chief Marketing and Diversity Officer (CMDO), you’ll oversee the Director of Member Engagement and work collaboratively across departments to align membership, service, and engagement strategies with organizational priorities. 

In addition, you’ll develop and execute multi-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, and establishing organization-wide standards for customer service and engagement. 

Specifically, you’ll be responsible for: 

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. 

• Identify emerging 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 to anticipate growth 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 service excellence throughout the 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). 

• Ensure accurate measurement 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, and monitor budgets 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 the membership and customer service teams. 

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

• Foster a collaborative, inclusive, and high-performing team culture. 

• 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. 

Requirements

What You’ll Need: 

Skills and Experience: 

• Bachelor’s degree or equivalent professional experience; advanced degree a 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. 

Don’t 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.  

Questions? Contact our People team at [email protected] 

Benefits

Your Benefits: 

• Sick time: 120 hours per year 

• Vacation time: 20 days per year (prorated) 

• Holiday time: 12 set holidays, 3 floating  

• Health insurance: You are eligible to participate in the Trustees health insurance benefit via Blue Cross Blue Shield (BCBS). BCBS also offers additional benefits, 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 stores and on stays 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 organization’s 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 [email protected].