Senior Director of Membership

Overview

The Trustees of Reservations is Massachusetts’ premier conservation and preservation organization. The Trustees preserves properties of exceptional scenic, historic, and ecological value in Massachusetts, open to all. We strive to involve as many people as possible in all we do and protect special places for future generations to enjoy in perpetuity. We have helped protect more than 50,000 acres, including 27,000+ acres on more than 120 reservations that are open to the public.

We are a non-profit organization funded and supported by visitors, supporters, volunteers, and 100,000 Member households. Learn more about The Trustees on our website.

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

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: 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. You’ll develop and execute multi-year and annual membership and customer service plans, benchmark performance against peer institutions, produce data-driven reports to guide decision-making, manage budgets to ensure sustainable growth, and establish organization-wide standards for customer service and engagement.

Specifically, you’ll be responsible for:

• 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.

• 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.

• 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.

• 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.

• 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…