Digital Membership Manager

Job Description

About WHYY

WHYY serves the Philadelphia region with trusted journalism, eye-opening storytelling and intimate local arts programming. Our curiosity and commitment to this community is what drives our programming. It’s also what drives our hiring.

Below you’ll find an employment opportunity in the fast-paced setting of the Philadelphia region’s leading public media provider. The award-winning professional staff of WHYY sets the bar high in television, radio and online. Whether it’s preparing a program to air or a behind-the-scenes role in support, all positions are vital to continuing—and growing—our impact in our community.

WHYY offers a voice to those not heard, a platform to share everyone’s stories, a foundation to empower early and lifelong learners and a trusted space for unbiased news. Learn more about our Social Responsibility Program. It’s how we live.

About the Role

The Digital Membership Manager leads the technical execution, optimization, and day-to-day management of WHYY’s digital membership communications across email and SMS. This role plays a key operational function in implementing Director approved campaign plans, maintaining CRM audience segments, and improving membership journeys through segmentation and automation updates.

The Digital Membership Manager researches and suggests new opportunities, and ensures approved strategic decisions are made accurately, efficiently, and consistently. The role supervises two content writers, coordinating workflow and supporting timely campaign production. The Manager’s supervisor, The Director of On Air and Digital Membership sets strategy, determines messaging direction, approves segmentation changes, and provides final editorial review.

MAJOR DUTIES AND RESPONSIBILITIES

User Journey Execution and Optimization

• Implement and maintain Director approved user journey enhancements, including updates to automation logic, timing, and workflow paths.
• Review existing journeys and identify opportunities for operational improvements in collaboration with the Director.
• Document all workflow configurations, triggers, and logic changes to ensure transparency and continuity.
• Ensure that messages associated with user journeys are correctly built, scheduled, and quality checked before the Director's final approval.

Segmentation, CRM, and Automation Execution

• Build audience segments in WHYY’s CRM systems based on criteria approved by the Director.
• Execute updates to segment rules or automation logic that support membership engagement and revenue goals.
• Maintain detailed documentation of segmentation structures, automation workflows, and targeting logic.
• Proactively identify segmentation or logic refinements that could improve the performance of journeys or campaigns and present recommendations to the Director.

Email and SMS Campaign Production

• Build, assemble, and schedule digital membership campaigns using WHYY’s established templates and content prepared by writers and editors.
• Conduct initial QA, including formatting checks, link verification, template accuracy, and message routing.
• Prepare clean and accurate drafts for Director review and incorporate revisions as needed.
• Ensure that campaign deployment aligns with approved messaging plans and timing requirements.

Team Leadership and Workflow Management

• Supervise two content writers, coordinating workloads, managing schedules, and ensuring timely delivery of campaign materials.
• Provide operational support and coaching to maintain accuracy and efficiency in content preparation.
• Lead the initial quality control review, focused on formatting, structure, and readiness for the Director's final editorial review.
• Foster a collaborative and solution oriented team environment with clear communication and reliable workflow processes.

Membership Campaign Implementation

• Execute campaign plans approved by the Director, ensuring seamless operational workflow from content assembly through deployment.
• Coordinate with external digital strategy consultants to ensure best practices in segmentation, targeting, and technical execution.
• Maintain an accurate and up to date campaign calendar to support planning and production cycles.

Strategic Collaboration

• Participate in planning conversations with the Director by offering operational insights, segmentation considerations, and workflow recommendations.
• Propose improvements to messaging cadence, journey structure, or segmentation logic that align with WHYY’s strategic goals.
• Ensure execution is consistent, accurate, and aligned with WHYY’s membership messaging approach.

Reporting and Performance Monitoring

• Pull and compile performance metrics for email and SMS campaigns, including segment level and journey related results.
• Summarize engagement trends and highlight opportunities or concerns that may inform strategic adjustments.
• Maintain accurate archives of campaign performance and segmentation documentation.

Job Requirements

Qualifications

Education: A bachelor’s degree in English, journalism, advertising, marketing or other related discipline is preferred.

Experience: 5 to 8 years of experience in email marketing, digital communications, membership programs, or related fields. Experience supervising staff, managing workloads, and coordinating production schedules. Experience with nonprofit fundraising, donor journeys, or public media environments.

Technical Skills: Intermediate to advanced understanding of CRM systems, segmentation logic, and automation workflows. Familiarity with SMS tools and digital fundraising strategy. Experience with A/B testing, performance analysis, or optimization initiatives.

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