Manager, Membership & Loyalty Strategy

Regular Full-Time

(35 hours per week)

ART + AUDIENCE + LEARNING

Based in Toronto, the Art Gallery of Ontario (AGO) is among the largest art museums in North America, drawing close to one million visitors annually. With a collection of over 120,000 works—ranging from contemporary art to celebrated Indigenous and Canadian works and European masterpieces—the AGO offers something for every art lover.
 

Join a leading cultural institution as we redefine membership and loyalty for today’s audiences.

At the Art Gallery of Ontario (AGO), we believe membership is more than admission: it’s a relationship. We’re looking for a strategic, data-driven, and creative leader to help shape the next chapter of the AGO’s Membership & Loyalty program, using customer insights, lifecycle thinking, and innovative engagement strategies to deepen value, retention, and belonging.

As Manager, Membership & Loyalty Strategy, you will design and optimize the full member journey, from attraction and acquisition to engagement, renewal, upgrades, and advocacy. You’ll work closely with our Customer Analytics and Marketing teams to segment audiences, personalize experiences, and deliver Member-first communication across digital and in-gallery touchpoints. You’ll help build an inclusive, community-anchored loyalty program that drives sustainable growth and meaningful impact.

The rate of pay for this position is $89,180 - $111,456 per annum.

What You’ll Do

• Design the full Member journey from awareness to referral, mapping key stages and developing strategies that drive engagement, repeat visitation, upgrades, and loyalty.
• Build a modern loyalty framework including tiered benefits, experiential perks, and behavior-based recognition programs.
• Use CRM, analytics, and automation tools to deliver personalized, timely, and relevant communications throughout the lifecycle.
• Develop segmentation strategies (behavioural, demographic, attitudinal) and use insights to shape offers, benefits, and targeted messaging.
• Lead multi-channel engagement, including digital, mobile, social, email, in-gallery, and direct mail communications that connect Members to AGO programs, exhibitions, and experiences.
• Collaborate across the museum to embed membership thinking and strengthen value across all touchpoints.
• Innovate new membership models, such as flexible terms, subscription-style options, institutional partnerships, and reciprocal opportunities.
• Manage benefit structure reviews and influence pricing, upgrade pathways, and retention strategies.
• Mentor and guide the Coordinator, Direct Marketing, fostering a culture of creativity, collaboration, and continuous improvement.
• Monitor KPIs and optimize performance, using test-and-learn approaches to refine content, offers, engagement, and renewal strategies.

 What You Bring

• 5+ years of experience in membership, loyalty, CRM marketing, or audience development, ideally within arts, culture, or mission-driven organizations.
• Strong experience designing or delivering membership or loyalty programs with measurable results in retention, engagement, and revenue growth.
• A strategic, analytical mindset with expertise in segmentation, audience insights, lifecycle design, and KPI tracking.
• Hands-on experience with CRM systems and marketing automation platforms, with the ability to turn data into meaningful action.
• Proven ability to develop multi-channel marketing strategies across digital, mobile, email, social, and in-person touchpoints.
• Strong communication and storytelling abilities, with exceptional writing skills and a Member-first lens.
• Demonstrated success collaborating across diverse teams and influencing without authority.
• A passion for customer experience, innovation, and creating communities of belonging.
• Knowledge of CASL and ethical data practices; arts/culture experience an asset.

Why Join the AGO

At the AGO, we’re driven by art, people, and ideas. As part of the Brand & Business division, you will play a pivotal role in shaping how audiences build long-term relationships with art and with the Gallery. You’ll be part of a collaborative, creative, and insights-driven team committed to accessibility, innovation, and visitor experience.

We also offer a range of perks designed to help you enjoy art and life beyond the Gallery, including:

• Discounts to GoodLife Fitness.
• Free tickets to every major exhibit at AGO.
• Discounts to major attractions as a part of the Provincial/City Reciprocal Programs.
• Free admission to the AGO for friends and family, discounts at the gift shop, bistro, and Learning Centre.

Our commitment to Diversity, Equity, Inclusion and Accessibility:

At the AGO, we lead global conversations from Toronto through extraordinary collections, exhibitions, and programs, reflecting the diverse community we serve. Committed to fostering inclusion, diversity, equity, and accessibility, we embed these values into our strategic plan and ongoing priorities.

To Apply:

Please submit your resume and cover letter outlining your relevant experience and qualifications online at https://jobs.jobvite.com/ago/jobs/viewall. We thank all applicants for their interest in the position; however, only those selected for an interview will be contacted. Our Applicant Tracking System (ATS) uses AI features to support efficiency and consistency, but all hiring decisions are made by our managers and HR team.

The Art Gallery of Ontario is an Equal Opportunity Employer.