CAREERS & JOBS (LOYALTY & CX)

V&A is hiring: Retention and Loyalty Manager

Main Purpose of job

The Retention and Loyalty Manager is responsible for supporting with the execution of the V&A’s Membership retention strategy through the development, implementation, and continuous optimisation of automated, data-driven, and performance-oriented email-based loyalty & retention programmes.

In collaboration with the Senior Membership Manager, they will develop a wide range of customer journeys, targeted at multiple V&A Member profiles, spanning from onboarding to renewal, aiming to improve Members’ familiarity with the V&A membership scheme and their exclusive benefits.

They will develop email-based campaigns to encourage engagement of Members with the museum, increase secondary spend and amplify Members’ engagement with the V&A’s public programme, and commercial offers, spanning the museum’s exhibitions, collections and events and its retail and adult learning offering.

They will be a lead proponent of the V&A’s “Membership first approach”, by collaborating with internal stakeholders across the Marketing and other departments to further boost the visibility of the V&A Membership programme across other marketing activities.

Key Responsibilities

• Work closely with the Head of Membership and the Senior Membership Managerto develop data-driven retention strategies aimed at increasing member loyalty, reducing churn, and maximising lifetime value.
• Design, implement, and continuously optimise an automated, email-based V&A member loyalty programme with increased focus on retention of newly acquired members via onboarding and lifecycle stages.
• Use data insights to identify key member segments and customer behaviours in order to develop appropriate, engaging customer journeys with clear objectives and measurable KPIs.
• Oversee the concept, creation, and delivery of targeted, customisable, and performance-oriented email campaigns., with the support of the Email Marketing Officer, Member Retention.
• Manage the creation, adaptation, and repurposing of content (both copy and visual assets) to
• produce emails that are editorially and visually aligned with the programme’s objectives and the V&A’s brand guidelines.
• Monitor KPIs of the programme and adjust tactics accordingly, championing the use of test and learn practices and A-B testing. At the same time continuously adapt the programme to match the V&A’s calendar of exhibitions and activities.
• Measure the performance of the programme and report to the Head of Membership, and other senior stakeholders through regular updates and customisable dashboards.
• Work closely with the Senior Membership, CRM and Reporting Product Managersto ensure that CRM, Email Marketing and Reporting product capabilities and future roadmaps align with the Loyalty & Retention programme’s business requirements.
• Champion V&A Membership within the organisation ensuring a “Membership-first” approach across the V&A’s exhibitions, collections and events and its retail and adult learning offering.
• Create best practices around lifecycle management, segmentation and targeting strategies that could be applied to other initiatives of the organization.

This is a 12month FTC.

Applications Close 08-May-2024 23:59