MEMBERSHIP &
SUPPORTERS' HOUSE
MANAGER

THE NATIONAL GALLERY

THE ROLE PROFILE

Job purpose

The Membership & Supporters’ House Manager will play a key role in delivering a sector-leading membership proposition that is designed to grow loyalty, deliver elevated experiences, represent value-for-money, and increase contributions and secondary spend from some of the National Gallery’s most highly engaged audiences.

The purpose of this role is to ensure that every element of the membership product portfolio runs smoothly and efficiently, overseeing end-to-end operations, from acquisition through to renewal. The postholder will continually evaluate each element of the membership proposition and work with stakeholders across the Gallery to ensure high-quality member experiences are delivered across all touchpoints.

The role will also lead the day-to-day management of Supporters’ House, the Gallery’s private hospitality venue for House Members, patrons, donors and corporate partners. Working closely with guest hosts, the catering partner, event teams, and other key stakeholders from the organisation, the role will support the delivery of a high quality, sector-leading guest experience that ensures of continuous member and supporter engagement and loyalty to the Gallery.

Key accountabilities and deliverables

1. Product Management, Technology and Systems

• Manage and oversee the process for membership sales, fulfilment, lifecycle management, stewardship, benefits, and programming.

• Ensure benefit propositions for all levels of membership remain relevant and of value to members and the Gallery.

• Brief the database team on the specifications for membership configuration within Tessitura (customer database and CRM system).

• Work with stakeholders to analyse data and make prioritised recommendations for optimising digital channels (Tessitura Network Express Web / TNEW) and the Gallery website.

• Work with the Customer Service and FOH Guest Experience teams to improve quality-of-service delivery, sales, and data collection on-site at the Gallery.

• Reduce friction from the membership experience, ensuring administrative processes for members are self-service wherever possible.

• Support product innovation through research and discovery to deliver a roadmap of product development and new feature releases that drive loyalty.

• Manage stock levels, write creative briefs, and approve assets for membership and Supporters’ House collateral.

• Ensure membership T&Cs and Supporters’ House rules and process documentations are regularly reviewed and kept up to date.

• Engage members at different points across the membership lifecycle through events and work with the CRM and Data & Insight team to identify target groups.

• Work with Marketing team to build a programme for non-Member audience segments, to increase acquisition and encourage advocacy among existing members by facilitating opportunities for them to introduce guests to the Gallery and membership.

• Day-to-day responsibility for the running of the Supporters’ House, providing guidance and support to delivery teams as required, and escalating issues as they arise.

• Set agenda, manage actions and chair the weekly Supporters’ House Operations Meeting.

• Be an active member of the Supporters’ House Programme Board, working closely with Senior Product Innovation Manager (Loyalty) and head of department in managing the strategic oversight and governance of all elements of the Supporters’ House proposition, delivery and performance management.

• Work closely with Venue Hire, Gallery Hosted and Member Events teams in managing the shared usage of the Supporters’ House through close working and utilisation of Artifax, the Gallery’s venue management platform.

2. Data analysis, Forecasting and Reporting

• Responsible for working with the Data Protection Manager and Database team to ensure GDPR compliance standards are always adhered to with robust processes and data management systems in place.

• Co-design and build analytics dashboards and automate wherever possible to provide accurate and insightful data to inform decision making.

• In the absence of dashboards ensure robust reporting is in place to provide accurate and timely information on product performance against KPIs.

• Deliver departmental reports throughout the financial year as required; weekly, monthly, quarterly and yearly.

• Monitor membership acquisition and retention through lifecycle and triggered email data to optimise performance.

• Use data and insight to evolve the Supporters’ House offer over time to ensure members are regularly engaging with the space and spend-per-head targets are achieved.

• Work with the Audience Researcher and Product Innovation team to maximise levels of engagement by understanding the audience profile of members, their needs, their behaviours, and their interests.

3. Guest & Stakeholder Communications and Management

• Track Supporters’ House usage behaviours taking a continuous improvement mindset to the proposition to create and evolve seamless experiences to deliver the highest levels of supporter and guest experience, and membership scheme value-for-money.

• Be a visible representative in welcoming and conversing with guests in the Supporters’ House.

• Build a rapport with members to help ensure an excellent service is delivered, acting on any member feedback provided to optimise the guest experience.

• Active member of the Tessitura Working Group.

• Deputise when necessary for the Senior Product Innovation Manager (Loyalty) and/or head of department.

• Maintain positive working relationships with third party vendors and services providers.

• Deliver staff briefings and training as required to grow product knowledge and enthusiasm across stakeholder groups and ensure high quality and consistent delivery of member benefits and services across multiple touchpoints.

4. Commercial Performance and Planning

• Responsible for achieving revenue and conversion targets for the sale of new, returning, and renewing memberships and Gift Aid.

• Responsible for achieving Gift Membership targets.

• Responsible for working with stakeholders to achieve agreed engagement targets for the membership across the benefits package.

• Responsible for managing expenditure budgets for membership within the wider LSTE P&L accounts.

• Devise and maintain a schedule of relevant activities and key messages to inform marketing campaign planning, channel optimisation and event programming.

• Work with the Marketing and CRM teams to create seasonal plans for campaigns, promotions and lifecycle communications that increase engagement and secondary spend from members, using monthly data to optimise performance.

• Collaborate with caterers and Gallery’s Marketing team to develop briefs and marketing materials that support sales and delivery of premium F&B offers and events.

• Day-to-day relationship management of third-party caterer to set and manage expectations in respect of the Supporters’ House, including regular meeting cycles and physical presence in the space.

• Work closely with the Ticketing Manager on the brief and set-up of ticketed F&B experiences in the Supporters’ House to increase visitation, dwell time and secondary spend.

Key relationships

• Senior Product Innovation Manager (Loyalty)

• Supporters' House and Member Events Coordinator

• Public and Member Events Programme Manager

• Online Events Producer (member events)

• Database Manager

• Marketing, Digital Services, Creative, Data & Insight, Finance & Operation teams

• Hosted Guest Experience team

• General Manager, Searcys (catering partner)

• Supporters’ House Manager, Searcys (catering partner)

Person Specification

Competency/ Performance Drivers

• High level of organisation and planning skills with ability to work to tight deadlines.

• Experience of project management.

• Excellent communication skills, with ability to lead through a can-do, positive and engaging attitude.

• High level of numeracy, accuracy and attention to detail.

• Resilience during busy periods with ability to multi-task under pressure.

• High level of commercial acumen.

• High level of collaboration skills.

• Experience in negotiating with external contractors. and suppliers.

• Keep updated with industry trends and technology advancements.

Technical & Professional Expertise

• Proven ability in project management and stakeholder leadership.

• Ability to understand customer service and operational strategies.

• Proficient understanding of Gift Aid.

• Intermediate-to-high level of knowledge of Microsoft Office, particularly Excel.

• Experience of Tessitura, Artifax, Business Central, Asana (or equivalent systems with desire to learn).

• A comprehensive understanding of GDPR.

• Ability to analyse, report and present data.

• Knowledge of financial processes, budget management and principles of Profit & Loss.

• Understanding of Google Analytics.

• Principles of UX design.

Essential minimum qualification on entry

• Experience of organisational membership schemes and/or loyalty programmes.

• Experience of venue management and/or operational oversight of hospitality and catering spaces.

The Promise Performance Behaviours (9)

• Passionate, Engaging, Polite, Positive, Patient, Approchable, Adaptable, Consistent, Professional.

SUMMARY OF TERMS AND CONDITIONS OF EMPLOYMENT

Membership & Supporters' House Manager

Contract

Permanent, full-time, Monday - Friday.

35 hours per week (excluding 1 hour lunch break per day).

The salary is £41,000 - £45,000

Annual leave entitlement of 26.5 days, rising to 31.5 days pro rata at five years’ service (both entitlements exclude Public Holidays and one privilege day).

HOW TO APPLY

It is important to complete all sections of our application form in order to ensure that we have all the information necessary to consider you for the job you are applying for. There are a number of sections to complete before submitting your application. However, you can save your application form at any stage and return at any time prior to the closing date to complete.

If you have any questions on the information you should provide, or have any difficulties completing the form, please contact the Human Resources Department at recruitment@nationalgallery.org.uk.

Employment & Academic History

Due to the value of our collection the Gallery undertakes extensive preemployment screening, including a criminal record check. As part of our security screening process we need to account for all of your time over the past 3/5* years and willverify the information provided. However we are interested in all of your relevant work experience so please provide us with your career history.

Supporting Information

In this section you should provide any information that supports your application. The essential role criterion shows you the criteria which are necessary to carry out the responsibilities of the job and will be used to shortlist candidates for interview. By using the role profile, you should outline how your skills, knowledge and experience match the requirements of the post.

Shortlisting

The National Gallery operates name free recruitment, which means an applicant's name and personal details are not visible to recruiting managers in the shortlisting process. By removing the applicant's name and other personal information, such as their ethnicity or the university they attended, we aim to ensure that people will be judged on merit and not on their background, race or gender

Selection

For some roles at the Gallery we will ask you to complete a variety of selection activities to allow you to demonstrate your abilities and suitability for the post. These may include ability tests, personality questionnaires, work simulation exercises, interviews, etc. Details of the specific activities will be advised to you as part of the process.

Equal Opportunities Monitoring

The Gallery is committed to equal opportunities for all job applicants and employees. Our policy is that no job applicant or employee should receive less favourable treatment than another on grounds of gender (including gender reassignment), sexual orientation, marital or family status, civil partnership status, race, colour, nationality, ethnic or national origins, religion or similar belief, disability, age or trade union membership or any other condition or requirement which cannot be shown to be justifiable.

Information you provide such as ethnic origin, gender and disability will be used solely for monitoring purposes and identifiable information will not be disclosed.