PRODUCT INNOVATION MANAGER

THE NATIONAL GALLERY

THE ROLE PROFILE

Job purpose

Working within the Gallery’s Loyalty, Sales and Ticketed Experiences (LSTE) department, the Product Innovation Manager is responsible for the end-to-end management of National Gallery products that drive commercial performance and cultivate audience loyalty. The role will lead in developing, maintaining and optimising commercial products, with the goal of ensuring a sustainable future for the organisation.

Along with the Senior Product Innovation Managers, this role will lead by example in fostering an entrepreneurial culture as the Gallery embarks on its new 10-year strategy for 2026-2036. To ‘innovate’ in this role means: to articulate the problem to solve; to ideate potential solutions; and to work in an agile way to deliver a minimum viable product (MVP) that fulfils the stated objective.

LSTE’s product portfolio currently includes:

Ticketed experiences (exhibitions, events, tours and general admission)

Evergreen ‘Collection’ products (maps and audio guides)

Loyalty propositions (Gallery Membership and Supporters’ House).

The Product Innovation Manager will work across any combination of these products based on strategic roadmap priorities.

Key accountabilities and deliverables

1. Product Management

• Carry out full cycles of product development, from discovery through to delivery: defining commercial opportunities that satisfy the Gallery's strategic priorities; understanding and articulating audience needs; defining innovative propositions to address those needs whilst increasing customer lifetime value and generating revenue.

• Manage existing B2C commercial products in the LSTE portfolio on a day-to-day basis.

• Deliver time-based product optimisations and new features in line with the LSTE product roadmap.

• Work collaboratively with the Senior Product Manager (Digital) to align production development and reliance on internal creative and development resources.

• Produce desk research on competitor analysis and market trends to inform shortterm tactics and long-term product development.

• Work with the Senior Product Innovation Managers to produce commercial modelling as part of new product development.

• Support the maintenance of the LSTE product roadmap using project management software.

• Work closely with the Guest Services team to collect data and insight into product performance to improve user experience.

• Build a strong understanding of the Gallery’s CRM & ticketing systems and data infrastructure to support the delivery of new products. Feed into creative briefs and manage approval processes, ensuring appropriate stakeholder engagement to agreed deadlines.

• Keep up to speed with and be an advocate for the adoption of latest industry trends and technology advancements that support commercial objectives.

• Be an advocate for effective use of AI in product management and development frameworks in line with the Gallery's approach to and policy regarding the use of AI.

2. Data Analysis and Reporting

• Produce regular, ad-hoc and retrospective product-related reporting.

• Contribute to regular sales and product KPI reporting.

• Translate data into insight to generate product optimisations.

• Brief-in analytics dashboards to provide accurate and insightful data to inform decision making.

• In collaboration with Data & Insight and customer-facing teams, implement and maintain customer feedback loops (e.g. surveys, focus groups) with the purpose of optimising products for all customer segments.

3. Commercial Performance and Planning

• Responsible for achieving revenue and conversion targets across a suite of revenue and engagement KPIs.

• Leverage product optimisation tactics to optimise the financial performance of commercial products.

• Collaborate with teams across the Gallery to deliver a unified customer journey, ensuring the right product is promoted to the right person, in the right place, at the right time

• Ensure seasonal planning framework is reflected within the customer journey.

• Ensure any time-based promotions are planned and operational in a timely manner.

4. Stakeholder Relations, Communication and Management

• Contribute to relevant working groups as an active member.

• Project manage matrix-team working groups to deliver projects and achieve agreed objectives.

• Deputise when necessary for the Senior Product Innovation Managers.

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

• Build and maintain collaborative working relationships with members of the Digital, Content, Marketing, Data & Insight and Guest Experience teams (and others) to achieve shared objectives.

Key relationships

• Digital

• Data & Insight

• Learning

• Travel Trade

• Information Systems

• Marketing

• Operations

• Finance

• Exhibitions

• Publishing

• Creative

• Guest Experience

Person specification

Competency / Performance Drivers

• Excellent communicator able to lead through a can-do, positive and engaging attitude.

• Excited to collaborate with internal stakeholders and external partners to get the best outcomes for Gallery audiences and achieve commercial objectives.

• Highly organised and able to work to tight deadlines.

• Ability to take a structured and data-led approach to problem-solving.

• Highly numerate with keen attention to detail.

• Resilient during busy periods and able to multi-task under pressure.

• Early adopter and fast learner of new technologies.

• Strong commercial acumen.

• Appreciation for painting, arts & culture and/or the Gallery’s broader mission.

Technical & Professional Expertise

• Qualification and/or proven ability in project or product management.

• Experience of working with B2C commercial products and/or membership schemes / loyalty programmes in any sector.

• Experience managing and influencing a broad range of stakeholders within complex organisations.

• Experience working with CRM and/or ticketing systems.

• Proven ability to analyse data and extract actionable insights.

• Understanding of financial processes and best practices.

• Demonstrated interest in / foundational knowledge of emerging technologies (including generative and agentic AI).

SUMMARY OF TERMS AND CONDITIONS OF EMPLOYMENT

Product Innovation 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.

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.