Salary: £33,875 per annum
Full time/ 40 hours and 5 days per week.
Permanent
Role Purpose:
The Membership Officer (Operations) is responsible for the day-to-day coordination and administration of membership services, member communications and membership events.
Acting as a key point of contact for members, the role ensures a high standard of customer service, maintains accurate membership records and supports member engagement through effective communication and event delivery.
Working independently within established policies and procedures, the postholder coordinates membership administration, data management, fulfilment activities and event logistics, ensuring a positive and seamless member experience across all touchpoints.
The role reports to the Membership Manager and works closely with the Senior Membership Manager to support the delivery of the membership events and engagement programme.
Key Accountabilities:
Member Services & Communications
- Act as a primary point of contact for membership enquiries, providing timely, professional and accurate support to members.
- Manage and resolve complex membership requests escalated from the Members' Desk and Contact Centre.
- Coordinate membership communications relating to renewals, member benefits, events and membership services.
- Reissue Membership and CLUB NPG digital cards as required.
- Process incoming membership correspondence, including renewal forms, Gift Aid declarations and returned mail.
- Coordinate Membership Plus catalogue fulfilment and associated member communications.
- Support the delivery of a consistently excellent member experience across all membership touchpoints.
Data Management & CRM Administration
- Maintain accurate and up-to-date membership records within the CRM system.
- Undertake regular data cleansing and quality assurance activities for Membership and CLUB NPG records.
- Scan and process Gift Aid declarations and ensure accurate record maintenance.
- Monitor data quality, investigate anomalies and resolve routine discrepancies independently.
- Maintain electronic filing systems and ensure compliance with data management procedures.
- Produce membership reports, event attendance summaries and member engagement information as required.
- Contribute to the ongoing improvement of data quality, reporting and administrative processes.
Membership Events & Engagement
- Coordinate the operational delivery of the membership events programme, including Welcome Tours, private views and exclusive Members’ events.
- Manage guest lists, registrations and attendee communications.
- Create and maintain events within Artifax and other relevant systems.
- Coordinate event logistics, including room set-up requirements, registration arrangements and event materials.
- Liaise with Visitor Experience and other internal teams to ensure events are delivered effectively.
- Update website event information and supporting event communications where required.
- Attend events and Welcome Tours as required, welcoming and registering members and acting as an operational contact.
- Regularly extract and distribute post-event member survey feedback from the CRM system to the Senior Membership Manager.
Operational & Financial Administration
- Monitor membership leaflets and promotional materials throughout the Gallery, ensuring displays remain current and well stocked.
- Conduct regular stock checks of membership materials and storage areas.
- Coordinate reordering requirements and distribute materials to Visitor Experience and Retail teams.
- Support financial administration processes, including processing BACS reports, updating membership records and issuing failed payment communications.
- Contribute to the efficient operation of the Membership team and wider Commercial Directorate.
The above list is indicative but not exhaustive. As such, in addition to the key accountabilities and responsibilities listed the post holder may be required to perform other duties commensurate with the scope and/or level of the role
To read the full job description, please follow the link: Membership Officer Job Description
Key Experience, Skills and Criteria:
Essential
- Good standard of general education, including GCSEs (or equivalent) in English and Mathematics.
- Experience working in membership, customer service, administrative or visitor-focused environment.
- Experience coordinating events or supporting the delivery of customer, member or visitor engagement activities.
- Excellent organisational skills with the ability to manage competing priorities and deadlines.
- Strong written and verbal communication skills.
- Experience working with databases, CRM systems, preferably Tessitura
- Strong attention to detail and commitment to data accuracy.
- Ability to work effectively both independently and collaboratively.
- Proficiency in Microsoft Office applications, particularly Excel, Outlook and Word.
Desirable
- Experience working within a museum, gallery, heritage or cultural organisation.
- Experience using Artifax or a similar event management system.
- Knowledge of Gift Aid administration.
- Understanding of membership programmes and member engagement principles.
We offer a competitive benefits package, including:
- Generous pension scheme
- 29 days annual leave allowance, in addition to bank holidays
- Interest free season ticket and bicycle loans
- Rental deposit scheme
- Life Assurance
- Employee assistance programme
- Free entry to many UK museums, galleries and exhibitions
- Staff discounts on purchases in online shop
- Professional & personal development opportunities
Closing date for returned applications is 9:00am on 1st November 2026
First round interviews will take place on the 10thand11th November 2026 in person.
Please indicate on the notes section of your application form, if you will be unable to make these dates.
Successful candidates will be required to undergo a Disclosure and Barring Service (DBS) check as part of the hiring process.
