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- Tasks: Lead engagement strategies to boost member connections and drive revenue at the V&A.
- Company: Join the iconic Victoria and Albert Museum, a leader in cultural engagement.
- Benefits: Enjoy 29 days holiday, generous pension contributions, and discounts at major retailers.
- Other info: Be part of a dynamic team in a complex, multi-stakeholder environment.
- Why this job: Shape the future of membership while working with data and creativity.
- Qualifications: 5+ years in strategic engagement with strong analytical and leadership skills.
The predicted salary is between 50000 - 60000 ÂŁ per year.
The V&A is looking for a strategic engagement leader to drive how our members connect, renew and spend. As Senior Engagement & Retention Manager, you’ll oversee data‑led communications, new benefits, and member experiences that deliver high levels of engagement and renewal and influence secondary spend across our shops, cafes, and events. If you’re passionate about loyalty, storytelling, and bringing data to life through exceptional experiences, join the team shaping the future of membership at the V&A.
Role Responsibilities
- Develop and implement a comprehensive membership retention strategy, using data‑driven insight and personalised communication to increase renewal rates and deliver significant revenue targets.
- Lead cross‑team initiatives to grow member engagement and secondary spend, aligning colleagues across the organisation to drive income from on‑site and digital channels.
- Oversee the membership content and communications strategy, ensuring messaging is targeted, automated, and consistent with the brand’s tone of voice across all lifecycle stages.
- Manage key external relationships and budgets, including print vendors and the V&A Magazine, ensuring operational excellence, innovation, and strong return on investment.
- Use market insight and regulatory expertise (including GDPR and consumer policy) to inform strategy, test new approaches, and ensure compliance in all member communications.
- Champion membership across the organisation, developing new products and benefits, promoting best practice in engagement and retention, and acting as deputy to the Head of Membership when required.
What We’re Looking For
- 5+ years in strategic retention and engagement leadership, driving retention and engagement planning across multiple income streams and channels, responsible for KPIs, forecasting and long‑term value strategy.
- Experience of developing a commercial strategy and delivering results against defined targets.
- Demonstrable use of evaluation frameworks to benchmark engagement success (qualitative and quantitative).
- Experience of working in a complex organisation with a multi‑stakeholder environment, able to synthesize a range of views, influence and build consensus.
- Strong analytical skills – the ability to interpret data and trends.
- Experience managing budgets.
- Insight‑driven strategy experience – using advanced analytical skills and working with segmentation, lifetime value modelling and ROI evaluation.
Benefits
- 29 days of holiday + public holidays each year.
- 5.5% employee pension contribution, 10% employer pension contribution (post‑probation).
- Life assurance scheme (to value of 4 x annual salary).
- Family‑friendly policies (e.g., enhanced maternity and paid carers leave).
- Free entrance to many major museums and exhibitions.
- Benefits platform offering discounts at major retailers.
- Many more.
Full job description and list of benefits on our website.
When does the application close? 31 October @ 23:59
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Analyst, Business Development, and Strategy/Planning
Industries: Museums, Historical Sites, and Zoos; Museums, and Non‑profit Organizations.
Senior Engagement and Retention Manager in England employer: Victoria and Albert Museum
Contact Detail:
Victoria and Albert Museum Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Engagement and Retention Manager in England
✨Tip Number 1
Network like a pro! Reach out to current or former employees at the V&A on LinkedIn. A friendly chat can give us insider info and might even lead to a referral, which can double your chances of landing that interview.
✨Tip Number 2
Prepare for the interview by researching the V&A's recent initiatives and member engagement strategies. We want to show that we’re not just interested in the role but also passionate about the museum's mission and how we can contribute to it.
✨Tip Number 3
Practice makes perfect! Get a friend to do a mock interview with you. Focus on articulating your experience in strategic retention and engagement, and how it aligns with the V&A’s goals. This will help us feel more confident when it’s our turn.
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email reiterating our enthusiasm for the role can leave a lasting impression. Plus, it shows we’re proactive and genuinely interested in joining the team.
We think you need these skills to ace Senior Engagement and Retention Manager in England
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Engagement and Retention Manager role. Highlight your experience in strategic retention and engagement, and don’t forget to mention any relevant data-driven insights you've used in past roles.
Showcase Your Analytical Skills: Since this role requires strong analytical skills, be sure to include examples of how you've interpreted data and trends in your previous positions. We want to see how you’ve used these insights to drive engagement and retention strategies.
Be Personable and Authentic: While it’s important to be professional, don’t shy away from showing your personality. The V&A values storytelling, so let your passion for member engagement shine through in your writing. We’re looking for someone who can connect with our audience!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the details about the role and benefits there!
How to prepare for a job interview at Victoria and Albert Museum
✨Know Your Data
As a Senior Engagement and Retention Manager, you'll need to demonstrate your analytical skills. Brush up on how to interpret data trends and prepare examples of how you've used data-driven insights in past roles to drive engagement and retention.
✨Showcase Your Strategic Thinking
Be ready to discuss your experience in developing comprehensive membership retention strategies. Think about specific initiatives you've led that resulted in increased renewal rates or revenue targets, and be prepared to share these success stories.
✨Understand the Brand's Voice
Familiarise yourself with the V&A's tone of voice and brand messaging. Prepare to discuss how you would ensure consistency across all communications and how you’ve done this in previous roles, especially in multi-stakeholder environments.
✨Prepare for Scenario Questions
Expect questions that assess your ability to manage budgets and external relationships. Think of scenarios where you've had to negotiate with vendors or manage a budget effectively, and be ready to explain your approach and the outcomes.