Senior Engagement and Retention Manager in London

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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.