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- Tasks: Lead engagement strategies to connect members and enhance their experiences at the V&A.
- Company: Join the iconic Victoria and Albert Museum, a hub of creativity and culture.
- Benefits: Enjoy 29 days holiday, generous pension contributions, and free museum access.
- Why this job: Shape the future of membership while driving meaningful connections and experiences.
- Qualifications: 5+ years in strategic engagement with strong analytical and leadership skills.
- Other info: Be part of a dynamic team in a complex, multi-stakeholder environment.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join to apply for the Senior Engagement and Retention Manager role at Victoria and Albert Museum
Pay Range
This range is provided by Victoria and Albert Museum. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base Pay
Direct message the job poster from Victoria and Albert Museum
Senior Engagement & Retention Manager
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.
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Senior Engagement and Retention Manager 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
✨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 about the role and help us stand out when we apply.
✨Tip Number 2
Prepare for the interview by researching the V&A's recent initiatives. We should be ready to discuss how our experience aligns with their goals, especially around member engagement and retention strategies.
✨Tip Number 3
Showcase our analytical skills! Be ready to share examples of how we've used data to drive engagement in past roles. This will resonate well with the V&A's focus on data-led communications.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, we can tailor our submission to highlight how we fit the V&A's unique culture and mission.
We think you need these skills to ace Senior Engagement and Retention Manager
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 sprinkle in some data-driven insights that align with what the V&A is looking for.
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 roles. 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 membership and engagement shine through in your writing.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows your enthusiasm for joining the V&A team!
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 Cross-Team Collaboration
Since this role involves leading cross-team initiatives, think of examples where you've successfully collaborated with different departments. Be ready to explain how you built consensus and influenced others to achieve common goals.
