At a Glance
- 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.
- Other info: Be part of a dynamic team in a complex, multi-stakeholder environment.
- 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.
The predicted salary is between 36000 - 60000 £ 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
The V&A is an exceptional employer that champions creativity and cultural knowledge, offering a dynamic work environment where innovation thrives. As a Deputy Director in Philanthropy, you will benefit from a collaborative culture that encourages professional growth and the opportunity to make a significant impact on major fundraising initiatives. Located in the heart of London, the V&A provides unique access to a network of influential stakeholders and a chance to contribute to world-class projects that inspire makers and creators globally.
Contact Details:
Victoria and Albert Museum Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Engagement and Retention Manager
✨Get Involved Locally
Dive into local volunteer opportunities or social initiatives. This not only beefs up your CV but also connects you with like-minded folks in nonprofits. Plus, it shows your passion for social impact, which is key for getting noticed by Victoria and Albert Museum.
✨Tap into Professional Networks
Join networks like the National Council for Voluntary Organisations (NCVO) or local charities to meet professionals in the sector. Attend events and workshops to build relationships and learn about potential openings at organisations like Victoria and Albert Museum.
✨Showcase Your Commitment
When prepping for interviews, be ready to speak about your personal connection to social issues. Dive into specific examples of how you’ve contributed to community projects – this will resonate with the mission-driven vibe at Victoria and Albert Museum.
✨Utilise Online Platforms
We’re all about making connections, so use platforms like Idealist and CharityJob to hunt for full-time roles. And of course, you should keep an eye on our website for exciting opportunities at Victoria and Albert Museum. Apply directly through us to stand out!
We think you need these skills to ace Senior Engagement and Retention Manager
Some tips for your application 🫡
Show Your Passion for the Cause:In the nonprofit sector, it's super important to demonstrate genuine passion for the mission of Victoria and Albert Museum. Use your cover letter to showcase any personal experiences or volunteer work that connects you to their social impact initiatives. This emotional connection can really help your application stand out.
Highlight Relevant Experience:When crafting your CV, be sure to include any relevant projects or roles that showcase your skills in social impact. Whether it's community organising, fundraising, or advocacy, highlight what you've done and the difference it's made. Don’t just list tasks; quantify your achievements and the outcomes of your efforts.
Tailor Your Documents to the Role:For a full-time role like Senior Engagement and Retention Manager, ensure your CV and cover letter specifically address the responsibilities outlined in the job description. Use their language to describe your skills and experience, making it easy for the hiring team to see how you fit into their vision.
Emphasise Teamwork and Collaboration:Nonprofits thrive on teamwork, so make sure to emphasise your collaborative experiences. Whether you've worked in a team setting, partnered with community organisations, or facilitated group projects, highlight these experiences in your application. Show them you understand the importance of working alongside diverse individuals to achieve shared goals.
How to prepare for a job interview at Victoria and Albert Museum
✨Show Your Passion for Social Change
When we’re prepping for interviews in the nonprofit space, it's vital to demonstrate our genuine passion for social impact. Be ready to discuss not just your skills and experiences but also why you care about the mission of Victoria and Albert Museum. Sharing personal stories or insights can really make us stand out.
✨Highlight Project Experience
We should focus on specific projects we've worked on that align with the goals of social impact. Whether that’s a community initiative, volunteering, or a class project, having solid examples that showcase our role and the outcomes will resonate well with the interviewers.
✨Familiarity with Relevant Tools and Practices
Let’s brush up on tools and methodologies commonly used in the nonprofit sector, like project management software or outcome measurement frameworks. Being able to speak fluently about these will show that we’re not just passionate but also knowledgeable and ready to hit the ground running.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that evaluate our problem-solving skills in real-world social issues. Think about how we’d handle challenges in the nonprofit environment and prepare stories that demonstrate our critical thinking and adaptability. Role-playing with a friend could help us feel more confident!
