Head of Membership

£75-80,000
Hybrid (Minimum 3 days on site in South Kensington)

The V&A is a family of museums dedicated to the power of creativity – its power to entertain and move, to enrich our lives, open our minds and change the world. We celebrate and share that power through a programme of exhibitions, events, educational and digital experiences, a collection of 2.8 million objects, and through our support for new works and commitment to conservation, research and sustainable design. Together, our work tells a 5,000-year-old story of creativity, helping to advance cultural knowledge everywhere, and inspiring the makers, creators and innovators of today and tomorrow.

We are committed to creating a world class visitor and learning experience across all V&A sites and collections while looking to diversify and increase private and commercial funding sources. Our newly created Commercial division is responsible for delivering best-in-class commercial propositions for our audiences that augment and enrich their experience of the V&A, whether that be at our sites or online. The division leads the V&A’s business-to-customer commercial activity helping to deliver rewarding experiences and build lasting relationships with current and future V&A audiences whilst driving value and financial contribution. The Commercial Division is made up of 6 departments: (Membership, Academy, Retail, FOH & Catering, Omni-channel: eCommerce, ticketing & contact centre, and Publishing).

V&A Membership is the most profitable element of our commercial portfolio and as such it is the cornerstone of our commercial strategy.  Having achieved significant growth in members over the last year there is now an exciting opportunity to develop a new strategy to better develop and engage our membership community, to build loyalty and to deliver commercial growth that is critical to supporting the overall mission of the V&A.

The new Head of Membership will hold accountability for business activity at the heart of the V&A’s commercial strategy. We are looking for a dynamic, strategic thinker who can develop and deliver a new membership strategy; one that creates value propositions with high appeal to existing and new members, helps to drive acquisition, builds loyalty and delivers sustainable commercial growth, on which the V&A relies to deliver its mission.

Managing a multi-disciplinary membership team, the Head of Membership will also lead cross-functional teams and work closely with other stakeholders to develop, transform and deliver the membership offer across all platforms, engaging creatively in new ways with our members and ensuring members have a world class experience.

The successful candidate will bring an impressive track record in developing and managing membership (or subscription) programmes, with a deep understanding of creating and delivering a membership offer responsive to member’s needs. A strong communicator and influencer with a passion for culture, you will be comfortable developing and implementing personalised retention and acquisition programmes through various channels. You will also have experience of working with substantial budgets to develop commercial strategies that deliver results against defined targets and drive commercial growth.

Applications should consist of:

• A full CV.
• A covering letter (maximum of two pages) outlining your motivations to apply for this role, your relevant experience and how you meet the criteria of the person specification.
• Please include details of two referees on your CV, though please note that we will not approach your referees without your prior consent and only should you be shortlisted.

The closing date for this role is 16th September, 2024.