The Retention and Loyalty Manager is responsible for supporting with the execution of the V&A’s Membership retention strategy through the development, implementation, and continuous optimisation of automated, data-driven, and performance-oriented email-based loyalty & retention programmes.
In collaboration with the Senior Membership Manager, they will develop a wide range of customer journeys, targeted at multiple V&A Member profiles, spanning from onboarding to renewal, aiming to improve Members’ familiarity with the V&A membership scheme and their exclusive benefits.
They will develop email-based campaigns to encourage engagement of Members with the museum, increase secondary spend and amplify Members’ engagement with the V&A’s public programme, and commercial offers, spanning the museum’s exhibitions, collections and events and its retail and adult learning offering.
They will be a lead proponent of the V&A’s “Membership first approach”, by collaborating with internal stakeholders across the Marketing and other departments to further boost the visibility of the V&A Membership programme across other marketing activities.
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