CRM & Insights Manager

Organisation: V&A Dundee

Salary: £33,686 - £38,077

Location: Dundee

Role Profile:

The CRM & Insights Manager is responsible for leading effective and efficient management of customer data at V&A Dundee across ticketing, retail, membership and CRM systems.

The role will lead on data and insights for the museum to inform audience development, evaluation and reporting for key stakeholders. The role oversees the operation and development of these systems, working across departments to maximise income generation by embedding activation strategies to grow income, data, loyalty, support and attendance.

Duties and Responsibilities:

Work in collaboration with the Head of IT and Digital to deliver an integrated and responsive IT service focused on CRM and ticketing platforms which will support the operation of the museum, its public and business objectives.

Develop, implement and manage an insight-led CRM strategy defining how the organisation manages customer relationships, from visitors to members to external stakeholders.

Define and lead cross departmental data acquisition plans to inform audience development ambitions and targets.

Creation and delivery of an overarching retention and acquisition strategy, including data driven segmentation.

Manage upskilling and training for CRM users across the organisation.

Play a pivotal role in building loyalty, repeat visits and income generation in collaboration with the Marketing and Membership teams and the wider organisation.

Lead the organisation’s approach to GDPR, ensuring policies and guidelines in place around collection and use of data.

Implement and maintain legal compliance and full business continuity protocols for customer systems and related areas, ensuring particularly that the front of house team is fully supported in any instance of systems failure.

Analyse and evaluate data to provide reporting, support data dashboards, evidence-based recommendations, and support for services to achieve organisational objectives and defined performance measures.

Use data to analyse customer satisfaction and market research to identify the latest strategies to improve, build and strengthen customer relationships.

Generate and manage regular customer data reporting to internal team as well as external partners including Dundee City Council, the V&A, ALVA and ASVA.

Work with the directors of Audiences & Media and Operations to ensure effective pricing structures are in place.

Project manage all upgrades to existing customer systems, troubleshooting on issues and any changes and migrations.

Provide cover for the IT & Business Intelligence Officer during periods of annual leave.

Be available out-of-hours in emergencies or to respond to urgent ticketing, retail or CRM business continuity issues on an occasional basis.

Line manage the CRM & Ticketing Officer including goal setting and personal development.

Any other duties determined to be reasonable for this position.

For a full job description and personal specification please click view on website.

Application Deadline: Monday 27/05/2024