CRM & Insights Manager

Organisation: V&A Dundee

Salary: £27,900 - £32,082

Location: Dundee

Who are we?

We are Scotland’s design museum. Designed for everyone, firing imaginations and sparking curiosity in design across Scotland and around the world. At V&A Dundee we are on a mission to inspire and empower through design.

Design shapes our world, it’s part of everyday life and it’s everywhere. We are a museum with energy and have a vision of the future where everyone is inspired through design and recognizes its far-reaching impact in our lives.

We are a welcoming place for people of Dundee to explore design and to use as an everyday part of their city, as well as inviting visitors from around the world. We are part of the V&A family of museums that celebrate creativity in all its forms from across centuries, for everyone.

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:
Support 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.

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

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

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

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

Support the development and management of the organisations data dashboards and reporting mechanisms.

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

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

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

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

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.

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 team leads for each customer system to analyse and report on data to support the growth of income, loyalty, support and attendance.

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

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.

Any other duties determined to be reasonable for this position.

Deadline for applications: no later than 11.59, 26 February 2024. Interviews will be held on 05 March 2023.

This is a full-time position, working 37.5 hours per week working in a hybrid flexible environment with a mixture of home working and working from our museum in Dundee. We offer a generous package including 38 days holiday, pension scheme, company sick pay, entry to V&A Dundee paid exhibitions and many more discounts and benefits.

Application Deadline: Monday 26/02/2024