Member Experience & CRM Coordinator

National Museum Directors' Council; Camden Town; On-site; GBP 28,000 - 40,000; Full time

Job summary

The National Museum Directors' Council is seeking a proactive Member Services & Communications professional to handle membership enquiries, coordinate communications for renewals, events, and member benefits, and reissue digital cards as needed.

You will manage CRM records, conduct data cleansing, process Gift Aid, produce reports, and support the delivery of a high-quality member experience across all touchpoints in collaboration with Visitor Experience and Retail teams.

Responsibilities

• Act as a primary point of contact for membership enquiries, providing timely, professional and accurate support to members.
• Manage and resolve complex membership requests escalated from the Members' Desk and Contact Centre.
• Coordinate membership communications relating to renewals, member benefits, events and membership services.
• Reissue Membership and CLUB NPG digital cards as required.
• Process incoming membership correspondence, including renewal forms, Gift Aid declarations and returned mail.
• Coordinate Membership Plus catalogue fulfilment and associated member communications.
• Support the delivery of a consistently excellent member experience across all membership touchpoints.
• Maintain accurate and up-to-date membership records within the CRM system.
• Undertake regular data cleansing and quality assurance activities for Membership and CLUB NPG records.
• Scan and process Gift Aid declarations and ensure accurate record maintenance.
• Monitor data quality, investigate anomalies and resolve routine discrepancies independently.
• Maintain electronic filing systems and ensure compliance with data management procedures.
• Produce membership reports, event attendance summaries and member engagement information as required.
• Contribute to the ongoing improvement of data quality, reporting and administrative processes.
• Coordinate the operational delivery of the membership events programme, including Welcome Tours, private views and exclusive Members' events.
• Manage guest lists, registrations and attendee communications.
• Create and maintain events within Artifax and other relevant systems.
• Coordinate event logistics, including room set-up requirements, registration arrangements and event materials.
• Liaise with Visitor Experience and other internal teams to ensure events are delivered effectively.
• Update website event information and supporting event communications where required.
• Attend events and Welcome Tours as required, welcoming and registering members and acting as an operational contact.
• Regularly extract and distribute post-event member survey feedback from the CRM system to the Senior Membership Manager.
• Monitor membership leaflets and promotional materials throughout the Gallery, ensuring displays remain current and well stocked.
• Conduct regular stock checks of membership materials and storage areas.
• Coordinate reordering requirements and distribute materials to Visitor Experience and Retail teams.
• Support financial administration processes, including processing BACS reports, updating membership records and issuing failed payment communications.
• Contribute to the efficient operation of the Membership team and wider Commercial Directorate.

Job description

The National Museum Directors' Council is seeking a proactive Member Services & Communications professional to handle membership enquiries, coordinate communications for renewals, events, and member benefits, and reissue digital cards as needed.

You will manage CRM records, conduct data cleansing, process Gift Aid, produce reports, and support the delivery of a high-quality member experience across all touchpoints in collaboration with Visitor Experience and Retail teams.