Senior Engagement and Retention Manager

Victoria and Albert Museum; England; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

29 days of holiday

Employee pension contributions

Life assurance scheme

Family-friendly policies

Free entrance to museums

Discounts at major retailers

Job summary

A prestigious museum in the UK is seeking a Senior Engagement and Retention Manager to drive member connections and renewals. The role includes overseeing data-led communications and developing strategies to increase member engagement and secondary spending. Applicants should have over 5 years of experience in strategic retention and engagement, strong analytical skills, and experience managing budgets. Benefits include generous holiday, pension contributions, and discounts at major retailers.

Qualifications

• 5+ years in strategic retention and engagement leadership.
• Experience developing a commercial strategy and delivering results.
• Strong analytical skills to interpret data and trends.

Responsibilities

• Develop and implement membership retention strategies.
• Lead initiatives to grow member engagement.
• Manage external relationships and budgets.

Skills

Strategic retention leadership

Data analysis

Commercial strategy development

Budget management

Stakeholder management

Job description

Join to apply for the Senior Engagement and Retention Manager role at Victoria and Albert Museum

Pay Range

This range is provided by Victoria and Albert Museum. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base Pay

Direct message the job poster from Victoria and Albert Museum

Senior Engagement & Retention Manager

The V&A is looking for a strategic engagement leader to drive how our members connect, renew and spend.

As Senior Engagement & Retention Manager, you’ll oversee data‑led communications, new benefits, and member experiences that deliver high levels of engagement and renewal and influence secondary spend across our shops, cafes, and events.

If you’re passionate about loyalty, storytelling, and bringing data to life through exceptional experiences, join the team shaping the future of membership at the V&A.

Role Responsibilities

• Develop and implement a comprehensive membership retention strategy, using data‑driven insight and personalised communication to increase renewal rates and deliver significant revenue targets.
• Lead cross‑team initiatives to grow member engagement and secondary spend, aligning colleagues across the organisation to drive income from on‑site and digital channels.
• Oversee the membership content and communications strategy, ensuring messaging is targeted, automated, and consistent with the brand’s tone of voice across all lifecycle stages.
• Manage key external relationships and budgets, including print vendors and the V&A Magazine, ensuring operational excellence, innovation, and strong return on investment.
• Use market insight and regulatory expertise (including GDPR and consumer policy) to inform strategy, test new approaches, and ensure compliance in all member communications.
• Champion membership across the organisation, developing new products and benefits, promoting best practice in engagement and retention, and acting as deputy to the Head of Membership when required.

What We’re Looking For

• 5+ years in strategic retention and engagement leadership, driving retention and engagement planning across multiple income streams and channels, responsible for KPIs, forecasting and long‑term value strategy.
• Experience of developing a commercial strategy and delivering results against defined targets.
• Demonstrable use of evaluation frameworks to benchmark engagement success (qualitative and quantitative).
• Experience of working in a complex organisation with a multi‑stakeholder environment, able to synthesize a range of views, influence and build consensus.
• Strong analytical skills – the ability to interpret data and trends.
• Experience managing budgets.
• Insight‑driven strategy experience – using advanced analytical skills and working with segmentation, lifetime value modelling and ROI evaluation.

Benefits

• 29 days of holiday + public holidays each year.
• 5.5% employee pension contribution, 10% employer pension contribution (post‑probation).
• Life assurance scheme (to value of 4 x annual salary).
• Family‑friendly policies (e.g., enhanced maternity and paid carers leave).
• Free entrance to many major museums and exhibitions.
• Benefits platform offering discounts at major retailers.
• Many more.

Full job description and list of benefits on our website.

When does the application close?

31 October @ 23:59

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Analyst, Business Development, and Strategy/Planning

Industries

Museums, Historical Sites, and Zoos; Museums, and Non‑profit Organizations.

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