Senior Membership Operations Manager

NATIONAL ART COLLECTIONS FUND; Camden Town; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Annual leave 25 days

National Art Pass

Free Exhibition Entry

Life Assurance

Season Ticket Loan

Pension Scheme

Job summary

Art Fund, the national fundraising charity for art, is seeking a Senior Membership Operations Manager in London at King's Cross. You will lead the Supporter Services Team, manage end-to-end supplier relationships, define SLAs, oversee performance, and address complex supporter issues to drive continuous improvement.

Join a values-driven organisation offering generous benefits, including 25 days leave, a National Art Pass, life assurance, a season-ticket loan, and a defined pension scheme.

Qualifications

• Experience managing supplier relationships and contracts.
• Ability to define SLAs and track performance metrics.
• Experience handling complex customer service escalations.
• Experience coordinating training and process improvements.

Responsibilities

• Manage end-to-end supplier relationships and SLAs.
• Monitor daily performance and key service metrics.
• Act as escalation point for sensitive complaints.
• Coordinate training for Supporter Services Coordinators.
• Drive system and process improvements.

Skills

Supplier management

SLA definition

Service metrics

Escalation handling

Training coordination

Job description

Senior Membership Operations Manager

Location: King's Cross, London

Contract length: Perm

Closing date: 25 Oct 2026

Other details: Salary - £45,375

Who are we?

Art Fund is the national fundraising charity for art. With over 148,000 members, we are leading the way in pioneering support for an inclusive and welcoming museum and gallery sector across the UK.

We work closely with a network of over 1000 museums and respond to their needs and aspirations. We're excited to see how they want to develop: to expand and diversify their collections and workforce, develop curatorial skills, make ambitious acquisitions, and create a welcoming, inclusive space for communities. With the support of over 148,000 members who buy a National Art Pass, patrons, and donors we can provide grants, encourage visiting and advocate for museums' essential role and value.

We have diversity, inclusion, and sustainability central to our thinking and the opportunity to be a force for good, galvanise support and help change things for the better inspires our team.

The role

The Supporter Services Team are at the heart of Art Fund, delivering inbound and outbound customer service through email, telephone, post, website and social channels, to members, supporters and the wider public.

This is a strategic role where you will manage the end-to-end supplier relationships. You'll define contractual needs including Service Level Agreements, oversee daily performance, and track key service metrics such as answer speed, abandonment rates, and First Contact Resolution to ensure targets are met.

You will serve as the escalation point for sensitive, complex supporter complaints, leading post-incident reviews to uncover systemic issues and implement corrective actions. Working alongside the Senior Operations Lead, you'll coordinate training for Supporter Services Coordinators and champion continuous system and process improvements.

Key Employee Benefits

Generous Annual leave– 25 days annual leave and bank holidays, with additional non-contractual office closure dates at Christmas.

Free National Art Pass (NAP)- for yourself and another person of your choice.

Free Entry to Exhibitions

Life Assurance- cover for up to three times your basic salary.

Season Ticket Loan

Pensions- Eligible employees are enrolled into the scheme with the exception of those who have contracts of three months or less. Art Fund contributes 8% of the basic annual salary during the first six months of employment or until probation is successfully completed, whichever is the later. At that point the contribution is increased to 10%.

Closing deadline: 23.59pm on 25 October 2026.

We're committed to building our team and trustees from the broad range of backgrounds and experiences across the UK, valuing difference and diversity, and building a workplace based on shared values of equality and mutual respect.

We have ambitious plans for the future and will be holding ourselves to account and putting our principles into action, as we all work together to help bring about positive change and a fairer future for everyone. We therefore want to encourage applications from all races, ages, religions and sexual orientations, as well as parents, veterans, people living with any kind of disabilities and any other groups that could bring diverse perspectives to our organisation.

Non-UK nationals will require current and valid permission to work in the UK.

Please note that any suspected use of AI in relation to answering sift questions will be marked down.

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