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CANDIDATE INFORMATION PACK: HEAD OF MEMBERSHIP
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LETTER FROM THE DIRECTOR OF DEVELOPMENT Thank you for applying for the role
The ‘Friends of the V&A’ charity merged
of Head of Membership at the V&A,
with the Museum in 2017 moving away
the world’s leading Museum for the
from the hybrid model we had operated
decorative arts and design.
since 2005 – when the charity remained
This wonderful institution means
independent but the operational
many things to many people who may visit or get involved for a myriad of reasons – to be inspired, to learn, (the words ‘inspiration and knowledge’ sit above our front door) or simply to find
business was conducted by the V&A. Our aim was to reach 100,000 Members by 2020 but we are hopeful this milestone will be achieved before then as our membership currently stands at
tranquillity, or marvel at the ingenuity
94,000.
or beauty of our objects.
As part of the Museum’s next five-
It is expensive to run the V&A and we
year plan, we would like to review the
have a number of important income streams, not least circa £36million per year grant in aid from the Government. However, our private funding is
strategy to see how we can better communicate with our Members, look after them, deliver services and explore what other options there are to make
increasingly important.
the most of their loyalty.
Our Members are the backbone of
This is an exciting and key moment to
the V&A’s support network. This is why we are looking for a dynamic and
join the V&A’s Development department and to work closely with colleagues
experienced individual to head up the
across the Museum.
programme and take it forward.
We very much look forward to welcoming you here. Jane Lawson Director of Development
Candidate Information Pack | Head of Membership, Victoria and Albert Museum
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BACKGROUND TO THE APPOINTMENT The V&A is the world’s leading museum for the decorative arts and design, housing a permanent collection of over 2.3 million
objects that span over 5000 years of human creativity. We attract nearly 4 million visitors a year. The V&A is committed to creating
Formerly known as The Friends of
a world class visitor and learning
the V&A, the scheme was set up as a
experience across all V&A sites and
separate charity in 1976 with its own
collections while looking to diversify
structure, governance and Board of
and increase private and commercial
Trustees. Despite being an independent
funding sources.
charity, its strategy, operations and
V&A Membership is a key facilitator in
staff have been part of the Museum’s
achieving these aims and therefore the growth of Membership is vital to the Museum’s success.
Development department for the last 15 years. During this time, the membership scheme has seen significant growth and in April 2017 the charity ‘The Friends of the V&A’ merged with the charity that is ‘The V&A Museum’ and the scheme was officially rebranded as V&A Membership. Presently, V&A Membership has approximately 94,000 members who connect and engage with the Museum in a variety of ways.
Candidate Information Pack | Head of Membership, Victoria and Albert Museum
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THE OPPORTUNITY The V&A’s Development department is a very successful, professional and ambitious team which raises funds for a huge variety of activities. The income raised and relationships that are built through Membership are an integral and vital part. FuturePlan is a programme of
In 2017, the Museum welcomed a
The Museum’s exhibitions programme
transformation, largely funded
new Director, Dr Tristram Hunt, and
is world-class and exceptionally diverse
through private donations. The best
celebrated the opening of a major
in its scope, reflecting the depth of our
contemporary designers are creating
new entrance and gallery within the
curatorial expertise and the breadth
exciting new galleries and visitor
Exhibition Road Quarter.
of our collections. Over the coming
facilities, while revealing and restoring
The V&A’s ambition continues in 2018,
months, highlights include: Fashioned
the beauty of the original building. In the past 15 years, over 85% of the Museum’s public spaces have been transformed, improving access and allowing the collections to be more elegantly and intelligently displayed. By introducing bold new architectural interventions, FuturePlan aims to delight and to inspire visitors, and to continue the Museum’s tradition of championing new talent.
Candidate Information Pack | Head of Membership, Victoria and Albert Museum
with the opening of a new Photography Centre, as well as a sister museum –
From Nature, The Future Starts Here, Frida Kahlo: Making Herself Up and
the V&A Museum of Design, Dundee.
Videogames.
Further ahead, plans are underway
This is an exciting time to join us
for the opening of a pioneering new Collections Centre in the East of London which will open up access to the V&A’s outstanding collections and a new exhibition space in the former Olympic Park.
as we build on the recent success and growth of Membership and continue to deliver a
dynamic, ambitious and varied programme.
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STAFF DIAGRAM DEVELOPMENT DEPARTMENT DIRECTOR OF DEVELOPMENT
EA TO DIRECTOR OF DEVELOPMENT
HEAD OF ANNUAL PHILANTHROPY
HEAD OF CORPORATE PARTNERSHIPS
HEAD OF CORPORATE EVENTS
HEAD OF MAJOR GIFTS
HEAD OF GRANTS
HEAD OF MUSEUM EVENTS
HEAD OF FUTUREFUND
HEAD OF MEMBERSHIP
HEAD OF OPERATIONS
SENIOR PATRONS OFFICER
SENIOR CORPORATE PARTNERSHIPS MANAGER
3 X CORPORATE EVENTS MANAGERS
3 X SENIOR DEVELOPMENT MANAGERS
SENIOR GRANTS MANAGER
DEPUTY HEAD OF EVENTS
HEAD OF LEGACIES
SENIOR MEMBERSHIP MANAGER
GIFT AND FINANCE MANAGER
GRANTS MANAGER
EVENTS MANAGER
MEMBERSHIP SERVICES MANAGER
OPERATIONS ASSISTANT
MEMBERSHIP SALES MANAGER
DEVELOPMENT DESIGNER
MEMBERSHIP OFFICER
CRM AND APPEALS MANAGER
SENIOR DIRECTOR’S CIRCLE OFFICER
DEVELOPMENT MANAGER YOUNG PATRONS
3 x CORPORATE PARTNERSHIPS MANAGERS CORPORATE PARTNERSHIPS ASSISTANT
3 X DEVELOPMENT MANAGERS 2 X DEVELOPMENT OFFICERS RESEARCH MANAGER RESEARCH ASSISTANT
MUSEUM EVENTS ASSISTANT
LEGACIES OFFICER
MEMBERSHIP ASSISTANT PART TIME MEMBERSHIP OFFICER 4 X MEMBERSHIP ASSISTANTS WEEKEND MEMBERSHIP ASSISTANT
MEMBERSHIP EVENTS MANAGER SENIOR MEMBERSHIP EVENTS OFFICER MEMBERSHIP EVENTS OFFICER
N.B. this chart does not reflect line management structure.
Candidate Information Pack | Head of Membership, Victoria and Albert Museum
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JOB DESCRIPTION Job Title
Head of Membership Division
Membership Department
Development Reporting to
Director of Development
PURPOSE OF JOB The aim of this role is to work with the Membership team to drive revenue and volume, develop and oversee strategy, improve efficiency and continue to improve the overall Membership experience. As a key stakeholder, the Head of Membership will be involved in a multitude of project and steering groups in particular relating to the CRM (Customer Relationship Management) system, the website, visitor experience, retail, catering (Members’ Room) and the V&A Magazine. We are looking for an experienced leader who will: 1.
Build upon and develop the current successful strategy for attracting and retaining Members whilst considering the scheme’s capacity for growth.
2.
Motivate a team of circa 15 staff and 100 volunteers - with direct line management of four key roles: Senior Membership Manager, Sales Manager, Services Manager and Membership Events Manager.
3.
Increase visits by Members and grow levels of engagement with the V&A’s physical and digital spaces.
4. Realise the potential of a loyal community of engaged supporters to generate further gifts at higher levels of giving through a variety of platforms including patron schemes, appeals, general donations and legacies. 5.
Help the retail team maximise secondary income across multiple business areas including the shop, Museum Café, Members room and Learning programmes.
6. Ensure that Membership is fully aligned with the brand values of the V&A and integrated organisationally. 7.
Report on performance to the Director of Development, other senior management staff and the Board of Trustees.
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JOB DESCRIPTION MAIN TASKS Strategy and operations
Together with the Director of Development, agree and set the strategy for growing membership numbers and increase income and retention rates in line with the V&A’s Strategic Plan. Onsite customer service - oversee the smooth running of the Members room, Members cloakroom, and Membership desks liaising with external suppliers and other Museum departments to achieve this. Set and agree annual budgets with the Director of Development and model projected income from forecast visitor figures. Develop and implement strategies to increase revenue and engagement, working closely with other departments, including (but not limited to): Marketing, Press, Design, Visitor Experience, Retail, Exhibitions, Digital, CRM, Finance, Corporate Partnerships, Legacies, Major Gifts and Annual Philanthropy. Work closely with the CRM contact management systems manager to ensure clear communications and their delivery. Take responsibility for ensuring that personal, payment and gift aid information is being recorded accurately and in line with the Museum’s privacy policy and GDPR guidelines. Ensure the Museum’s Record Retention Schedule (RRS) is being adhered to for all membership filing and stored data. Implement further initiatives to increase sign up to Gift Aid and Direct Debit to meet current targets. Manage the budget in close collaboration with the Finance department Develop a future strategy for a multi-site V&A Membership scheme in response to the Museum’s current FuturePlan.
Content, communications and events
Ensure the Membership message is prominent and consistent in all Museum communications and that colleagues at all levels across the V&A are effectively briefed about Membership programmes and objectives. Maximise the success of Members’ Week, utilizing all platforms, digital or otherwise across the Museum. As a member of the V&A Magazine’s editorial board, ensure that the content and advertising is appropriate for the Membership demographic and that the magazine continues to serve the interests of Members as one of their key benefits. The Membership events programme makes a valuable contribution to the revenue stream as well as engaging members. Ensure the team develop a lively, exciting, relevant and interesting programme.
Candidate Information Pack | Head of Membership, Victoria and Albert Museum
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JOB DESCRIPTION MAIN TASKS Leadership
Lead and motivate a team of 15, welcome new volunteers and ensure existing volunteers are managed and kept informed. Be responsible for the direct line-management of four team managers, provide regular and accessible team updates, appraisals and feedback. Maintain good working relationships with colleagues from other departments, regularly attending departmental meetings and delivering presentations to increase the knowledge and understanding of Membership across the wider staff body. Oversee the Members’ Preview days and evenings, ensuring flawless service and update the Director of Development on exhibition attendance records. Motivate and keep colleagues and volunteers up-to-date in order to best effect recruitment and excellent customer service. Receive and respond to correspondence from Members as appropriate. Chair meetings of the Membership Advisory Group (MAG)
Reporting
Work with the finance department to regularly assess the performance of all sales channels against budget targets and identify areas where improvements and/or fresh initiatives are needed. Monitor and measure weekly performance against year-to-date targets and update the Director of Development. Analyse data to inform strategies for growing recruitment, retention and engagement levels. Provide regular and ad-hoc performance analysis. Prepare reports for the Board of Trustees and the V&A Foundation Board on Membership figures, income and performance.
Candidate Information Pack | Head of Membership, Victoria and Albert Museum
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JOB DESCRIPTION MAIN TASKS Other
Be an active and integrated senior member of the Development department.
PERSON SPECIFICATION Essential requirements
Proven experience in a senior leadership role with ability to lead and inspire teams.
Support special fundraising efforts undertaken by the Development team including Appeals and Legacies and encourage Members to join the Director’s Circle.
Highly experienced using Customer Relationship Management (CRM) systems database – or equivalent.
Foster good working relations with those departments that Membership rely upon to deliver its message e.g. Visitor Services and Marketing.
Financial experience of managing £5m+ budgets. Full understanding of HMRC guidelines pertaining to membership schemes, financial payment regulations including Direct Debit guarantee and Gift Aid regulations.
Ensure that all volunteers are thanked for their support, and are kept informed about and involved with the work of the Museum. Deputise when necessary at internal meetings for the Director of Development.
A clear understanding of the principles and practises of the Data Protection Act and GDPR regulations.
Undertake Membership benchmarking across the sector when required. General assistance, where required, with the work of the Development team.
Excellent written, interpersonal and communication skills with the ability to influence and collaborate effectively at all levels.
Attendance at appropriate events outside normal working hours. Work within the department’s guidelines for instance, following procedures for IT help requests, record keeping and data protection. Be committed to health and safety and ensure familiarity with all of the Museum’s health and safety policies and procedures. Be security conscious, ensure familiarity and co-operation with all Museum security procedures and ensure you wear a security pass at all times when on Museum premises.
Demonstrable experience of success in growing a membership scheme in a similar cultural organisation.
Available to work evenings and weekends as required. Desirable requirements
Enthusiasm and knowledge for the V&A and its mission. Knowledge of Gateway ticketing system, Galaxy.
Promote equality and diversity in all aspects of your work by developing and maintaining positive working relationships, ensuring that colleagues are treated fairly and with respect/dignity and actively contributing to developments that support the Museum’s strategy for widening access, inclusion and diversity. Carry out ad hoc duties as requested by a Director of Development as required.
Candidate Information Pack | Head of Membership, Victoria and Albert Museum
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TERMS & CONDITIONS Location
London
Salary
Competitive Salaries are reviewed on an annual basis
Hours of Work
Net working hours (i.e. excluding meal breaks) are 36 per week
Annual Leave
28 days plus 8 days public holidays
Pension
You will be auto enrolled into the Museum’s Group Personal Pension Scheme and have the opportunity on completion of Probation to an enhanced pension provision, including an employer contribution of 10%.
Additional Benefits
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Non-contributory life assurance policy (to value of 4 x annual salary)
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An interest free season ticket or bicycle loan is available after three months
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Free entrance to all the major museums and exhibitions in London as well as many others
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Subsidised staff restaurant
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Discounts on purchases in V&A shops
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Childcare Voucher Scheme
HOW TO APPLY Please email your CV and a short Covering Letter highlighting your suitability for the position to jack.quarrie@execucare.com For an informal conversation prior to applying to this role, please contact Execucare, V&A’s recruitment partner: Laura Sears, Associate Director, on 020 3325 1258
Candidate Information Pack | Head of Membership, Victoria and Albert Museum
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