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CANDIDATE INFORMATION PACK MEMBERSHIP & COMMERCIAL SERVICES MANAGER Candidate Information Pack | Membership & Commercial Services Manager, The National Gallery
in partnership with
THE NATIONAL GALLERY The National Gallery exists so that people can engage with great art. It is a public museum with a uniquely important collection of pictures for the benefit of all. It tells a coherent story of European painting spanning seven centuries and reflects how artists and the societies in which they lived have responded to myth and religion, history and contemporary events, landscape and the human form, and to the tradition of art itself. The National Gallery constitutes a living legacy of humanity’s highest cultural achievements in painting and is an inestimable resource for understanding the world as we have inherited it. We who currently have responsibility for the Gallery want to share this resource, and our enthusiasm for it, with the widest possible audience.
Established in 1824, the National Gallery is a national responsibility ultimately underwritten by Parliament. A quarter of a century ago the Gallery’s statutory responsibilities were set out:
From its inception the National Gallery has been free for all to visit. We believe that free admission represents a commitment to the public which must be reaffirmed and developed,
to care for and add to the collection, to display it for the public, to advance scholarship and research, and to promote enjoyment and understanding.
a commitment to visitors of all ages, from Britain and abroad, and from all walks of life.
Millions of people now visit the National Gallery every year and we reach many more online. We are committed to the idea of the National Gallery as a place of learning and enjoyment and we aim to realize the Gallery’s potential as a source of inspiration for this and future generations.
Candidate Information Pack | Membership & Commercial Services Manager, The National Gallery
The National Gallery has an important role to play in enabling people to understand and negotiate the changes that society is undergoing by providing long-term historical perspective, mediated access to works of art of great significance and beauty, and a safe environment for reflection on questions of identity, beliefs, and on the relationship between the past and the present.
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THE NATIONAL GALLERY STRUCTURE The Gallery has charitable status, and is a non- departmental public body sponsored by the Department for Culture, Media and Sport (DCMS). The Director acts as the Accounting Officer. The Gallery is governed by a Board of Trustees, chaired by Hannah Rothschild. The Board of Trustees of the Gallery holds the pictures in trust on behalf of the nation. Under the overall leadership of the Director, the Gallery’s staff work across two main areas: •
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Chief Operating Officer (Human Resources, Buildings & Facilities, Directors of Finance, Public Programmes and Digital). Collections and Research (Art Handling, Conservation, Collections, Curatorial, Framing, Photography, Research and Scientific).
STRATEGIC PRIORITIES 2018–2023 •
The Digital Director is responsible for the Gallery’s digital strategy (including Digital, Information Services, Creative, Press and PR).
The Gallery currently employs approximately 240 full-time and parttime staff with plans for growth during the coming year to 300. A significant portion of the Gallery’s services is handled by a range of commercial partners, who provide in-house and front-of-house services. The Gallery is supported by the activities of the National Gallery Company Ltd, a commercial entity which contributes financially to the National Gallery. It is owned and operated by the National Gallery Trust, an independent Trust which generates and manages additional charitable contributions to the National Gallery.
The Director of Public Programmes and Partnerships covers (Education, Exhibitions, National Programmes and developing partnerships with external bodies).
Candidate Information Pack | Membership & Commercial Services Manager, The National Gallery
Dr Gabriele Finaldi, the National Gallery’s Director, has articulated a new, ambitious vision for the Gallery, clearly identifying its strategic priorities until 2023. Under Dr Finaldi’s leadership, the overarching vision for the Gallery is to be a stronger, more resilient museum, well prepared to fulfil our large ambitions for the decades ahead. 1. We will significantly expand our programmes and activities and work more with contemporary artists. Museum learning will be central to our ambition to foster engagement with the public. 2. We will seek to acquire major paintings and to build up the collection in little-represented or unrepresented areas of the history of art.
4. We will share our pictures with people across the UK and we will share our expertise to support regional museums. 5. We will invest in and develop our research capabilities to be an intellectual leader in the fields of technical art history and conservation science. 6. We will make a significant investment in our staff and undertake a major infrastructure project to accommodate them on a single site, the One Gallery Accommodation Hub. 7. To deliver these plans, we will grow our income with the aim of being 50% self-funding by 2022/3. Further detail is available HERE.
3. We will create a National Gallery with digital at its heart, to reflect a more digital world.
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THE DEPARTMENT The Digital Directorate is made up of five departments: 1. The Digital Services department is responsible for the products, content and audience insight that powers our digital strategy 2. The Commercial Services department is responsible for building our membership and ticketing businesses 3. The Information Services department is responsible for our information and technology environments, systems and operations, and for evolving how our staff work 4. The Marketing, Press and Public Affairs department is responsible for our public interactions in the media, in our marketing and with our government stakeholders 5. The Creative department is responsible for the design of our exhibitions, our marketing and our digital products
Candidate Information Pack | Membership & Commercial Services Manager, The National Gallery
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THE ROLE PROFILE JOB CONTEXT
SCOPE OF JOB
Membership is listed as a key priority in the Gallery’s
This role will be responsible for ensuring the systems underpinning the sale and purchase of Membership, tickets and audio
Strategic Plan to become 50% self-funded by 2023.
guides run efficiently and effectively through the line management of an Operations Manager and Membership Supervisor.
With a new ticketing and CRM platform launching in
They will work to advise and support the Membership Supervisor on developing and maintaining a commitment to delivering
the summer, there is an exciting opportunity to join the
excellent customer service and support the team in delivering appropriate levels of briefings and training to key stakeholders
National Gallery and help shape the future success of its
such as the Visitor Engagement team, Digital Services and Marketing to promote/sell Membership, tickets and audio guides.
Membership scheme and associated income areas.
Some main tasks will include:
The Membership and Commercial Services Manager will collaborate with multiple internal and external stakeholders to ensure effective delivery of the organisation’s objectives for membership, ticketing and audio guide sales. They will be experienced in achieving commercial success,
• Ensure best practice is maintained with regard to data management and financial reporting • Develop and commission appropriate marketing materials and collateral to support and promote National Gallery Membership • Maximise income from Gift Aid
with strong interpersonal skills and effective performance
• Work with colleagues to ensure the delivery of timely and effective renewal and retention campaigns
management of others.
• Ensure communication copy is appropriate, personalised and in line with tone of voice and branding guidelines • Brief the Gallery Hosted Events team to develop and deliver and exciting and engaging programme of exclusive Member
JOB PURPOSE The Membership and Commercial Services Manager will be responsible for achieving income targets for the acquisition and retention of Members across all sales channels. They will maintain an enticing and engaging proposition, improve operating efficiencies and work with multiple
events • Devise promotional campaigns to maximise membership sales in conjunction with Marketing, the creative team and the National Gallery Company • Work with other departments to ensure that Member benefits are delivered to a high standard • Oversee the National Gallery’s ticket programming for all exhibitions and education/public events • Be part of a small group of ‘super users’, of the new membership & ticketing system
stakeholders to grow secondary income generation across a range of commercial product areas.
Candidate Information Pack | Membership & Commercial Services Manager, The National Gallery
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THE ROLE PROFILE SUPERVISORY/ MANAGERIAL RESPONSIBILITY
THE IDEAL CANDIDATE FOR THE ROLE WILL POSSESS MANY OF THE FOLLOWING:
Manage 2 FTE (x1 Operations Manager and x1
• Ability to manage and lead a team
Membership and Commercial Services Supervisor) who in
• Ability to understand and develop customer service and
turn manage a combination of 4 team assistants.
operational strategies • Experience of organisational membership schemes
KEY DELIVERABLES (TARGETS) • Manage and motivate a high performing team • Deliver initiatives to increase income from new systems • Improving internal integration and collaboration of membership staff across the organisation • Optimising membership and ticket sales both online and FOH • Maximising income across Direct Debit and Gift Aid • Rationalising and improving processes, products, place, promotion and pricing • A profitable and engaging events offering for Members
and/or loyalty programmes • A clear knowledge of the training and support required
KEY RELATIONSHIPS • Reports to Head of Commercial Services • Main internal contacts in department Directorate (Digital Services, IS, Press & Marketing and Creative) • The National Gallery Company • Third party vendors/ services providers (e.g. Antenna Audio Guides)
by staff across the organisation when delivering a Membership scheme • A strong understanding of the GDPR • Experience of copy writing and proof reading with a strong attention to detail, and high levels of accuracy • Ability to analyse data to implement action plans to improve systems
DIVERSITY AND EQUAL OPPORTUNITES • To value and respect your colleagues and members of the public regardless of their background. • To cooperate and contribute to measures introduced by the Gallery to ensure equality of opportunity and encourage diversity.
• Knowledge of financial processes and reporting, with particular knowledge of Gift Aid • Experience of using CRM systems (the National Gallery will be using Tessitura) • Active customer engagement • Positive and engaging • Strong communication skills • Strong negotiation skills • Ability to work under pressure • Willingness to work outside of normal office hours as required by membership events
Candidate Information Pack | Membership & Commercial Services Manager, The National Gallery
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SUMMARY OF TERMS AND CONDITIONS OF EMPLOYMENT SALARY
ADDITIONAL BENEFITS
This post is on the Gallery’s Band E. The salary is £35,500 pa pro rata.
• Flexible benefits from three months’ service, including discounts, holiday trading, cycle to work and other benefits which vary from time to time according to availability via the Gallery’s ‘Palette’ scheme.
HOURS OF WORK Full Time; Flexible working arrangements to suit. TENURE Permanent PAY REVIEW Pay increases are dependent upon government public sector pay policy and affordability, and the Gallery’s pay settlement arrangements. ANNUAL LEAVE Annual leave entitlement begins at 26.5 days pro rata, rising to 31.5 days at five years’ service. PENSION Occupational defined benefit scheme (Civil Service Alpha, details available through the Civil Service website); transfer from another Civil Service employer with an existing scheme (e.g. Classic) will be recognised.
• Participation in the reciprocal arrangement between cultural institutions for free entry • Employee discount in the Gallery’s retail and catering outlets, as well as a number of outlets in the vicinity of Trafalgar Square. • Free tickets to Gallery exhibitions, up to four to share with friends and family. • Employee Assistance Programme and Occupational Health, including annual flu vaccination on request.
FOR FURTHER I NFORMATION AN D TO A PPLY FOR THIS ROLE, PLEASE C LIC K HERE
Candidate Information Pack | Membership & Commercial Services Manager, The National Gallery
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