Royal Museums Greenwich
Job title:
Customer Relationship Management Lead
Company
Royal Museums Greenwich
Job description
Royal Museums Greenwich is an award-winning national museum with international reach and local responsibilities, which sits at the heart of ‘Maritime Greenwich’ UNESCO World Heritage Site. Royal Museums Greenwich comprises of four diverse historical sites, including the National Maritime Museum, the Royal Observatory Greenwich, Cutty Sark, and the Queen’s House, with supporting operations at the Prince Philip Maritime Collections Centre in Kidbrooke, the Brass Foundry in Woolwich, and administrative offices in Greenwich. We are a place to explore the sea, space, art and history, and our strategy ‘Charting Our Course’ puts people at the core of its success.
Working within the Business and Operations team and reporting to the Executive Director, Business and Operations, the Customer Relationship Management Lead will be the driving force behind a transformation of the Customer Relationship Management (CRM) approach across Royal Museums Greenwich by identifying and delivering improved service levels across Royal Museums Greenwich, transforming how we engage with existing and potential audiences by improving relationships and increasing visitor numbers. The role will ensure that CRM systems and processes evolve with the latest technology, with the postholder setting the standard for interpretation and use of data to deliver a better customer experience that puts Royal Museums Greenwich at the forefront of the Museum sector.
Key duties include leading the CRM team, ensuring that appropriate systems, resources and technical services are in place to collect, store, and analyse information to maximise engagement with existing and new customers. The postholder will act as the central point of knowledge and define the future state for CRM at the Museum, working with internal and external stakeholders to identify, design, propose and implement system enhancements.
The successful candidate will have demonstrable experience of working with customer data at senior level in a relevant business to increase performance, with knowledge of customer data measurement techniques such as ROI, CLV, incremental measures, and A/B testing, and an understanding of CRM technical platforms, including experience of orchestrating campaigns. You will have experience establishing cross-organisation teams to deliver new ways of working, and of leading people through organisational change whilst putting customers at the heart of all service initiatives. Experience of managing budgets on a comparable scale is required, as is the ability to clearly communicate technical and non-technical issues to a wide range of colleagues.
This is a full time, permanent role in Band 4 – Senior Management and Senior Specialists. Core hours of work will be 36 per week, working 5 days between the hours of 9am-5pm, although due to the nature of the work, some flexibility may be required. Flexible/hybrid working options are available, although the postholder must be available to work predominantly on site.
Diversity and inclusion are integral to our work at Royal Museums Greenwich, as we are a museum for everyone. We want to foster a spirit of inclusion, collaborative working, innovation, and valuing people as individuals whose lives have been shaped by different experiences. Therefore, we welcome applications from everyone.
We actively work with Disability Confident scheme and ask that you let us know if there are any reasonable adjustments you need or things you would like us to know during the interview process, which may include being provided the interview questions in advance, requiring a step free interview space, that you are eye-contact avoidant, or having the interview questions in a written format or additional time in timed tests, interviews or other assessment activities.
Museum Website:
Expected salary
£47305 per year
Location
South East London
Job date
Sat, 02 Mar 2024 01:08:44 GMT
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