Job title: Marketing Coordinator, membership loyalty & engagement

Reports to: Senior Retention Manager

Responsible for: Coordinating marketing activity to drive satisfaction, loyalty& lasting engagement for Art Fund's membership, The National Art Pass

Working pattern: eg hybrid, minimum 2 days in office with regular travel in London/UK

About my role

We are looking for someone to support and coordinate first class marketing strategies to drive satisfaction, increase revenue and develop lasting engagement for Art Fund's membership (The National Art Pass). This is an exciting opportunity to join the membership team at one of the UK’s leading arts organisations and play a key role in achieving Art Fund’s core mission of helping museums and people share in great art and culture. The ideal candidate will be data & insight driven with experience in customer retention, coordinating multi-channel loyalty programs and building customer journeys via email-marketing tools. The candidate will also have experience in crafting engaging copy that brings members along every step of our charitable proposition, inspiring connection, trust and action.

How we work

Collaborative & Inclusive

Curious & Innovative

Expert & Impactful

Trusted & Trusting

Key accountabilities

Membership retention

Coordinate and execute marketing strategies across online and offline channels that maximise retention rates of the National Art Pass and fulfil the promise of membership benefits. Set clear and measurable objectives for campaigns and consistently evaluate/track the effectiveness of activity. Support the Senior Retention Manager in the commissioning of market/membership research to inform plans as well as feeding in on budgets relating to membership retention.

Membership fundraising/income

Support and coordinate a programme of always-on activity that promotes Art Fund’s charitable message and projects to drive awareness, membership loyalty and to generate vital income via regular giving and fundraising initiatives. Work with Senior Retention Manager to report on and consistently evaluate the effectiveness of activity.

Membership journeys

Ensure the delivery and smooth running of marketing automation membership journeys to support all areas of the membership cycle from onboarding and renewals right the way through to lapsed and win-back programmes. Use CRM and email platforms to implement segmentation tactics to suit different audience behaviours and requirements. Support membership Supporter Services team to ensure the correct Direct Mail artwork is supplied to members each month. Ensure all membership touchpoints are consistent and engaging, working with the Senior Retention Manager to track KPIs, including costs, and make improvements as needed.

Value

Work with the Senior Retention Manager to deliver a year-round plan for assets and experiences that add-

value to our diverse membership. Support the delivery and innovation of activity across formats i.e. membership offers, events and streaming services that supports the membership lifecycle. Collaborate with internal teams such as the Magazine & Digital Experience teams to communicate benefits more widely through all owned channels.

Creative briefing

Coordinate the creative briefing process – from developing campaign requirements and positioning to creating insight-led briefs for marketing assets that reflect Art Fund’s brand identity. Collaborate with internal teams such as the Design team, Content team and external agencies / suppliers to create engaging communications that showcase what’s on at museums across the UK to increase the use of the National Art Pass.Evaluate creative approaches based on results and audience insights.

Email marketing & digital services

Coordinate membership e-comms and digital services including defining customer journeys, writing copy and forward planning of email content and regular reporting on results. Use targeted segmentation tactics based on variables such as audience interests, geography and consent preferences. Coordinate with relevant teams to ensure delivery of frictionless services and relevant communications that are routed in evidence-based insights and designed to meet audience needs. Work with the Digital Experience team to optimise the website for members and to develop self-service tools.

Other:

To work within Art Fund policies and procedures including, but not limited to, health and safety, data protection, sustainability, procurement, AI, technology and equality, diversity and inclusion

To actively participate in the wider life of the Art Fund

To undertake other duties as requested by the Art Fund from time to time

About me

I have/I might also have

Experience

2 years marketing experience; in a membership or loyalty context.

Extensive experience in email marketing systems, content management systems and customer relationship management tools

Proven experience of delivering marketing campaigns and activity

Experience of working with marketing automation tools to segment and optimise communication programmes.

Experience of briefing and critiquing creative and design work

Experience working and liaising with external suppliers and agencies

Experience of using data and databases to inform marketing activities

Familiarity with GDPR

Skills

Excellent communications skills, both written and verbal

Service support skills

Copywriting and editing skills

Good analytical and problem-solving skills, can demonstrate an ability to develop creative solutions and make recommendations on improvements

Acute attention to detail

Organised with the ability to handle multiple tasks simultaneously and prioritise accordingly

Ability to work under pressure and to deliver to deadlines

Good negotiation and relationship building skills

Results orientated, with a good understanding of digital marketing landscape

Knowledge

Email software

Knowledge and experience using data and databases; especially those relating to not-for-profit sector

Highly competent at using MS Office programmes

Design software i.e. Canva/photoshop

Knowledge of Dot Digital email software

Working knowledge of HTML and design and email software

Working on CRM systems - Sales Force and Dynamics

Personal Attributes

Ability to work as part of a team, yet capable of working very well independently

Flexible and creative approach

Excellent interpersonal skills

Understanding/interest in museum sector and cultural trends

Great visual and design sense

Interest in loyalty/retention marketing trends