Job title: Senior Membership Operations Manager

Reports to: Senior Operations Lead

Responsible for:

Working pattern: Hybrid, minimum 2 days in office in London (Kings Cross)

1.      About my role

Drive end-to-end customer operational excellence to serve members, donors and prospects in line with Art Fund’s mission and vision. Oversee operational processes, contract management relating to membership experience with responsibility for KPIs and continuous improvement. Be an agent for change by developing a data driven approach to our member experience and activity through insight, producing business recommendations, regular reporting and adopting and promoting best practice solutions.

2.     How we work

Collaborative & Inclusive

·       We work together to achieve success and make the most of opportunities           

·       We value contribution - ensuring everyone's voice is heard and everyone's experience matters

·       We keep up to date with internal and external activities -  proactively reaching out and positively responding to requests for support

·       We care about each other, respecting and appreciating differences, so that everyone feels included

Curious & Innovative

·       We try new things     

·       We ask questions      

·       We encourage openness and ideas

·       We embrace change

Expert & Impactful

·       We do our best work, are clear on priorities and understand sometimes priorities change

·       We make decisions based on insights and measurable results                                

·       We communicate on a diverse range of subjects in ways that are accessible to everyone

·       We share our knowledge and expertise, and draw on that of others, to get things done

Trusted & Trusting

·       We're open and honest with each other, giving and receiving constructive feedback

·       We trust others to involve us at the right time                

·       We are trusted, and trust others, to do their best work and deliver on time

·       We celebrate success, learn from mistakes and have a no blame culture

3.     Key accountabilities

Supplier Management & Performance

·       Strategic Partnership: Manage the end-to-end relationship with our Customer Support team, liaising with the Senior Operations Lead to define contractual needs, including Service Level Agreement (SLA) definition, and oversight of daily performance.

·       Performance Monitoring: Track and analyse key service metrics (e.g., answer speed, abandonment rates, First Contact Resolution) to ensure targets and SLAs are met. Investigate reporting anomalies to identify opportunities for service enhancement.

·       Quality Assurance (QA): Design and implement a robust QA framework involving call listening, email sampling, and scoring to guarantee adherence to our brand tone and service protocols.

Escalation Handling & Policy Development

·       Complex Case Resolution: Serve as the escalation point for sensitive, high-risk, or complex supporter complaints requiring expert intervention.

·       Root Cause Analysis: Lead post-incident reviews for major issues to uncover systemic problems and implement corrective actions that prevent recurrence, informing key internal stakeholders.

·       Team Training: Work with the Senior Operations Lead to define training for Supporter Services Coordinators to ensure effective handling of escalations and daily processes.

Supporter Experience & Journey Optimisation

·       Voice of the Supporter: Aggregate and analyse feedback across channels (calls, emails, surveys) to identify pain points in the member journey. Liaise with the wider Audiences team to ensure campaign visibility and project alignment.

·       Process Improvement: Proactively identify inefficiencies in response workflows and work with our Customer Support team to streamline operations.

·       Advocacy: Champion the "needs of the supporter" in all internal discussions, partnering with the Senior Operations Lead to ensure operational decisions prioritise member experience.

Reporting, Data & Finance

·       CRM transition & data quality: Play a key operational role in the Salesforce transition (go-live February 2027), including data cleansing, deduplication and migration of membership records, and establishing ongoing data quality controls in the new system.

·       Reporting & dashboards: Build and maintain reporting and dashboards in Salesforce to give a clear, trusted view of service and membership performance, trends and areas for improvement.

·       Process ownership: Become an operational process owner and superuser for supporter services in the new CRM post go-live, embedding good data practice across the membership journey.

·       Insight generation: Leverage service and membership data to inform business strategy – for example identifying common queries that point to product or website improvements.

·       Performance reporting: Collaborate with the Customer Support team to report on service performance (answer speed, abandonment, first contact resolution) against SLAs.

·       Financial management: Track and raise POs for supplier invoices, ensuring accurate budget allocation and review by the Senior Operations Lead.

·       Data Protection: Champion high standards of data quality, integrity and protection across the CRM and related processes, supporting compliance with data protection regulations (GDPR/UK GDPR), escalating risks to the Senior Operations Lead and supporting team knowledge and training.

CRM transition process

·       Actively contribute to the CRM transition process by defining requirements across all membership journeys. Work closely with the Head of National Art Pass Marketing, Senior Operations Lead, and wider cross-functional teams to ensure business decisions are well informed and clearly documented.

·       Support functionality and user testing for the new CRM project as required. Key areas include: defining use of operational processes which impact member experience, from payments to recruitment and retention.

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

4.     About me

Knowledge

• Excellent working knowledge of CRM and using database systems (ideally Salesforce)

• Demonstrable business administration skills, including thorough knowledge of direct  debits, gift aid, data protection, credit card compliance and financial reconciliation

• Excellent knowledge of GDPR and Data Protection

• Good understanding of

customer service issues and

industry standards and best

practice.

Experience defining technical requirements for CRM systems.

Skills

• Ability to manage multiple projects and prioritise own workload

Experience

• 3+ years’ experience using CRM and managing customer services in a fundraising or membership environment at a comparable level

• Previous comparable experience of managing contracts and external 3rd party suppliers to deliver monitored services.

Personal Attributes

• Willingness to work as part of a

team with a flexible, helpful and

supportive attitude

• Good attention to detail and

accuracy of data and process

• Interested and motivated to

innovate and make change

• Good communication skills