THE ART FUND

JOB DESCRIPTION

Job Title

Supporter Experience & Operations Lead

Department

Audiences & Engagement

Reports to

Head of Membership

Purpose of Role

The Senior Membership Operations Manager plays a key role in supporting and improving systems and contracts that aid sales for the Art Funds’ National Art Pass membership scheme. This role drives end-to-end customer operational excellence to serve members, donors and prospects in line with Art Fund’s schedule of activity.

The post-holder is responsible for overseeing the development and management of all membership-related data flows and processes and contract management, and has responsibility for financial oversight and payment processing, customer service and development and delivery on their KPIs.

As well as delivering operational excellence, the post-holder is an agent for change through their ability to develop and refine a data driven approach to departmental operations and activity through reporting and insight sharing, business recommendations, and through identification and promotion of best practice solutions.

Key Accountabilities

Lead a programme of continuous improvement across all aspects of customer operations. Identify customer improvements and business efficiency, working on strategic improvements to operational processes internally and externally with key stakeholders and suppliers. Ensure we achieve the operational KPIs needed to maintain and grow in line with business objectives.

Take the lead in the successful and timely delivery of data queries and the creation of processes that ensure the database contains high quality, consistent, relevant data. Regularly import data into the database according to consistent standards and output appropriate reports to support the analysis of performance, including but not limited to supporter journeys and key data processes. Manage the end-to-end delivery of initiatives that improve and enhance our use of data across systems or analytics in-house or externally.

Oversee the work of the Supporter Services Coordinator in coordinating the work of the third-party contact centre service, including developing policies and procedures in customer service and response-handling, complaint handling and monitoring, training and quality monitoring. Regularly reviewing priorities and resource to ensure targets are met.

Undertake regular inventory checks at fulfilment suppliers, ensure efficiencies in production are considered as well as timelines to delivery. Be the main point of contact for forecasting volumes when required.

Proactively manage the relationship with contracted service providers and from time to time oversee the retendering of such services – response handling and payment processing, contact centre and outbound fulfilment services. Set standards and targets, identify and solve problems, innovate the service, monitor SLAs and negotiate costs.

Work closely with the Head of Finance and finance team to reconcile membership and associated income streams, including gift aid and setting up new fund or income codes where appropriate. Using daily and monthly reports ensure monies are fully reconciled and work to resolve anomalies. Oversee payment methods, introducing new methods as appropriate, making sure all aspects of process and compliance are implemented to the right standards and practice.

Work with the Supporter Services Co-ordinator to plan a roster of work designed to improve service or generate income, work with internal stakeholders to develop and scope projects and work with third parties or internally to deliver projects to internal client requirements, championing the needs of supporters as appropriate.

Contribute to the development of the marketing technology stack at Art Fund – procurements and deployments, including writing new specifications, testing and writing user guides. Collaborate with business stakeholders to define and communicate the digital vision, product road map and priorities to support consumer and business-to-business marketing innovation.

Generate user stories for development of the service in relation to customer service and operations, oversee the coordination of testing new developments of features, functionality in new releases or upgrades.

Take the lead on compliance and policy issues related to membership, working with internal stakeholders. Be a data champion and CRM lead for the wider Membership Team.

Manage and monitor substantial budgets related to membership retention and contracted services. Submit proposals, reports and forecasts and provide commentary on variances and anomalies.

Other Activities, Duties and Responsibilities

Coach, mentor and support junior members of the Audiences & Engagement team and contribute to their development and training.

As a member of the Audiences and Engagement team, the postholder will work with colleagues across Art Fund and the wider sector to ensure our marketing and communications activity is effective and valuable and supports our strategic plan.  You’ll help us identify where Art Fund can make a real difference in our priority areas and build our reputation in these areas: championing diverse and inclusive museum collections, workforce and audiences; reaching a new generation of museum goers that through digital and community experiences, as well as in the museum itself, and developing a sustainable sector.  You will share the energy and commitment that Art Fund staff bring to their work, as well as a belief in the importance of arts and culture. 

Undertake other duties as requested by the Art Fund from time to time

Reporting Lines

Head of Membership 

Line Manager

Supporter Services Co-ordinator

Close working relationship with:

Wider members of the Audiences Team, the Technical Operations team and Third-party fulfilment providers; currently Mango, Paragon and Valldata Woods Group.

PERSON SPECIFICATION

Experience

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

·       Significant experience of defining, developing and implementing business workflows

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

·       Line management experience

·       Experience of database and data management, including data and software integrations.

·       Experience in a comparable sector

Knowledge

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

·       Good understanding of customer service issues and industry standards and best practice.

·       Knowledge of procurement processes

·       Knowledge of the sector and current trends and issues?

Skills/Abilities/Competencies

·       Excellent negotiation skills

·       Strong project management skills from planning through to delivery

·       Budget management

·       Ability to present data insights and plans clearly and compellinglyAbility to manage multiple projects and prioritise own workload, with minimum supervision

Personal Attributes

·       Good communication skills

·       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

·       Commitment to coaching others and sharing own expertise