Our client, a membership organisation, is seeking to fill the role of Membership Manager.
Scope and Purpose
The Membership Manager will be responsible for a vibrant and growing group of Members. They will be the point person dedicated to queries relating to all aspects of Membership including Membership inquiries, booking of facilities, in particular Gallery spaces, and a liaison on events programming and additional services. They will work closely with the Programme Manager to foster community spirit and collaboration within the Membership and externally. For those Members moving into permanent offices, the Membership and Account Manager will support the Operations team to cater to requests and individual office fit outs, and in the long term, ensure Member satisfaction across all Membership tiers. This post also supports the renewals scheme and contributes to long-term strategy and the ongoing expansion of the community.
Main Duties and Responsibilities
- Maintain and nurture the relationships with Members; top-tier businesses within the art industry, acting as the primary point of contact on a day-to-day basis.
- On-board recently accepted Members to the Membership and issue invoices, welcoming to the community and developing warm, one-to-one relationships.
- Ensure a seamless and positive Member experience, as expected of a leading art organisation for every Member.
- Focus on Member experience, retention, renewal systems and supporting the full Membership life cycle.
- Support Members with the planning and execution of Exhibitions, closing bookings and cross-selling additional services.
- Works closely with Head of Digital to implement and refine Salesforce processes relating to Membership account management, onboarding, renewals, complaints and more.
- Works closely with Programme Manager to ensure Membership programming offer is optimised.
- Manage and coordinate site visits for prospective Members, their teams and artists, offering a highly detailed knowledge of Galleries, Viewing Rooms, Offices, additional facilities and services.
- Thoroughly follow the booking process to make sure every request is met, and all information documented in Salesforce.
- Gather Member feedback on their experience for reporting to the Membership & Business Development Director and wider team; make suggestions for improvement. Respond to negative feedback or complaints in a considered, timely and effective manner with the support of the Head of Membership & Exhibition Services and where relevant, the Membership & Business Development Director.
- Accurately record activity and structure reports on client history, as requested from time to time by the Head of Membership & Exhibition Services.
- Responsible for hitting personal targets for Gallery bookings as well as supporting the Membership team in reaching overall targets.
- Liaise with the Accounts department to raise invoices and follow payments.
- Coordinate and communicate with Marketing and Event Teams, providing relevant Member & exhibition information for the use of print and digital media (Press and Marketing).
- Appropriately communicate Member needs and requests with the Exhibition Services and Operations Teams to guarantee a seamless customer experience.
- Identify and encourage new opportunities for collaboration within the Membership.
- Uphold the ethos and brand by offering a friendly, personable, and professional experience
General
- Support Membership & Business Development Director and Programme Manager’s activity relating to the organisation’s prospecting and programming.
- Attend Openings, events and Member events representing the organisation.
- Active participate in the London art world – networking with gallerists, dealers, collectors, curators and other institutions to develop working relationships relevant to the organisation.
Person Specification Essential Skills and Attributes
- Proven experience as a Client Relationship Manager
- Art History, Fine Art or Curatorial Studies degree or minimum 5 years’ experience in the Art Industry
- Knowledge of customer relationship management (CRM) practices, (Salesforce).
- Experience in sales or customer service is preferred
- Problem-solving attitude and has an aptitude for fostering positive relationships
- An energetic, highly motivated, and enthusiastic team player with a desire to further their career in the art world through contributing to the organisation’s success.
- Previous experience in a demanding client-facing role.
- Proven success in meeting renewal and/or sales targets.
- An exceptional eye for detail and experience managing a varied and demanding workload.
- Outstanding social skills and people management.
- Excellent verbal and written communication, with rigorous attention to detail.
- A proactive, self-motivated approach to working.
- An ability to multitask, prioritise and plan.
- Demonstrable and active interest in art, design, and visual culture, with an understanding of the organisation’s particular role within it.
- Experience working as part of a small team and the ability to forge mutually respectful and effective working relationships with a diverse range of personalities.
- Excellent IT skills, particularly in Microsoft, (including Excel).
- Knowledge of public and private art sector in the UK and an understanding of the global art scene and schedule, including but not limited to art fairs, biennales, and art weeks.
Conditions and the benefits
- Permanent contract
- Full time, with one hour for lunch.
- Some evening and weekend work may be required, compensated by time off in lieu.
- Probation period: 3 months.
- Notice period: 2 months in writing on either side after probational period
- 25 days holiday, plus bank holidays
- You will be eligible to participate in the business’s pension scheme
- You will be eligible for the Bonus Scheme
- Access to local partnerships and benefits
- Hybrid working scheme
- Training opportunities
Location: London
Hours: Full time
Start date: ASAP
Salary: around £35k