CRM Manager

CRM Manager
£48,061.00 per annum
Full time/ 40 hours and 5 days per week. (Part time or freelance options will be considered)
6 months FTC

Hybrid working is available for this role with remote working also an option (UK-based), with occasional travel to our central London office as needed.

Role Purpose:

The CRM Manager is responsible for the Customer Relationship Management (CRM) function across the Gallery. They manage the Gallery’s CRM database (Tessitura) and work with a range of departments to support the use and development of the system, including providing technical support and training. Tessitura is used to manage all ticket sales, membership, donor information and customer data, and as such is used daily by teams from across the organisation to manage relationships with the Gallery’s audiences. The CRM Manager plays a key role in the long-term planning for the use of Tessitura across the Gallery’s work and leads on its’ delivery to ensure that it is used to its full potential across the organisation.

Key Accountabilities:

Manage the use of the CRM system (Tessitura) and perform system administration tasks at an application level. Be the Gallery lead for the CRM system and ensure best practice processes and quality are embedded.

Provide first-line support for the CRM system internally and act as the main operational contact between Tessitura Network and National Portrait Gallery.

Develop strong working relationships with key internal clients and stakeholders, including Directors and Heads of Department and maintain a good understanding of their needs and priorities.

Maintain an advanced knowledge of CRM technology to ensure the Gallery is a leader in the industry. Keep up to date with the latest best practice in CRM and ensure knowledge is applied to the Gallery’s CRM activity.

Work with the Digital Team to update the areas of the Gallery website generated by the CRM system including the ticketing and Membership pages.

Support users of the system to perform ongoing data analysis, including modelling, dashboard reporting, and monitoring lifetime customer value. Champion use of, and access to, data systems to inform decision-making and strategy across the organisation.

Work closely with the Ticketing Manager and Head of Membership to support the Gallery’s ticketing and membership offers.

Work with the teams across the Gallery on database analytics and segmentation and liaise closely with the Communications team to manage e-communications through our email service provider, WordFly. Assist in the development of audiences across Gallery, ensuring best practice use of CRM techniques.

Ensure that departments have the system knowledge to extract data and to analyse that data to support customer-driven marketing and sales and fundraising campaigns. Work with the Communications team to consolidate research data to build a complete picture of our customers.

Devise training in the effective use of the CRM system with ongoing support for all departments. Keep records of training given by department and ensure effective development of training manuals.

Support an ongoing programme of data management for customer records, ensuring compliance with GDPR, Payment Card Industry, Gift Aid, and HMRC terms.

Promoting sustainable working practices and reducing the environmental impact of the Gallery’s operations in line with its Sustainability Statement.


The above list is indicative but not exhaustive. As such, in addition to the key accountabilities and responsibilities listed the post holder may be required to perform other duties commensurate with the scope and/or level of the role

Key Experience, Skills and Criteria:

Extensive experience of managing an organisation-wide CRM system or complex database, preferably Tessitura.

The ability to work in partnership with technology professionals and pick up new systems quickly, with the enthusiasm to make recommendations and drive improvements.

Experience using SQL/HTML for manipulating data within databases, editing email designs, and working with webpage styling would be ideal (but not essential).

Experience of designing and delivering system training or evaluating workflows with users of varying levels of technical expertise

High degree of IT literacy and the ability to master new systems quickly.

Proven digital project management skills.

Strong commercial awareness, with the ability to spot opportunities to grow revenue and drive efficiencies.


We offer a competitive benefits package, including:

Generous pension scheme
29 days annual leave allowance, in addition to bank holidays
Interest free season ticket and bicycle loans
Rental deposit scheme
Employee assistance programme
Free entry to many UK museums, galleries and exhibitions
Staff discounts on purchases in online shop
Professional & personal development opportunities

Closing date for returned applications is 16th March at 9:00am and First round interviews will take place on week commencing 23rd March via Microsoft Teams. Please indicate on the notes section of your application form, if you will be unable to make these dates.

We are committed to the employment and development of disabled people. When assessing and shortlisting our candidate pool for interviews, we are committed to removing any bias through our process to ensure all individuals with a disability are included. To be invited to the interview stage, you must show through your application that you meet the minimum criteria and/or the desirable skills required for the role. If you tell us that you have a disability we can make reasonable adjustments at interview, and, if you join us, to your work arrangements.

Museum Website: https://candidate.hr-manager.net/ApplicationInit.aspx?cid=2833&ProjectId=143774&DepartmentId=18956&MediaId=5