Ticketing & CRM Project Manager
Central London
Vacancy listed 21/08/2025
Application deadline 21/09/2025
Details
The Postal Museum (TPM) is one of the newest and most exciting museums in London. We opened in 2017 and have already established the museum as a must-visit destination with award-winning experiences. Alongside hands-on exhibitions exploring over 500 years of British social and communications history, visitors can experience a subterranean ride through the tunnels of the old Post Office Underground Railway – Mail Rail. The museum welcomes over 100,000 visitors and our online content reaches almost a million users a year. We deliver award-winning learning, access and outreach programmes and provide unique experiences including popular Tunnel Walks under the streets of London. The museum also operates a children’s play space – Sorted! – popular with young families and schools. Alongside all this we offer one of the most unique venues in London for corporate hire and filming. 
 
 
Based: Central London 
Salary: £50,000 FTE (£30,000 per annum for 21 hours per week) 
Contract: up to 12 month fixed-term contract 
Hours: 21 hours per week with flexible working options considered. We would be happy to discuss delivering these hours over a more condensed period, for example 5 days per week over 7.5 months, depending on the project timeline 
Start date: 1st November 2025 
Reports to: Head of Marketing and Development and Head of Finance 
 

Who We Are  
The Postal Museum tells the story of postal communication and its impact on a global society  
 
What We Do  
We use our collection to explore stories around communication, and to inspire everyone to make richer and more meaningful connections in their lives  
 
Our Values Are  
  • Openness  
  • Generosity  
  • Innovation  
  • Curiosity  
  • Playfulness  
 
We Will  
  • Be open and generous in spirit and action  
  • Deliver innovation  
  • Communicate our stories with clarity and playfulness  
  • Be curious about people’s stories and experiences

Strategic Objectives  

  1. Create welcoming experiences for anybody to connect with the museum and each other.  
  2. Collaborate creatively to deliver content that meets our audience’s needs.  
  3. Look after, develop and be curious about our collection to ensure the story of postal communication is relevant, inspiring and inclusive.  
  4. Minimize the environmental impact of our activities and advocate environmental responsibility.  
  5. Develop a sustainable and dynamic business model to enable our charitable work.  

Purpose of the Job

We plan to implement a new CRM and Ticketing system to better serve our audiences, grow visitors, increase income and free up capacity in our IT and finance teams. This will help us create welcoming and accessible experiences informed by insights from our website, museum and fundraising, and transform internal operations making them more efficient, transparent and robust.  
 
Our current ticketing system has been operational since we opened in 2017. However, it is difficult to extract reliable management information, it offers a sub-optimal visitor journey when purchasing tickets and is difficult to integrate into systems such as finance and CRM, leading to many manual interventions taking lots of staff time. There is no one trusted view of data and no ability to see interactions with visitors, communities and stakeholders holistically.  The hardware used at points of sale and for ticket scanning is now obsolete and out of support. 
 
The CRM and Ticketing project was developed to address these issues.  It has the following goals: 
  • To implement a ticketing system which will make the visitor journey easier and more transparent 
  • To reduce the difficulty and inconsistency of transferring data across systems either by reducing the number of systems used by The Postal Museum to deliver CRM and strategic objectives or by making the processes between systems more automated, transparent and reliable. This will lead to simplified maintenance, fewer instances of inconsistency and reduced risk around UK GDPR requirements. 
  • To enable a trusted master view of visitor and supporter data which can be relied upon by all teams to provide insights that enable their work. 
  • To maintain secure visitor, customer and supporter data – enabling it to be more easily accessed and understood by new members of staff, reducing the reliance on institutional knowledge and ensuring reporting and analysis of data is consistent across teams.  
  • To improve understanding of visitor and supporter behaviour. This will improve audience engagement and enable us to develop more fulfilling audience journeys, ultimately increasing income across ticket sales, donations and commercial, retention across learning and community activities, and improving reputation with stakeholders and funders. 
  • To join up the ticketing and CRM system/s with the finance system so that we have more robust and trustworthy tax compliant (Gift Aid and VAT) financial information.  
 
We are seeking a Project Manager to manage the purchase and implementation of the new system/s, ensuring that we obtain the best value solutions and configure them optimally to achieve project goals. 
 

Job Description

 
Key Responsibilities and Duties 
  • Review the MoSCoW analysis, updating it to clearly show a prioritised agreed list of requirements in line with project goals 
  • Review the hardware specification with the IT team to ensure it accurately reflects business needs 
  • Complete the draft “invitation to tender” pack Identify a long list and agree a short list of potential suppliers with stakeholders 
  • Manage the tender process including initial enquiry response, response analysis, query management, financial analysis and supplier recommendation.  Complete the post-tender report to be submitted for Board approval.  Ensure the highest standards in probity and fairness during the tender process. 
  • Lead on all communication with tendering suppliers 
  • Manage any post-tender negotiations on price and contractual obligations 
  • Agree and monitor progress against a full project plan for implementation with the selected suppliers, stakeholders and affected staff. Ensure provision for system configuration, data migration and staff training is included. 
  • Work with the booking support team, visitor experience team and retail team to ensure optimal processes and system configurations are implemented for ticketing and retail sales. 
  • Work with the Marcomms team to ensure their vision for audience relationship management and user journeys are effectively implemented 
  • Provide regular updates on project progress to the TPM Executive team and TPM Board as required.  Ensure regular progress updates are sent to other stakeholders and affected teams including visitor experience, retail, collections, events, booking support, access & learning and Fidelity Investments. 
  • Manage the project budget – expected to be around £170k.  Ensure appropriate provision is made in revenue budgets for recurring ongoing costs. 
  • Lead a final project review capturing lessons learned from the tender and implementation processes and recommendations for future action. 
 

Person Specification

 
Experience
  • Experience of working as a project manager in a structured project environment on medium-large sized projects 
  • Experience of ticketing and CRM implementation projects 
  • Experience of managing a tender process 
  • Experience of financial management and processing 
  • Experience of multiple reporting lines and/or matrix reporting, and the ability to work autonomously and influence stakeholders 
 
Skills/Knowledge
(Essential criteria) 
  • Ability to communicate effectively both verbally and in writing, in order to build positive and successful working relationships with teams, stakeholders, and suppliers. 
  • Ability to inspire and motivate the project team to achieve project goals, including delegating tasks and providing guidance. 
  • Strong organisational skills and the ability to define clear timelines, task dependencies, and priorities. 
  • Experience in identification of potential issues early on and developing mitigation strategies 
  • Skill in evaluating information and making informed decisions to navigate a complex project delivery 
  • Experience in creating and monitoring project budgets to ensure cost control 
 
Person
  • An analytical approach to problem solving, analysing challenges and finding effective solutions to keep the project moving forward. 
  • A proactive and hands-on approach 
  • Has proven ability to be creative, generate new ideas and pursue opportunities, overcoming obstacles where necessary 
  • Strong ability to prioritise 
  • A collaborative team player 

Working Conditions


The post holder will have access to a range of employee benefits including discounts in the museum’s café and shop, a cycle to work scheme, employee assistance programme and a range of discounts from retail and entertainment to health and wellbeing. 
 
This position will require a DBS check that will reveal any unspent convictions. A criminal record may not necessarily be a bar to placement, as any decision will be treated on its merits and individual circumstances subject to the museum’s overriding obligations to protect the children and vulnerable adults in its charge, members of the public, the safety of the museum’s staff and the Collection. 
 

To Apply


Kindly upload your resume and cover letter detailing how you meet the person specifications of the role.

Please note that all candidates must be eligible to work in the UK.
 
The Postal Museum is a Disability Confident Employer, if at this point you wish to disclose any disability, kindly let us know at hr@postalmuseum.org before the application deadline.

Closing Date

Sunday 21st September 2025

Interviews

Week commencing 29th September

This vacancy has now been closed