CRM and Supporter Engagement Manager
Salary £ 42,000 gross per annum
London
Vacancy listed 22/07/2026
Application deadline 16/08/2026
Details
The Postal Museum opened in 2017 and is already established 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 Mail Rail, London’s hidden postal railway. The museum welcomes over 150,000 paying visitors a year and our online content reaches many times more. 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 locations. 
 

Based: Central London, flexible working and home working options 
Salary: £42,000 gross per annum 
Reports to: Head of Marketing and Development 
Hours: Full time, 35 hours a week (0.8 FTE considered), flexible working available 
Contract: Permanent  
Probation Period: 3 months 
Start date: October 2026 
 

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 
 

Purpose of the Job

 
The CRM and Supporter Engagement Manager will lead The Postal Museum's approach to lifecycle marketing, using customer data and CRM capability to build stronger relationships with visitors and supporters. Working closely with colleagues across Marketing, Ticketing and Visitor Experience, the postholder will develop audience journeys, targeted communications and fundraising campaigns, helping to embed new data-led ways of working across the organisation. 
 
This is a new position created at an exciting time for the museum as we look ahead to both the museum’s 10th birthday and the centenary of Mail Rail in 2027. Alongside developing anniversary marketing and fundraising campaigns, we are undertaking a digital transformation programme that will see a new ticketing and CRM solution implemented this autumn, followed by a redeveloped website in early 2027. Together, these projects will enable more joined-up and effective digital journeys, and support stronger audience understanding and engagement. 
 
Reporting to the Head of Marketing and Development, this role takes overall responsibility for lifecycle marketing programmes supporting all areas of the museum’s public offer. Through a CRM lens, the role will also lead on optimising membership and supporter initiatives, developing and delivering fundraising appeals, and creating structured approaches to building and sustaining relationships with existing and prospective supporters. 
 
The role sits within a high-performing Marketing and Development team responsible for driving income and growing the museum’s physical and online audiences through campaigns, digital content, brand development, social media and fundraising. 
 

Job Description


Key Responsibilities and Duties 
 
Customer Relationship Management (~60%) 
  • Act as strategic lead for lifecycle marketing, making use of customer data and insight to deliver targeted communications and support engagement and income goals. 
  • Plan and deliver automated email marketing programmes to support desired customer journeys and improve conversion, encourage repeat visitation and strengthen supporter engagement.  
  • Monitor, test and optimise lifecycle communications, ensuring effective tracking and analysis supports continuous improvement. 
  • Work closely with the Ticketing and Insight Manager to ensure customer data, fields and tags effectively support lifecycle marketing, fundraising and audience engagement activity. 
  • Ensure all activity complies with GDPR and other relevant legislation, following agreed data management practices. 
 
Supporter Engagement and Individual Giving (~30%) 
  • Develop structured approaches to strengthening supporter relationships, contributing to growing overall income from individual giving.  
  • Review and develop the museum’s membership and supporter schemes, identifying opportunities to strengthen conversion, engagement and retention. 
  • Develop and deliver fundraising appeals and other individual giving campaigns in collaboration with colleagues across the museum. 
 
Fundraising coordination and other duties (~10%) 
  • Coordinate donor stewardship activity, working with the Executive team to ensure timely and consistent supporter engagement. 
  • Manage guest lists and invitations for stakeholder events.    
  • Maintain a light-touch overview of Trusts and Foundations activity through CRM records. 
  • Undertake other duties reasonably required by the Head of Marketing and Development. 
 

Person Specification


Experience
(Essential criteria) 
  • Experience of delivering effective e-CRM programmes, including designing segmented communications and automated journeys. 
  • Experience of using data and insight to improve audience engagement, supporter relationships or customer journeys. 
  • Experience of maintaining accurate records and working in line with GDPR requirements. 
  • Experience of measuring and optimising performance of email campaigns. 
     
(Desirable criteria) 
  • Experience of fundraising, supporter development or membership. 
  • Experience supporting public appeals or donor engagement. 
  • Experience of implementing CRM systems and/or building data segments and customer journeys from scratch. 
  • Experience of working in the cultural, heritage or charity sector. 
  • Experience of budget management and monitoring progress towards income targets. 
 
Skills/Knowledge
(Essential criteria) 
  • Understanding of customer journeys and lifecycle marketing. 
  • Using email platforms to build and send targeted emails. 
  • Ability to interpret complex data sets and identify actionable insights. 
  • Excellent written and verbal communication skills. 
  • Excellent interpersonal and team working skills. 
  • Strong organisational skills and ability to manage competing priorities. 
 
(Desirable criteria) 
  • Knowledge of fundraising and supporter stewardship principles. 
  • Understanding of how CRM integrates with other systems and digital platforms. 
  • Understanding of digital advertising. 
  • Familiarity with web analytics and attribution tools. 
 
Person
(Essential criteria) 
  • Proactive and able to work independently. 
  • Curious about audiences and supporter behaviour. 
  • Methodical and organised, with strong attention to detail. 
  • Collaborative. 
 
(Desirable criteria) 
  • Comfortable working through change and embedding new ways of working. 
  • Flexible and solutions-focused. 
 

Working Conditions

This position may require a basic DBS check which 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.  
 
The postholder will be expected to monitor and report on their work as directed by their line manager. The postholder will be expected to pick up ad hoc duties as required.  
 
Flexible working options are available including remote working. The postholder will be expected to work to office guidelines on handling, health and safety, lone working, etc. as advised, taking responsibility as appropriate.  
 
All staff have access to a range of employee benefits including café and shop discounts, a cycle to work scheme, employee assistance programme and a range of discounts from retail and entertainment to health and wellbeing.

How to Apply

Please upload your CV and Cover Letter to apply. Kindly specify how you meet the person specifications for the role in the cover letter.

If you face any technical difficulties while applying, please reach out to hr@postalmuseum.org

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

16th August 2026

Interviews

Early September 2026 
apply