You will grow and run Kew’s membership scheme, bringing in more members, improving their experience, and building long-term loyalty. You will champion membership across the organisation, leading the response to Kew’s new brand and CRM to boost engagement and support for its mission.
Client Details
Kew Gardens is a world-leading botanical and conservation organisation with a major public presence, using its living collections to inspire visitors while driving global plant and fungal research and protection
Description
*Grow membership by increasing acquisition, engagement and retention.
*Use audience insight and data to shape strategy and improve the member experience.
*Lead the shift to a more supporter-focused, customer-centric membership model.
*Develop and refine the membership product, pricing, benefits and experiences.
*Oversee CRM rollout and create effective, personalised customer journeys.
*Ensure strong reporting, data accuracy, compliance and operational performance.
*Work with teams across Kew to deliver a seamless, high-quality member experience.
*Lead, develop and inspire the membership team to deliver growth and innovation.
Profile
*Has led a large-scale membership or loyalty scheme and understands both strategy and daily operations.
*Confident managing technical elements such as CRM, Gift Aid, data regulations and direct debit processes.
*Brings a customer-focused mindset and can transform the member experience end-to-end.
*Uses insight and data to drive decisions, improve journeys and deliver measurable growth.
*Strong leader who can inspire, develop and motivate a team through change.
*Credible and confident with senior stakeholders, able to influence across departments.
*Skilled in delivering complex projects, especially CRM and digital transformation.
*Resilient, solutions-focused and able to balance ambition, pace and organisational realities.








Job Offer
33 days annual leave + bank holidays
Hybrid - 2 days in the office
Flexible working hours
£65-71K