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Project Manager-Customer Experience Project (FTC)

Royal Academy of Arts
Art Marketing and PR, Art Museums and Institutions
   Location: London
   Salary: £35,000
Experience: 3 years +
  Organisation: Royal Academy of Arts
Deadline: 22/04/2019

About the Royal Academy of Arts

The Royal Academy of Arts is one of the UK’s foremost arts institutions and our vision is to be a clear, strong voice for art and artists. It is a particularly exciting time in our history. A series of recent, major investments have transformed our physical and digital infrastructure and our public offer, coinciding with our 250th anniversary in 2018. An ambitious ‘Masterplan’ by David Chipperfield RA has redeveloped our 2.5-acre campus in Mayfair, uniting our two buildings, providing refurbished galleries for the display of art and architecture, a state-of-the-art auditorium, a new learning centre and dedicated Collections gallery, and enabling greater public visibility of our art school at the heart of the Academy. Alongside this exciting change to our buildings, we’re modernising our digital systems and improving the ways we serve our customers, both at the campus and on our website.

About this position

We are currently delivering our ambitious Customer Experience (CX) Project and are looking for a project manager to join the amazing cross-functional team making it happen. We need an enthusiastic communicator who can dig into the details of systems while also maintaining focus on broader goals. This is an incredibly exciting and varied role with real transformational potential. Within four areas, the CX Project aims to deliver value to the Royal Academy of Arts through technical and organisational changes:

  • To meet rising customer expectations by creating a consistent experience that matches our new buildings and world class content programme
  • To realise the financial opportunities around better understanding of our customers
  • To ensure our compliance with GDPR
  • To make it easier for our staff to get things done through more agile and efficient processes

The central workstream of the CX Project so far has been the implementation of a new CRM, ticketing and fundraising system: Tessitura. We’re midway through implementation and plan to launch the integrated system this summer. Alongside Tessitura, we’re working on improving our technical infrastructure across all customer data systems. This includes projects like reviewing our email marketing and telephony systems, planning integrations with commercial software and much more. Tessitura is the catalyst for modernising our technology and improving customer experiences through on-site and online touchpoints.

This role will be responsible for planning and delivery of technical projects across the RA. As a part of this technical work, you will also support RA management and teams to deliver changes within our organisation that underpin our most important customer journeys. This will involve supporting managers across the organisation with research, support and delivery capacity where relevant to ensure we are able to make the most of our new systems and tools. Overall, you will be responsible for the effective delivery of a variety of projects supporting the aims of the CX Project. This will include managing budgets, project planning and documentation, and project communication. This will be a challenging and varied role, which offers a huge opportunity to the right person.

About you

You will have substantial relevant experience, either in arts and cultural administration, information technology, customer service management, project management or another related field and you should demonstrate proven experience managing projects from start to finish.

Your knowledge extends from project management techniques, methods and software to MS Office and Google products for business and some experience using Tessitura would be advantageous

You’re a team-oriented, outstanding communicator who has strong management skills who has the desire to master new technology.

The benefits we offer

  • A generous pension, contributing up to 10% of your salary into a defined contribution scheme
  • Along with 25 days’ holiday and 8 bank holidays each year (pro rata), we close between Christmas Eve and New Year, allowing staff additional paid leave
  • Staff are encouraged to attend free History of Art and life drawing classes on site
  • We also have a staff choir, running and craft clubs
  • Best of all, we have reciprocal agreements with many leading museums and art galleries in London and New York that enable you to enter for free with your staff pass.

Closing date for applications:  Monday 22nd April 2019

Interviews to be held: w/c 29th April 2019



JOB:                          Project Manager – Customer Experience Project (12-month fixed term)

DEPARTMENT:         Digital  

WORKS FOR:            Program Manager – Customer Experience Project


  • Managing project delivery across the core workstreams in the project; ensuring that important milestones are met
  • Providing relevant reporting across project steering group, working groups, Executive Committee and oversight committees across the RA
  • Setting up and tracking KPIs for the project
  • Act as central point of contact for the project, focusing on prioritising requests and ensuring deliverability
  • Owning relevant project documentation (project plans, scopes, reports, risk registers, etc.)
  • Planning, facilitating and reporting on workshops with staff and suppliers to ensure delivery of the project
  • Advising and delivering on organisational change elements of project; supporting business owners in defining skills, roles and teams
  • For example, helping engage with directors and heads of department to help deliver on organisational changes in their business areas
  • Including supporting individual managers and teams with business process improvements
  • Work closely with business teams to refine processes and customer journeys
  • Work closely with stakeholders to ensure delivery in relevant areas. For example:
  • IT team to deliver improved payment systems, reliable scanning equipment and mobile ticketing, as well as supporting our IT security team with data protection training plans
  • CRM team to deliver roll-out and development plans for the CRM system and email service provider
  • Digital product team and Tech Lead to deliver seamless digital experiences that talk to the new systems
  • Front of House and Loyalty teams to ensure point of sale systems work effectively
  • Fundraisers to ensure roll-out of the new system meets their requirements across capital, corporate, trusts and foundations

Core business skills and experience required:

  • Effective leadership, interpersonal and communication skills
  • Good communication at all levels – including everyday users, stakeholders of all levels, software engineers and commercial staff
  • Knowledge of techniques for planning, monitoring and controlling projects to ensure plans, timelines, documents are accurate and up to date
  • Experience working within and managing a budget
  • Experience of working in both an Agile and Waterfall delivery environment
  • Ability to find ways of solving or pre-empting problems
  • Ideally to have had experience within an arts or membership organisation


Person Specification:

  • Three to five years of experience in arts and cultural administration, information technology, customer service management, project management or another related field
  • Proven experience managing projects from start to finish
  • Understanding of project management techniques and methods
  • Excellent knowledge of MS Office and Google products for business
  • Working knowledge of project management and communication software (Trello, Basecamp, Atlassian products, Slack, etc.)
  • Understanding of transactional business systems within a not-for-profit environment (e.g. ticketing, fundraising, retail, ecommerce)
  • Experience using Tessitura is not required but would be a strong advantage
  • Ability and desire to quickly master new technology
  • A team-oriented personality. Your commitment and focus influences those around you to do better. You gain satisfaction when the team wins.
  • Strong management skills across varied teams
  • Ability to work collaboratively with each of the divisions, understanding their different cultures and reflecting this in the approach taken
  • Interest in digital media and the transition of traditional media into a digital environment
  • An outstanding communication style – you will be responsible for a lot of project communication so you must be comfortable presenting, writing, running workshops and one-to-one training sessions with staff.

Art. World. Jobs.