Digital and Insights Manager

Full Time, permanent
£32,000 – £36,000

As Digital and Insights Manager, you’ll be the strategic linchpin between audience and participant data,
digital development, and audience and user experience.

You’ll champion our use of technology to better understand, grow, and connect with our audiences —
driving innovation in CRM, insight, digital comms, and web experience. If you’re equal parts strategist and
systems thinker—with a head for data and a passion for creativity— this role is for you.
Join a theatre that’s not just making outstanding work but also rethinking how we engage audiences,
champion inclusion, and embed sustainability. You’ll be part of a supportive team in a role that genuinely
helps to shape the future of our organisation.

Key Responsibilities
Audience Data & Insights

• Lead on audience and participant reporting, benchmarking, surveying and survey analysis to provide effective insights to inform future activity and assist in the delivery of audience strategy and development.
• With the Head of Ticketing and Sales, oversee all audience and participant data collection, monitoring, analysis and evaluation procedures, ensuring consistency and best practice.
• Through reports, dashboards and presentations provide accessible insight and understanding of audience data across the organisation.
  Work with other departments to provide data for funders, donors and supporters.

CRM & Customer Experience

• Own and evolve the use of our CRM systems (including Spektrix, Activity Stream platforms, Dotdigital) across departments, optimising campaign targeting, tagging, and reporting to drive engagement.
• Develop and maximise the efficiency of systems to improve workflows through automation and improved practices, including but not limited to automated comms journeys for fundraising, upselling, marketing and community programmes.
• Work across the organisation to enhance audience experience  and operational insight.
• Ensure the use of customer data is compliant with GDPR, PECR and other data legislation and guidance.
  Manage the CRM systems to ensure quality of data is maintained.

Digital Development & Website

• Work with our website partners (Supercool) to evolve user experience, booking pathways, and content performance.
• Working with our Social Media and Digital Marketing Officer, monitor and report on digital metrics across all platforms (e.g. Google Analytics, YouTube, Algolia, social media etc).
• Work alongside our digital marketing agency to provide the tools to monitor the effectiveness of digital campaigns.

Innovation & Partner Liaison

• Maintain productive relationships with key partners relating to CRM, digital and web development (including Spektrix,  Supercool, Activity Stream, The Audience Agency).
• Identify and test new features, tools, and ideas that enhance the theatre’s digital maturity and audience value.
  Keep CFT ahead of sector trends in digital engagement and CRM best practice.

Sustainability & Access

• Contribute to carbon tracking and offsetting initiatives through audience data reconciliation.
• Work with the team to ensure accessible digital content across all platforms (e.g. ensuring website is compliant with WCAG 2.2 AA standards and content is optimised for all users) is up to date and easy to use.

Operational Admin

• Oversee purchase orders and invoicing for digital platforms and partners.
  Manage internal documentation and schedules for reporting, data tagging, and content archiving.

Person Specification
Essential Criteria

• Proven experience with CRM/ticketing systems (ideally Spektrix).
  Excellent data handling and analytical skills, with experience producing audience insight reports.
• A solid understanding of digital platforms, email marketing tools, and performance tracking.
• Experience with data compliance and GDPR regulations.
• Collaborative mindset with the ability to manage cross-departmental projects.
• Strong attention to detail, systems thinking, and clear communication skills.
• A proactive, self-motivated approach and an enthusiasm for theatre and the arts.

Desirable Criteria

• Experience working with web UX tools, content management systems, and audience segmentation
  models.
• Familiarity with platforms like Dotdigital, Google Analytics, Typeform, and social data tools.
• A flair for visualising data and creating reports that inspire action.

Full details of the role can be found by visiting our website.

To apply please send your CV and a covering letter, or video, to [email protected] by the deadline, quoting job reference: 2504DAIM in the subject line. In your covering letter or video, please let us know why you are applying for the role, what excites you about joining CFT and how your experience and skills match the person specification.

Closing date for applications – 6pm Sunday 18 May