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CRM / CMS Digital Project Manager

CRM /CMS Digital Project Manager

(£30K to £40K depending on experience pro-rata, P/T)

Job Purpose

The Institute are embarking upon a digital transformation programme that will revolutionise how the organisation works and interacts with members and stakeholders and the role of CRM/CMS Digital Project Manager will be key to the successful delivery of this exciting project.

The post holder will be responsible for the successful implementation/configuration and delivery of the new CRM/CMS system and web portal

The CRM/CMS Digital Project Manager will work closely with all areas of the organisation to understand requirements and liaise with key stakeholders/suppliers and developers to deliver the organisation's digital goals.

Responsible to
Reporting to Program Manager

Key Responsibilities

  • To be an integral part of the CRM/CMS project implementation team ensuring that new functionality is fully maximised.
  • Responsible for contributing to overall CRM/CMS project objectives, specifically the identified business requirements and hence the functionality deliverables.
  • Analyse, process map and quality assure current/proposed future internal processes and external member journeys ensuring the processes are fully documented and tested
  • Support the configuration of the web portal, the new business processes and define and be responsible for user acceptance testing (UAT) of overall solution.
  • Deliver appropriate CRM/CMS reporting capability to enable the organisation to take a knowledge-led approach.
  • Document and cascade the new business processes/systems and ways of working to key internal stakeholders/staff members.
  • Work on data cleansing and consider data segmentation for both the website and new CRM/CMS to maximise reporting and communications.
  • Support the delivery team on data migration relating to membership activities.
  • Implement GDPR compliant processes.
  • As a super-user of the new systems, support roll-out of training to end users

Person Specification

Essential Skills, Experience & Knowledge

  • Minimum of 5 years' experience of managing business processes in a membership organisation
  • Proven design and implementation of good practice membership organisation business processes
  • Successful implementation and configuration of CRM/CMS technologies within a membership organisation as 'product owner' and 'super-user'
  • Working knowledge of DPA and GDPR
  • Excellent communication, engagement and stakeholder management skills and a real team player
  • Self-starter and proven ability to deliver against milestones

Desirable Skills, Experience & Knowledge

  • Line management experience
  • International work experience
  • Experience within Third Sector

Behaviours valued in this role:

  • Tenacity to see a job through to completion
  • Respect for the views of others
  • Ambition to inspire high quality output
  • Tolerance for, and ability to handle, detail.
  • Honesty & integrity to build the trust of colleagues

Application Process

To apply for this role please submit a copy of your Curriculum Vitae (CV)

Huntress Search Ltd does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

CRM / CMS Digital Project Manager

CRM /CMS Digital Project Manager

(£30K to £40K depending on experience pro-rata, P/T)

Job Purpose

The Institute are embarking upon a digital transformation programme that will revolutionise how the organisation works and interacts with members and stakeholders and the role of CRM/CMS Digital Project Manager will be key to the successful delivery of this exciting project.

The post holder will be responsible for the successful implementation/configuration and delivery of the new CRM/CMS system and web portal

The CRM/CMS Digital Project Manager will work closely with all areas of the organisation to understand requirements and liaise with key stakeholders/suppliers and developers to deliver the organisation's digital goals.

Responsible to
Reporting to Program Manager

Key Responsibilities

  • To be an integral part of the CRM/CMS project implementation team ensuring that new functionality is fully maximised.
  • Responsible for contributing to overall CRM/CMS project objectives, specifically the identified business requirements and hence the functionality deliverables.
  • Analyse, process map and quality assure current/proposed future internal processes and external member journeys ensuring the processes are fully documented and tested
  • Support the configuration of the web portal, the new business processes and define and be responsible for user acceptance testing (UAT) of overall solution.
  • Deliver appropriate CRM/CMS reporting capability to enable the organisation to take a knowledge-led approach.
  • Document and cascade the new business processes/systems and ways of working to key internal stakeholders/staff members.
  • Work on data cleansing and consider data segmentation for both the website and new CRM/CMS to maximise reporting and communications.
  • Support the delivery team on data migration relating to membership activities.
  • Implement GDPR compliant processes.
  • As a super-user of the new systems, support roll-out of training to end users

Person Specification

Essential Skills, Experience & Knowledge

  • Minimum of 5 years' experience of managing business processes in a membership organisation
  • Proven design and implementation of good practice membership organisation business processes
  • Successful implementation and configuration of CRM/CMS technologies within a membership organisation as 'product owner' and 'super-user'
  • Working knowledge of DPA and GDPR
  • Excellent communication, engagement and stakeholder management skills and a real team player
  • Self-starter and proven ability to deliver against milestones

Desirable Skills, Experience & Knowledge

  • Line management experience
  • International work experience
  • Experience within Third Sector

Behaviours valued in this role:

  • Tenacity to see a job through to completion
  • Respect for the views of others
  • Ambition to inspire high quality output
  • Tolerance for, and ability to handle, detail.
  • Honesty & integrity to build the trust of colleagues

Application Process

To apply for this role please submit a copy of your Curriculum Vitae (CV)

Huntress Search Ltd does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

Senior Manager - Supporter Acquisition

  • £40000 - £43000 per annum

The role of the Senior Manager Supporter Acquisition is to develop, grow and manage the UK supporter recruitment programme, by recruiting supporters who yield the best lifetime value which includes lifetime and legacy gifts whilst developing and implementing effective welcome strategies for all new supporters within their first 12 months of giving to achieve/surpass our retention and income targets.

The role will manage a team (of circa 4 people) to acquire individual supporters, as part of the engagement strategy.

Main accountabilities of the post
1. Work with Head of Individual Giving to recruit, develop and manage a highly effective team to achieve stretch goals, managing team performance on an ongoing basis, rewarding success and acting on under-performance.
2. With the Head of Individual Giving, work to deliver the Individual Giving aspect of the engagement strategy with accountability for operationalizing the supporter acquisition (via direct marketing) strands.
3. Design and implement strategies for meeting supporter acquisition growth targets, and monitor and report on achievement. To take an entrepreneurial approach to developing new and innovative approaches when appropriate.
4. Implement and further develop the 5 -year plan to acquire supporters with best LTV (largely through direct marketing channels) at the target CPA.
5. Manage a budget to achieve the required ROI, year on year, taking remedial action as required.
6. Work with colleagues in other fundraising teams to ensure that supporters with best LTV are acquired in a joined- up way across DM, events and community channels.
7. Jointly accountable with the Senior Manager Supporter Development and Retention for the delivery of a quality inclusive and accessible supporter journey experience for
supporters and prospects, demonstrated through increased retention rates, lifetime value (LTV) and overall return on investment (ROI).
8. Work closely with the Insights team to ensure data analysis is at the heart of the team's work and a shared understanding of supporter audiences is nurtured and developed into clearly targeted and focused communications and fundraising approaches.
9. Ensure GDPR compliance across all direct marketing activity.
10. Manage relationships with agencies to achieve goals
11. Ensure that all activity helps to build the brand and is at all times brand compliant.
12. Monitor and evaluate all activity, seeking constant improvement.

Additional responsibilities
 Attend in-house and relevant external training courses, as agreed with line manager.
 Practise and comply with all current policies and procedures.
 Ensure GDPR compliance across all direct marketing activity.
 Ensure that all activity helps to build the brand and is at all times brand compliant.
 Engage actively with our volunteers as appropriate and within the scope of the post.
 Promote and embed Equality Diversity and Inclusion (EDI) in all work and ensure community engagement information is communicated in plain English and meets accessibility requirements.
 Undertake any reasonable tasks from time to time at the line manager's request, as may be deemed appropriate within the scope of the post.

Communications
The post holder will use high level interpersonal and communication skills on a regular basis to influence decision making by others, this will include colleagues across the organisation, partners, supporters and potential supporters.
The post holder will work with Senior Staff, internal and external stakeholders, including the charity's partners.
Work with the Director, Heads of Department and managers to establish an engagement function that others across the organisation want to work with and receive professional assistance from.
Work context
1. The post operates within a busy department in a fast -moving Charity where effective matrix management and teamwork across divisions is pivotal. Primarily office based in London but given the nature of this role, the job holder may be required to travel within the UK on a regular basis.
2. Working remote from Head Office and managing a geographically dispersed team.
3. Setting and working to challenging targets with conflicting demands requiring prioritisation.
4. Managing a diverse team of professionals through a period of change.

Huntress Search Ltd does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

Member Events Officer

  • £25000 - £28000

Job Seniority: Administrator

Job Function: Communications/Marketing

Job Title:  Membership – Conferences and Events Officer

Fixed term contract until 31 December 2018

Salary– £25,000-£28,000 pro-rata (dependent on experience)

Hours: 35 per week full time – 9.30 AM – 5.30 PM with one-hour lunch break

Reporting to: Conferences and Events Manager

Main duties of the post:

The main responsibility of this role is to support the delivery of a prestigious annual conference in September. You will also support the organisation and delivery of shorter events and meetings taking place at the Society’s headquarters in London, including keynote lectures and those events organised by our special interest sections. You’ll need to be experienced in event organisation, able to prioritise tasks and think on your feet. In short, doing everything needed to produce high quality and successful events. The role will require work away from London for the annual conference and will require event attendance in the evenings in London.

Conference delivery and management

·         Working with the Conferences and Events Manager to help promote and market the annual conference

·         Be responsible for the organisation of the attendee registration process, including communicating with attendees, ensuring the online registration pages are updated and that financial processes are followed.

·         Be responsible for organising and managing the evening social events at conference

·         Support the Conferences and Events Manager with other tasks relating to the conference organisation (including speaker coordination, exhibitor registration, venue liaison).

·         Be responsible for the administration of the grant application process

·         During the conference week, run the Registration Desk, managing a team of volunteers

·         During the conference week, support the Conferences and Events Manager with the logistical delivery of the conference

·         Contribute to the conference evaluation process

Other events delivery management:

·         Maintain and update the events software system

·         Manage the online registration process, including attendee communication and financial processing

·         Update event websites and assist with promoting events

·         Produce any material required for attendees

·         Liaise with event organisers in advance of the event and assist with on-site event delivery as required in conjunction with the venue team

·         Attend and cover evening events when required to ensure smooth running

Job specific competencies

·         Event administration experience

·         Excellent project management and organisation skills

·         Experience of working with a database

·         The ability to interact with a wide range of people

·         Flexible and adaptable, self-motivated, with good attention to detail

·         The ability to stay calm and work well under pressure

·         Positive and enthusiastic with a commitment to delivering high quality service

·         Ability to undertake travel within the UK

·         Willing to work outside core hours on an occasional basis

Pension: Defined contribution scheme which can be joined after three months in post.  Your contributions of up to 8% of salary will be double matched by the Society (making a maximum contribution by the Society of 16%)

Holidays: 25 days per annum, plus bank holidays and an additional close down between Christmas and the New Year period.

Other benefits: season ticket loan.

To apply please carefully read the detailed job profile and job specific competencies and then submit your CV

Interviews will take place on Wednesday 28 March.

 

Senior Manager - Supporter Retention

  • £40000 - £43000 per annum

Job title: Senior Manager - Supporter Retention & Development

Reports to: Head of Individual Giving

Location: London - 9month FTC

Job purpose

The role of the Senior Manager Supporter Retention & Development is to develop, grow and manage the supporter retention and development programme, by retaining and growing our supporters who yield the best lifetime value which includes lifetime and legacy gifts whilst developing and implementing effective retention strategies and supporter contact activities across cash giving, in-memoriam, committed regular giving, weekly lottery and raffle.

To manage a team (of circa 5 people) to maximise supporter value, as part of the engagement strategy.

To achieve/surpass fundraising and marketing targets.

Main accountabilities of the post

1. Work with Head of Individual Giving to recruit, develop and manage a highly effective team to achieve stretch goals, managing team performance on an ongoing basis, rewarding success and acting on under performance.

2. With the Head of Individual Giving, work to deliver the Individual Giving aspect of the engagement strategy with accountability for operationalising the supporter retention (via supporter journey) strand.

3. Implement and further develop the 5 -year plan to retain and develop supporters (largely through direct marketing channels and via supporter journeys) in order to maximise their value.

4. Manage a budget to achieve the required ROI, year on year, taking remedial action as required.

5. Work with colleagues in other fundraising teams to ensure that supporters are retained and developed in a joined- up way across DM, events and community channels.

6. Jointly accountable with the Senior Manager Supporter Acquisition for the delivery of a quality inclusive and accessible supporter journey experience for supporters and prospects, demonstrated through increased retention rates, lifetime value (LTV) and overall return on investment (ROI).

7. Work closely with the Senior Manager Legacies to ensure seamless and effective uncovering of pledgers and pledger journeys

8. Ensure GDPR compliance across all direct marketing activity.

9. Work closely with the Insights team to ensure data analysis is at the heart of the team's work and a shared understanding of supporter audiences is nurtured and developed into clearly targeted and focussed communications and fundraising approaches.

10. Manage relationships with agencies to achieve goals

11. Ensure that all activity helps to build the brand and is at all times brand compliant.

12. Monitor and evaluate all activity, seeking constant improvement.

Additional responsibilities

· Attend in-house and relevant external training courses, as agreed with line manager.

· Practise and comply with all Blind Veterans UK current policies and procedures.

· Ensure GDPR compliance across all direct marketing activity.

· Ensure that all activity helps to build the brand and is at all times brand compliant.

· Engage actively with our volunteers as appropriate and within the scope of the post.

· Promote and embed Equality Diversity and Inclusion (EDI) in all work and ensure community engagement information is communicated in plain English and meets accessibility requirements.

· Undertake any reasonable tasks from time to time at the line manager's request, as may be deemed appropriate within the scope of the post.

Huntress Search Ltd does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

Membership Coordinator

Membership Coordinator

We have an exciting opportunity to launch your career in Membership. As Membership Coordinator for a leading, national Membership Body, you will support the team in delivering the membership targets as well as to providing excellent customer service to both members and the general public.

What will my responsibilities be?

  • Via telephone - first line telephone for incoming calls and covering a range of topics relating to their membership. To assist in directing members to other personnel where appropriate.
  • To assist in the members renewal process e.g. taking payments or processing refunds
  • Via email - Assist in answering customer enquiries regarding all aspects of membership which are to be processed and answered within 24hrs of receiving.
  • Via CRM - assist in answering all queries received and regularly perform database housekeeping such as fixing small errors that may appear on CRM e.g. Duplicated subscriptions/account merging.
  • To recommend ideas for improvement and highlight any problems
  • To maintain and update the CRM e.g. membership records and marketing data
  • To alert IT of any website/CRM process issues via helpdesk.
  • Maintain knowledge of key products and services
  • Liaising with affiliate representatives to obtain required information for necessary to process loss of earnings claims.
  • Logging of all incoming calls to assist marketing department in identifying trends.
  • To regularly review processes to see if they can be improved or made more efficient for both customers & staff.
  • Attending membership events to promote membership
  • To advise members of the benefits of continuing membership.
  • Help to maintain retention rate by promoting the Exit package where possible.
  • Upgrade - to actively upgrade all members whenever they are in communication.

What do I need to be successful in this post?

Experience:

Working with Microsoft Dynamics CRM systems

Knowledge of online payment processes

Working within a team

Working within a customer service environment

Special Requirements:

Previous experience in an office environment

Excellent standard of written and spoken English

Previous experience working for a membership organisation

Person Specification:

Excellent telephone manner

The ability to work within a team

Confident communicator

Numerate and literate

Cheerful and positive disposition

The ability to work well under pressure and to deadlines

Want to deliver high standards of customer service

If you are looking for an opportunity to build upon your existing customer service experience, please apply today!

Huntress Search Ltd does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

Member Events Officer

  • £25000 - £28000 per annum

Member Events Officer

Fixed term contract until 31 December 2018

Salary- £25,000-£28,000 pro-rata (dependent on experience)

Hours: 35 per week full time - 9.30 AM - 5.30 PM with one-hour lunch break

Reporting to: Conferences and Events Manager

Main duties of the post:

The main responsibility of this role is to support the delivery of a prestigious annual conference in September. You will also support the organisation and delivery of shorter events and meetings taking place at the Society's headquarters in London, including keynote lectures and those events organised by our special interest sections. You'll need to be experienced in event organisation, able to prioritise tasks and think on your feet. In short, doing everything needed to produce high quality and successful events. The role will require work away from London for the annual conference and will require event attendance in the evenings in London.

Conference delivery and management

  • Working with the Conferences and Events Manager to help promote and market the annual conference
  • Be responsible for the organisation of the attendee registration process, including communicating with attendees, ensuring the online registration pages are updated and that financial processes are followed.
  • Be responsible for organising and managing the evening social events at conference
  • Support the Conferences and Events Manager with other tasks relating to the conference organisation (including speaker coordination, exhibitor registration, venue liaison).
  • Be responsible for the administration of the grant application process
  • During the conference week, run the Registration Desk, managing a team of volunteers
  • During the conference week, support the Conferences and Events Manager with the logistical delivery of the conference
  • Contribute to the conference evaluation process

Other events delivery management:

  • Maintain and update the events software system
  • Manage the online registration process, including attendee communication and financial processing
  • Update event websites and assist with promoting events
  • Produce any material required for attendees
  • Liaise with event organisers in advance of the event and assist with on-site event delivery as required in conjunction with the venue team
  • Attend and cover evening events when required to ensure smooth running

Job specific competencies

  • Event administration experience
  • Excellent project management and organisation skills
  • Experience of working with a database
  • The ability to interact with a wide range of people
  • Flexible and adaptable, self-motivated, with good attention to detail
  • The ability to stay calm and work well under pressure
  • Positive and enthusiastic with a commitment to delivering high quality service
  • Ability to undertake travel within the UK
  • Willing to work outside core hours on an occasional basis

Pension: Defined contribution scheme which can be joined after three months in post. Your contributions of up to 8% of salary will be double matched by the Society (making a maximum contribution by the Society of 16%)

Holidays: 25 days per annum, plus bank holidays and an additional close down between Christmas and the New Year period.

Other benefits: season ticket loan.

To apply please carefully read the detailed job profile and job specific competencies and then submit your CV

Interviews will take place on Wednesday 28 March.

Huntress Search Ltd does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

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