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Senior Manager - Supporter Acquisition

FRL Supporter_1525094194
£40000 - £43000 per annum

Managing this Role

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Francesca Lord

Business Manager 0207 759 7929

Francesca has more than 15 years' experience working within recruitment and has spent the last 10 building a successful London-based business focussing on third sector, NFP and membership. A keen interest in politics and public policy at degree level has allowed Francesca to build an extensive network of membership, engagement and policy professionals which led to the creation of Hunter Merrifield. Francesca leads a team of dedicated, candidate and client focussed individuals who are passionate about delivering an exceptional service to their contacts whilst helping membership and policy professionals develop their careers and skills. Hoping to make a difference and deliver a unique and highly effective recruitment service.

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.


This job has now been filled but you may be interested in:

 

Head of Customer Experience

Our client is a forward thinking, responsive and fast acting membership organisation based in the heart of the City. We are working to find them their new Head of Customer Experience. This is a Senior Management role which will champion the delivery of exceptional customer experience to all customers, whilst managing a team to ensure they meet deliverables, delight the customers / members and deliver on strategic goals.

What does your new role look like?

In this new role, you will be instrumental in supporting the CEO with the delivery of the customer experience to drive increased sales, loyalty and advocacy of the brand. A deep understanding of the brand, values, customers and their behaviours is key to this role, as is role modelling a customer centric approach to everything you do.

You will develop and grow the provision of a proactive and responsive service to members, exam candidates and the wider community of professionals in the industry, worldwide. With support from the Customer Services team, this role is the main point of contact for our members, our candidates and our course delegates both by distance learning and face to face. Account management and marketing communications are encompassed by this role.

What will you be responsible for?

You will take the lead on strategic development and delivery of customer experience services including;

· Member services and renewals

· Section support services

· Exam candidate services

· Training delegate support

· On-site and distance learning delivery support

· Key account support for corporates, educational institutions and other organisations

· Social media communications delivery and support.

What knowledge and skills are essential to help you do this role?

· Experience in leading, managing and mentoring people, comfortable leading teams and operating at a senior level, representing the function across the organisation.

· Experience in delivering customer projects and an understanding of the benefits a customer experience function drives within an organisation.

· A true customer ambassador with the ability to develop a strong understanding of brand and customer journey.

· Ability to track and analyse customer data and distil this into a format that the business can interpret and use for better decision making

You will :

· Have the ability to work on own initiative

· Be a planner & organiser

· Be able to successfully manage multiple initiatives and tight timelines

· To be a team worker

· Excellent communicator

· Ability to work well with people from diverse backgrounds

· Ability to influence & persuade

· Self-reliant and resilient

Behaviours valued in this role:

· Courage to take the right course of action

· Passion to see a job through to completion

· Respect for the views of others

· Ambition to inspire high quality output

· Honesty & integrity to build the trust of colleagues

This is a wonderful role with so much potential to develop professionally whilst shaping the future of a fun and exciting Institute with a global reach. If you want to effect change, are a fantastic leader and enjoy a challenge, this role is for you!

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.