DEPARTMENT:Fundraising
JOB TITLE:Supporter Development Manager
LAST UPDATED:August 2016
Part 1: JOB PROFILE
- MAIN PURPOSE OF JOB
To lead and manage the direct marketing programme of donor retention activities in order to grow sustainable income for Samaritans and maximise the long-term return on investment from individual supporters.
To identify areas for improvement and growth, implementing strategic and tactical plans in order to maximise opportunities.
To develop and implement tactical activities across communication channels, monitoring and reporting on results and trends.
To be responsible for the donor development income and expenditure budget, ensuring that the KPIs are achieved and the ROI is maximised across the programme.
To manage key internal and external supplier relationships.
To lead and develop the Supporter Development team.
- POSITION IN ORGANISATION
Report into: Head of Individual Giving
Line manages: Direct Marketing Officer
Works within the team of: Individual Giving
Liaises with: Supporter Acquisition Manager, Direct Marketing Officers, CRM Team, Supporter Care Team, Communications, Fundraising and all other internal departments, teams and individuals where necessary. Agencies and 3rd party suppliers. Samaritans network of 201 branches and volunteers.
- SCOPE OF JOB
Develop and deliver the direct marketing activities as outlined in the annual plans.
Strategically planall donordevelopment activity across communication channels.
Responsible for the donor development income and expenditure budgets, including monthly reconciliation, reforecasting and financial reporting.
Work with Head of IG and CRM Manager to enhance reporting capabilitiesand produce analysis in order to inform activity and to ultimately increase income generation.
Manage agency and supplier relationships, maximising quality of service and value.
Investigate growth areas and produce business cases for investment as necessary.
Ensure joined-up working across Individual Giving team.
- DIMENSIONS AND LIMITS OF AUTHORITY
Responsible for donor development income target of c£3.5m (excluding legacy income) and expenditure of c. £500k.
Responsible for the planning, production and delivery of the donor development strategy.
Responsible for meeting financial targets and other key performance indicators set against supporter activity.
Accountable for operating against agreed schedules and processes, liaising with internal and external stakeholders and suppliers.
Acts on behalf of the Head of Individual Giving as delegated in their absence.
- QUALIFICATIONS
Degree level or equivalent essential.
DMA/IDM/CIM Diploma or equivalent Marketing qualification desirable.
- SKILLS, KNOWLEDGE AND EXPERIENCE
Experience and management of supporter development programmes, across cash, raffle and regular giving campaigns.
Detailed knowledge of current fundraising regulations and best practice.
Experience of writing effective direct marketing strategies and annual activity plans.
In-depth knowledge of appropriate direct marketing processes and strategies
Experience of budget management, monitoring and producing reforecasts.
Ability to analyse, interpret results and make recommendations of supporter development campaigns.
Knowledge of working with Excel spreadsheets and CRM database to analyse data.
Experience of managing 3rd party suppliers and agencies, following procurement processes and negotiating contracts.
Line management experience.
Proven project management skills.
Experience of legacy marketingdesirable.
Experience of digital marketing desirable.
- PERSONAL ATTRIBUTES
Highly effective organisational skills with ability to prioritise own workload, working to deadlines
Ability to communicate clearly to a range of people at different levels across the organisation
Assertiveness and confidence in dealing with external suppliers
Ability to liaise effectively and professionally with all levels of staff, external contacts and volunteers
Ability to adopt a proactive approach, using personal initiative and confidence
Excellent copywriting and proof-reading skillswith excellent attention to detail
Part 2:DUTIES & KEY RESPONSIBILITIES
Strategic planning and implemention of supporter development activity40%
Works with Supporter Acquisition Manager, Head of IG and external agencies to lead on the delivery and development of donor journey project.
Works with Head of IG to feed into long term strategic planning of the supporter development programme as a whole.
Works with Supporter Acquisition Manager to review plans, budgets and KPIs, ensuring joined up working across areas.
Develops and maintains an awareness of new direct marketing and fundraising initiatives, and analyses their potential for Samaritans, producing business cases for investment, if necessary.
Uses CRM system to inform planning and decision making, and to identify opportunities.
Direct marketing project management 40%
Oversees all aspects of the delivery of warm supporter communications from planning to results analysis, ensuring activity is on schedule and that income andexpenditure targets are met.
Liaises with other internal teams and stakeholders in order to secure meaningful case for support content.
Maintains an awareness of all Samaritans service initiatives and communications guidelines set, to identify relevant appeal themes and ensure communications are consistent and accurate.
Contributes to the effective flow of information between Fundraising teams, identifying opportunities for cross-selling and shared activities.
Ensures that all direct marketing activity is compliant with external fundraising regulations and Samaritans’ guidelines, keeping up to date with developments of Fundraising Preference Services and GDPR.
Develops re-permissioning plan and implements activities in line with requirements.
Undertakes copywriting and proof reading as needed.
Ensures that campaigns are monitored through weekly reports, campaign reviews, ad-hoc analysis etc.
Management reporting on activity on a monthly basis to monitor progress against budget.
Agency and supplier management 15%
Ongoing management of external suppliers and marketing agencies to ensure activity takes place on schedule and within budget.
Monitors and reviews the performance of external agencies and suppliers.
Involvement in the selection, briefing and appointment of alternative suppliers and agencies.
Follows organisational procurement and contract policies.
Integration of Fundraising and Communicationsactivities 5%
Ensuresthat all online and offline channels are utilised to promote opportunities to donate as appropriate.
Works effectively with the Digital, Marketing & Brand, Press & PR, and External Affairs team across activities, adhering to internal guidelines.
GENERAL DUTIES OF A SAMARITANS’ STAFF MEMBER
Contribute to the effective and efficient running of the Samaritans Central Office as appropriate.
Participate, as appropriate, in staff forums and meetings.
Attend organisational events, meetings & conferences where necessary.
Adhere to Samaritans’ policies and procedures.
Represent the Central Office appropriately across the organisation and Samaritans to the wider communityas appropriate.
Treat all colleagues, volunteers and members of the public with dignity, and work within and adhere to
Samaritans’ equal opportunities statement and polices.
Carry out any reasonable requests made that are within the broad remit of the role.
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