JOB DESCRIPTION

June 2017

Job title:Supporter Experience ManagerDepartment: Fundraising

Team:Supporter ExperienceJob holder:Vacant

Managed by:Head of Supporter Engagement

Aim

  • We want to inspire all our supporters to help us end homelessness by focusing on the quality of the relationship we have with supporters; ensuring we are proud of everything we do and say in front of them as part of our ‘Supporter in the Room’ ethos, creating ‘moments of joy’ to inspire them, and planning supporter journeys across different engagement areas like campaigning, volunteering, fundraising and donating. If we can improve the supporter experience, we will increase supporter satisfaction and loyalty.

Dimension

  • Budget: circa £350kexpenditure and £900k income in 17/18
  • Line Management ofResearch & Legacy Executive, Supporter Experience Executives x2and Supporter Experience Co-ordinator
  • Work closely with the Marketing team and the Supporter Engagement group to provide high level stewardship for Crisis’ most engaged supporters
  • Support teams across Crisis by sharing best practice, expertise and knowledge on how to provideexcellent stewardship and supporter experience for their audiences

Circumstances

35 hours per week

  • Based in London

Salary

  • £43,500 per annum

Organisational chart

Principle Accountabilities

  • Develop and implement strategies for hybrid-stewardship, identifying a tiered structure for 1:1 stewardship of Crisis’ most engaged supporters and creating ‘moments of joy’ to inspire and enhance supporter experience
  • Manage Crisis’ legacy fundraising programme to grow legacy income through legacy direct marketing, digital recruitment, national Will writing networks and the stewardship of legacy pledgers and intenders
  • Manage Crisis’ ‘most-engaged’ programme to bring more supporters up to Philanthropist level and to increase the average gift and engagement score of the ‘most engaged’ donors
  • Conduct in-depth cohort analysis and stewardship evaluation; making recommendations for stewardship allocation; putting test and learn plans in place and evaluating results
  • Develop supporter journeys, products and content to increase loyalty, retention, engagement and income of Crisis’ most engaged supporters who donate, fundraise, volunteer, campaign, shop, or pledge a legacy; create opportunities for these supporters to engage and support Crisis in different ways
  • Review, develop and finesse the Supporter in the Room programme and ensure KPIs are met for loyalty, supporter satisfaction and engagement score metrics
  • Identify and implement supporter feedback mechanisms, measuring loyalty and monitoring KPIs; conduct annual loyalty surveys and set up 'touch point' feedback mechanisms with a planned strategy to gain supporter insight and bench mark against other charities
  • Work with the Marketing team and the Supporter Engagement group to build the Engagement Score Model to factor in qualitative insight and work out a plan to plug the gap by soliciting specific feedback from supporters
  • Recruit and develop a supporter panel to gain insight when developing appeals and engagement communications to ensure the supporter is being consulted early on
  • Develop, test and implement plans to inspire supporters to give their consent to opt in to future communications by mail, email, phone and sms text; test consent statements/options across supporter groups and ensure compliance with GDPR (General Data Protection Regulation)
  • Work with internal teams to ensure systems are in place for supporters to be able to manage their marketing preferences online and offline.
  • Hold quarterly meetings to update audience managers on supporter feedback, analysis and 'supporter in the room'
  • Line manage two Supporter Experience Executives, the Research & Legacy Executive and the Supporter Experience Co-ordinator
  • Manage and monitor the Supporter Experience budget and forecast income and expenditure for the year ahead as part of the planning round
  • Work closely with the Marketing team to ensure that supporter journeys are aligned with strategic marketing objectives, and that supporter insight contributes to marketing activity.

Additional Accountabilities

  • Contribute to the integration of supporter journeys across Crisis by working closely with the Supporter Engagement group and supporting Marketing, Volunteering, Campaigning, Fundraising, Innovation & Enterprise teams to deliver on the strategy to increase supporter engagement
  • Maintain links with other supporter development managers within the sector and to stay current with latest developments and regulations relating to direct marketing and donor development activities

General

  • Actively encourage and support member involvement within Crisis
  • Develop and maintain an understanding of Crisis’ work and the needs and circumstances of homeless people
  • Comply with Crisis policies and procedures, including Health and Safety policies, for which all employees owe a duty of care both to themselves and others, in accordance with the Health and Safety at Work Act
  • Carry out duties that may reasonably be required in the light of the main purpose of the job.
  • Respect and meet professional standards published by the Fundraising Regulator

Person Specification

Essential

  1. Extensive experience of managing successful high value stewardship and mid-value fundraising programmes
  2. Extensive experience of legacy fundraising and developing legacy fundraising strategies
  3. Detailed knowledge of customer loyalty programmes, relationship marketing techniques and strategies
  4. Experience of line management
  5. Detailed knowledge of print production and mailing techniques
  6. Knowledge and experience of online direct marketing techniques
  7. Good knowledge and experience of direct marketing
  8. Experience of using Raisers Edge or a similar relational database
  9. Knowledge of relevant legislation and regulation affecting fundraising and direct marketing
  10. Experience of managing external marketing and creative agencies, printers and mailing houses
  11. Excellent written and verbal communication skills
  12. Analytical skills, excellent attention to detail and familiarity of handling numerical data
  13. Ability to work under pressure and to tight deadlines and if needed, outside office hours
  14. Commitment to Crisis’ purpose and values including equality and social inclusion

Desirable

  1. Membership of a professional marketing or fundraising body eg IDM, CIM, IoF

We encourage applications from all sections of the community particularly those with personal or previous experience of homelessness.