1. JOB DETAILS
Job Title: Database Manager
Hours: 37.5 hours per week
Unit/Department: Supporter Care Team
Reports to: Head of Supporter Development
Salary: Band 5 £19,258 to £27,626
Tenure: Permanent
2. JOB PURPOSE
To manage the Donorflex database function to maximise potential income for the hospice and to ensure the highest possible standard of supporter care.
To be a resource to all Donorflex users and to provide ongoing training and support.
To manage the Supporter Care team (formerly Database team) which consists of two part-time members of staff.
To assist with the planning and development of direct marketing campaigns that recruit new supporters, and campaigns that retain, upgrade, cross-sell and reactivate Rowcroft supporters.
To manage the hospice’s Gift Aid strategy to maximise tax efficient giving.
To assist with the development of donor/supporter journeys which retain informed, loyal supporters.
To benchmark performance of hospice campaigns, appeals, legacy income and fundraising activities.
3. DIMENSIONS
The Supporter Care Team is part of the wider Fundraising and Supporter Development team. The Fundraising team has been tasked with achieving 138% growth in fundraising income between 2012 and 2017.
The Database Manager has line management and budgetary responsibilities for the Supporter Care team.
The Supporter Care team manages the donor database of 32,000 current and lapsed donors. The team works closely with the Fundraising and Supporter Development team to manage supporter communications, appeals, reactivation and upgrades.
Currently few donors give more than once and there is huge potential for regular giving and other initiatives to gain repeat support.
The team is in the process of adapting a more supporter-centric focus, which we believe is essential if we are to strengthen performance and protect future income. This includes integrating the Rowcroft Lottery financial information to give a complete supporter profile.
4. PRIMARY DUTIES AND RESPONSIBILITIES
1. To manage the Donorflex database function to ensure the integrity of its data by implementing regular weekly audits and data checks.
2. To develop a detailed understanding of the full range of supporter contact, biographical and financial information stored on Donorflex.
3. To promote policies, procedures and best practices in the gathering and capture of supporter information and ensuring that these principles are closely adhered to across departments where staff are involved in data entry/capture using Donorflex
4. Communicate with departments and Donorflex users the importance of maintaining the accuracy and integrity of supporter information and any new work processes (new modules/upgrades) related to this.
5. Take measures to maximise the completeness of each donor record, particularly working to ensure that this information is captured on Donorflex and not stored in areas of the hospice where the data cannot be recognised or retrieved.
6. Where data quality standards are not being met, take corrective action as appropriate. This may require further training for database users and monitoring of individual users for quality control.
7. To work with the Supporter Development team to develop appropriate and responsive donor journeys.
8. Work closely with other teams by providing information to support requests; manipulating and retrieving specific data and producing reports.
9. Undertake regular research and analysis to locate trends within the database and ensure accurate segmentation of the database.
10. Prepare data for hospice mailings, including lottery and retail data, and regularly update the mailing plan.
11. To ensure all donations, and fundraising activities are tax efficient and realise maximum capture of all Gift Aid including completion of on-line Gift Aid claims.
12. Develop and manage regular data cleaning, de-duplicating and validation routines to ensure the veracity and integrity of the database
13. Support existing reports and queries. Design, test and implement periodic and ad-hoc database reports and queries using Crystal Reports and MS-Excel.
14. Manage the Supporter Care team providing on-going training and support; conducting regular one-to-ones and yearly personal development reviews.
15. Initially train and support any new and all existing Donorflex users providing user guides and protocols ensuring established best user practices are maintained. Assess on-going staff training requirements and provide further training opportunities for Donorflex upgrades.
16. Raise awareness of the uses and potential of Donorflex with other hospice staff as part of new staff induction.
17. Ensure the financial veracity of Donorflex in conjunction with Rowcroft’s financial accounting application (ACCPAC). Manage the accurate reconciliation of daily, monthly and yearly banking, including all bank statement regular-giving entries (Donorflex and AccPac).
18. To work with the Head of Supporter Development to develop a high quality programme of supporter communications including pre-populated in memoriam appeal letters.
19. To work in accordance with the Fundraising Standards Board, Chartered Institute of Marketing, Institute of Fundraising and the Data Protection Act, at all times.
20. To undertake any other duties as directed by the Head of Supporter Development or Associate Director of Fundraising.
10. PERSON SPECIFICATION
Qualifications, special training and general intelligence / · Educated to A level standard or equivalent
· Experience of working with relational databases / · IT Diploma/qualification in database management or equivalent
Knowledge and skills / · Comprehensive knowledge of database/CRM systems.
· Advanced knowledge of MS Excel and MS Access
· Excellent level of accuracy and attention to detail.
· Strong administrative skills
· Knowledge of data protection regulations
· Ability to think logically and analytically and to provide solutions
· Ability to train database users / · Knowledge of Donorflex
· Knowledge of relevant legislation and codes of practice including Institute of Fundraising, HMRC Gift Aid guidelines and direct marketing regulations
Experience / · Experience of database management including the ability to understand complex data structures and ensure they are configured correctly
· Proven ability to analyse and interpret complex data and to draw conclusions/make clear recommendations based on evidence / · Marketing/ direct marketing experience within the third sector
· Experience of managing a team
· Experience of customer/supporter care and/or customer relationship programmes
Personal requirements e.g. communication, interpersonal / · Ability to form and develop good working relationships with staff and supporters.
· A proactive approach to carrying out tasks.
· A high degree of tact and diplomacy
· Flexible and able to prioritise workload to achieve deadlines.
· Ability to work within a team.
· Creative and imaginative in approach to ideas and opportunities.
Other requirements, e.g.
Rotas