Job Description

Head of Supporter Experience

Responsible to:Director of Supporter Engagement

Accountable to:Director of Supporter Engagement

Sense Payscale:50-56

Description of Role

Accountable for ensuring all supporters for Sense and Sense International receive an exemplary level of care and attention, inspiring and motivating them to continue connecting and contributing to our work,making a real impact to the lives of people living with sensory impairments.

Specific Responsibilities

1.Strategy Development & Implementation

1.1Contribute to the development and implementation of the Supporter Engagement Strategy, inspiring supporters to actively participate in helping improve the lives of people living with complex sensory needs

1.2Contribute to the development of the Sense brand by ensuring consistent delivery of high quality supporter care that strengthens levels of trust and awareness with supporters

1.3Contribute to the development of products and services that help Sense access new and existing forms of income

1.4Review and interpret research and data to make evidence-based decisions that improve supporter engagement activities

1.5Manage the Supporter Experience Team budget ensuring income and expenditure budgets and forecasts are achieved with any critical variances being reported promptly

1.6Produce regular reports on progress with delivery of key performance indicators for the Director of Supporter Engagement, CEO, Executive Team, Trustees and other stakeholders as required

2Supporter Care

2.1Ensure the efficient processing of all donations specifically from individuals, major donors, challenge event participants, community sources, trusts and foundations, statutory sources and corporate sources

2.2Contribute to the development of high quality, innovative on- and off-line supporter engagement and marketing materials, ensuring content is accessible and delivered effectively

2.3Commission, produce and interpret supporter engagement and marketing research to make evidence-based decisions that improve supporter engagement activities

2.4Ensure all supporter engagement activities are fully compliant with data protection and fundraising regulations

2.5Using insights and analysis, make recommendations to the Director of Supporter Engagement, to improve the efficiency and performance of supporter engagement activities

2.6Ensure all suppliers engaged in the delivery of supporter care related activities (eg: fulfilment agencies) maintain agreed service levels, processing supporter data accurately and efficiently

3Database Development

3.1Ensure the efficient processing of all donations specifically from individuals, major donors, challenge event participants and community sources

3.2Ensure all supporter data is managed in accordance with what supporters expect and in complete compliance with Sense’s Data Protection Policy and existing legislation

3.3Develop and maintain processes and procedures to integrate Sense’s supporter data sources, strengthening the ability to deliver a unified supporter engagement experience

3.4Identify and implement new software and hardware to improve the capabilities of the database in delivering information for marketing and analytical purposes

3.5Ensure new and existing Supporter Experience staff are trained in the best use of the supporter database

4Leadership & Team Working

4.1Provide effective and motivating leadership and line management to the Supporter Experience Team, ensuring staff have clear objectives and well-defined personal development plans

4.2As part of the Fundraising Management Team, work with peers to provide inspirational leadership to the broader Supporter Engagement Directorate

4.3Collaborate with colleagues in other teams (eg: in Communications, Policy, Tradingor Volunteers) to deliver fully integrated supporter engagement activities

4.4There is a requirement to travel and work unsociable hours at events with occasional overnight stays in the UK

4.5Carry out any other reasonable duty as may be required

Person Specification

Head of Supporter Experience

The essential criteria are those things which you must have in order to do the job. Desirable criteria are those qualities that would be either useful, or an advantage to have and/or are things that you could be trained to do.

Achievements, Experience, Skills & Abilities

Essential Criteria

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Desirable Criteria

Substantial experience managing relational database systems or managing supporter services activities in a marketing or fundraising environment
Experience of using Raisers’ Edge or similar marketing/fundraising databases
Experience of leading, managing and motivating teams to improve performance including setting and monitoring performance objectives and holding teams to account / Substantial experience of performance management and line management
Demonstrable understanding of the Gift Aid scheme, financial and fundraising guidelines/laws and the implications for database management
Analytical Skills including evidence of strong data analysis and strategic planning; performance indicator tracking; finance and budget management / Ability to use Excel for advance levels of data analysis
Communication Skills including evidence of excellent report writing and presentation abilities; innovation and lateral thinking; negotiation and persuasion / Experience of working with issues of health and/or disability
Technical Skills including evidence of recent and relevant understanding of the UK fundraising market; recent developments with UK data compliance; crisis management; supplier management
Collaboration skills including evidence of staff management and motivation; facilitation of meetings; relationship building and networking / Coaching or mentoring experience; recognising performance
Ability to effectively plan and prioritise a complex and varied workload and provide an efficient service to internal customers / Change Management Skills including evidence of encouraging new ways of working; setting goals and targets and monitoring progress
Ability to evidence the behaviours outlined in Sense’s ‘I’ statements. See
A willingness to travel in the UK on a regular basis and to attend events during evenings and weekends
Education and Training

Essential Criteria

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Desirable Criteria

Member of the Institute of Fundraising
Post-graduate qualification in fundraising, marketing or management/leadership
Trained in presentation skills and/or public speaking
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