JOB DESCRIPTION. Salary Band: circa 40k. 35 hours per week. Full time, permanent. Job Purpose

Transcription

1 JOB DESCRIPTION Job Title: Department: Donor Retention Manager Fundraising Salary Band: circa 40k Hours: Tenure: Reporting to: Direct Reports: Location: 35 hours per week Full time, permanent Individual Giving Manager Supporter Engagement Officer Head Office Job Purpose The Donor Retention Manager is a key post within the fundraising team. The post holder will be responsible for delivering a strategy that inspires supporters and drives loyalty. The role has a keen focus on delivering supporter journeys that both delight donors and maximise lifetime value. Main Duties The main duties are as follows: Develop, monitor and manage the Individual Giving Retention budget in line with objectives and KPIs, reporting to the Individual Giving Manager on income and expenditure and highlight variances in a timely manner and in line with budget timescales. Monitor monthly income and expenditure across the Retention programme, making sure information is accurate and reconciled where necessary. Update Retention reports using key metrics and KPIs as agreed with the Individual Giving Manager. Develop and implement an In Memory fundraising product. Develop supporter journeys that build the donor s understanding of our work and inspire them to remain loyal and increase their value. Produce regular reports, draw conclusions and make recommendations to improve future activity and feed into longer term strategic plans.

2 Communications planning and implementation (including briefing and directing agencies where appropriate) across a range of channels. Build a solid understanding of our donors using data and research to build insight, define different segments and tailor communications accordingly. Ensure that good stewardship and donor delight are at the forefront of everything that we do from the first interaction with the donor onwards by working closely with the Donor Acquisition Manager to deliver a robust welcome and recognition plan. Oversee the Supporter Care function and agree appropriate protocols and service level agreements relating to core activity such as thanking, banking donations and responding to donor enquiries. Provide management and guidance to the Supporter Care Officer in order to ensure that all Supporter Care KPIs and objectives are achieved and that the Supporter Care Officer has a clear personal development plan. Benchmark the Retention programme against industry benchmarks for loyalty and lifetime value. Proactively ensure all materials produced are accurate and compliant with relevant data protection and gift aid legislation. Undertake all activities in line with best practice standards and processes as set out by the Institute of Fundraising and industry regulatory bodies. Keep abreast of all developments in Individual Giving legislation and regulatory control. Other Duties Work collaboratively with the appropriate colleagues in the organisation such as digital and marketing, media and PR, Services, IT, finance and campaigns. Keep up to date with sector trends and market developments. Our fundraising with individuals will be based around the following supporter principles: Independent Age will provide its supporters with clear, honest information on the work of the charity and will report openly on its activities. We will manage donors' information responsibly and respect donor privacy and preferences. We will comply with the Charity Commission, UK and EU law in every respect. We will protect the interests of donors or potential donors who may be vulnerable, though we will respect the right of individuals with capacity to make decisions about their charitable giving. We will respond promptly to complaints and do our best to address their causes. Job descriptions cannot be exhaustive and so the post-holder may be required to undertake other duties which are broadly in line with the above key responsibilities. Independent Age is committed to equality of opportunity and of eliminating discrimination. All employees are expected to adhere to the principles set

3 out in its Equal Opportunities Policy and all other relevant guidance/practice frameworks.

4 PERSON SPECIFICATION EDUCATION AND QUALIFICATIONS Essential Degree-level qualification and / or suitable accredited fundraising qualification such as Diploma in Fundraising. EXPERIENCE AND KNOWLEDGE Essential Track record of successfully setting and delivering to clearly defined objectives and KPIs. Demonstrable experience of budgeting and forecasting income and expenditure budgets. Proven experience of planning, implementing and evaluating successful retention programmes with a track record of hitting targets. Experience of building two-way donor relationships with a passion for engaging and delighting donors. Proven problem solving and decision making skills with a track record of using good judgment to make decisions that lead to positive outcomes. Excellent standard of computer literacy, especially with use of spreadsheets / MS Excel as well as understanding of customer-relationship management systems (ideally ThankQ). Proven experience of working constructively and collaboratively with internal teams. Track record of successfully managing external suppliers including drafting and issuing briefs, managing the production of creative and copywriting and negotiating costs. Good report writing skills including the ability to deliver clear and concise written communications for a range of audiences. Experience of managing a supporter care function with a sound understanding of how to create robust process, protocols and service level agreements to underpin high standards of donor care. Calmness under pressure and an ability to manage and prioritise a varied workload whilst working to tight deadlines. Robust and up-to-date knowledge of the legal and regulatory environment (including all guidelines relating to direct marketing, public solicitation of donations and data protection). A passion for customer experience. Desirable Experience of line managing a staff member including delegation skills as well as a focus on guiding staff development. Knowledge or experience of ThankQ. Experience of writing fundraising copy. Experience of managing In Memory fundraising.

5 Experience of positively embracing and adapting to change by identifying, leading & managing change in line with organisational objectives. Experience of interacting with older people. SKILLS AND ABILITIES Ability to engage effectively with key internal and external stakeholders both in person and via telephone/ across a variety of levels and disciplines including Heads of department, service users, volunteers and members of the public. Excellent interpersonal skills. Excellent verbal and written communication skills. Good IT skills including use of Microsoft Office packages. Ability to collaborate effectively within a team. Ability to work cross-functionally and to secure resources and support from people in different Directorates.