Digital Marketing Officer Job Description and Person Specification January 2019

Transcription

1 Job Description and Person Specification January 2019 Page 1 of 7

2 Accountable to: Location: Head of Membership Development Pitfield Street, London An introduction to London Youth London Youth is a network of diverse community youth organisations serving young people of all backgrounds right across the capital. Our mission is to support and challenge young people to become the best they can be. Our vision is that all young Londoners grow up healthy, able to navigate a fulfilling career and make a positive contribution in their communities. We support them to develop the confidence, resilience and relationship skills they need to do this, delivering with and through our network of community youth organisations and at our two residential centres. We work with all young people but place a particular emphasis on those who wouldn t otherwise have access to the kind of opportunities we offer. Because good youth work works. We deliver our mission through four strategic objectives: Membership Development Developing, training, connecting and quality assuring our membership network to deliver good youth work. Opportunity Creating a broad and inclusive range of quality opportunities for young people in social action, sports development, employability and outdoor education. Voice nsuring our expertise and the on-the-ground voices of youth workers and young people are reflected in public policy, practice and opinion. Best we can be Being the best we can be ourselves; fundraising effectively, financially robust and a great place to work And we strive to act in line with our four simple principles: Honesty about what works (and what doesn t ) and we learn from our mistakes Collaboration with each other, young people, our members, and the world beyond Improvement committed to continual improvement Fun because we think people learn best when enjoying themselves Why work for London Youth? Our most recent mployee Survey revealed 99% staff want to contribute to London Youth s success 92% staff feel they can ask questions when they do not understand something 91% staff enjoy their job 95% staff are proud of the work we deliver Page 2 of 7

3 The Team London Youth has a membership of over 450 community based youth organisations, located in every London Borough. This is a unique asset base for the organisation, for young people in London, and for the communities in which they are located. Our members are an incredibly diverse range of organisations traditional youth clubs, community centres, arts and sports clubs, projects for refugees, disabled young people and many other groups. We want to support our members so that whenever a young person goes through their doors they receive a high quality experience which meets their needs, allows them to learn and have fun, and helps them gain confidence, resilience and build stronger networks and relationships. The Membership Development team was established in 2014 and, since then, we have increased investment in our membership offer, developed improved systems to manage membership information and processes, and strengthened our ability to help members achieve more. Currently the Membership Development team is a team of six and sits within the ngagement directorate, along with our Communications team. Team structure Head of Membership Development Membership Development Officer Membership Development Officer Membership Development Officer Membership and Training Administrator Job Purpose The is a new role that will play a key part in supporting London Youth s ambitious membership growth strategy. Using membership information held in our Salesforce database, as well as our website and marketing tools, you will be responsible for creating bespoke reports on how our members interact with our online and offline offer. This analysis will allow us to better respond to our members needs and inform our decision-making. You will also be responsible for supporting teams across the organisation to implement effective CRM practice and use our Salesforce database to manage our relationships with members and other stakeholders, ensuring that we manage our members data in line with current data regulation requirements. The other main area of responsibility will be to develop a digital offer for members, whether by enabling access to online resources and e-training, finding and connecting with other members, signing up to upcoming training, or renewing their membership with London Youth. Page 3 of 7

4 We are looking for someone who is passionate about leveraging technology to help us provide a better service to our members. The ideal candidate for this role will have experience in using technology to increase efficiency through improved information sharing and facilitating access to online resources and support. You will also be an advanced Salesforce user with basic administrator knowledge. The must have exceptional communication skills and be able to use their strong analytical skills to work with teams across London Youth to identify data capture and reporting needs in order to generate insights to better understand our members and help us refine our membership benefits offer. Main duties of the role Developing, managing and monitoring London Youth s digital offer for members Lead on the development of a Members Only area on the London Youth s website Using insights from analysis of our membership data, develop and curate a digital offer for members, ensuring it meets their needs and is well-used Support members to use the Members Only area on our website by producing manuals and guidance, responding to enquiries regarding functionality, and providing technical support as required Work with external developers to translate business needs into practical customer-centred digital solutions nsuring that London Youth s CRM database on Salesforce is used in line with legal requirements and best practice in Data Management Work with teams across London Youth to identify the membership data we need and develop processes to collect, capture and manage it on Salesforce or by using other systems as appropriate Support the Head of ICT and Digital Development to maintain an overview of London Youth s CRM system on Salesforce, ensuring it is used in line with best practice Develop and implement processes to ensure that data stored on Salesforce is managed in line with GDPR requirements, including building in regular processes to update and cleanse data nsure members data is consistent across systems, including managing marketing lists in line with most up to date consent settings Develop and update user guidance and manuals, deliver training, and monitor staff s usage of Salesforce Carry out administrative functions on our Salesforce database as required, e.g. setting up new users, completing regular backups, inserting or updating fields, or creating simple workflows Keep up to date with new developments and best practice in the systems currently used by London Youth to manage our relationship with our members (e.g. WordPress, Salesforce, MailChimp) Approximate % allocation 30% 40% Page 4 of 7

5 Work with external developers to troubleshoot and develop new functionality or integration with other systems as required to ensure our Salesforce setup is fit for purpose ffective marketing - Using member engagement and digital data to generate insights to optimise and refine our membership journey and benefits package working closely with the Communications Team Summarise and analyse relevant data to support membership offer development, fundraising and evaluation efforts Create custom reports and dashboards on Salesforce as required by teams across the organisation Produce regular reports to monitor member engagement with London Youth s offer Digital data analysis for marketing and website use Work closely with the Communications team in order to ensure that membership communications are scheduled for maximum impact, targeted at the right members, delivered through the best channels and able to be reviewed for their effectiveness. 30% Corporate responsibilities cutting across tasks set out above Planning and budgeting Inputting to annual plans and budgets Contributing to effective day to day financial management through monitoring and controlling actual and projected income and expenditure Reporting regularly on actual versus planned performance People Preparing thoroughly for one to one meetings and annual appraisal with your line manager Taking responsibility for your ongoing professional development Corporate development Understanding and supporting the vision, mission and aims of London Youth Contributing to the formulation and delivery of London Youth s strategy Committed to and actively promotes London Youth s policy and procedures to value and respect diversity and inclusion in all aspects of their duties and working relationships Managing resources to the highest professional standards and act as a custodian of best practice Maintaining awareness of your own and others Health and Safety, and comply with London Youth s Health and Safety and Safeguarding policies Undertaking other duties as may be reasonably requested within the responsibilities of the post Page 5 of 7

6 Terms and Conditions Salary: 29,517 plus contributory pension scheme Hours: Leave: 37.5 hours per week NB while this post is office based, there will be a need to work occasional evenings in line with our members needs, as youth organisations mostly operate outside of the school day 31 days (26 annual leave and 5 office closure days) p.a. plus 8 bank holidays Term: Fixed term contact until 31 st August 2020 Person specification Skills, experience and knowledge Strong competency in using Salesforce or other similar CRM systems, including a basic understanding of relational database structure xperience working with stakeholders to create and design reports and dashboards xperience in data analysis techniques to draw insights for product or campaign development ssential () Desirable (D) Strong IT skills and the ability to learn new software A xperience and understanding of key issues regarding data protection and privacy Ability to design effective marketing campaigns, directed at the best audience, through the right channels and capable of being analysed for their effectiveness A xcellent written and verbal communication skills, including the ability to communicate complex ideas and concepts in a simple way Ability to design business processes and map these to data flows identifying process improvements and data handling requirements xperience of project management, from project planning to monitoring performance against targets and evaluation Demonstrable presentation and facilitation skills / experience of delivering training D D Demonstrated at Application (A) Interview (I) Selection Test (T) /T /T /T /T Page 6 of 7

7 Qualifications ducated to A Level or equivalent qualification or A experience. quivalent experience can be demonstrated through roles which required: Analysis skills, e.g. collating, understanding and interpreting information Written communication, e.g. writing reports or developing materials Verbal communication, e.g. in a customer service role Personal Attributes Ability to work effectively with colleagues across teams Ability to take a customer-focused view when /T developing new processes and products xperience of managing a varied and demanding workload High attention to detail A/T Ability to work on your own initiative Passionate and demonstrably committed to improving the lives of young Londoners Page 7 of 7