SUPPORTER ENGAGEMENT MANAGER

Transcription

1 Job Title: Name of role Department: Name of Department Reports to: Manager s Title Position Purpose: Identify the purpose of the role Responsible For: One or two lines stating key responsibilities of the role Key Challenges: Challenges facing successful undertaking of responsibilities Key Result Areas: Include - organizational support relationship management administration values Supporter Engagement Manager Relationship Fundraising Manager Manage Supporter Engagement Team to maximise engagement of supporter to achieve revenue goals, reduce supporter attrition and grow loyalty across a variety of fundraising programs and activities. Managing Supporter Engagement Team to achieve performance targets Providing best practice supporter engagement and customer service to all MSL supporters Processes to ensure data quality and integrity is maintained in support of fundraising strategic goals Managing competing priorities across multiple events and campaigns Issues and complaint handling appropriately to ensure agreed outcomes are achieved Supporter retention and revenue Best practice supporter engagement Data quality and integrity Adhere to process and provision of administration support Adhere to the MS Values A. ORGANISATION DIMENSIONS SENIOR MANAGER, EVENTS DEVELOPMENT SUPPORTER ENGAGEMENT MANAGER 1

2 Position Dimensions: Change as required but do not delete Budget: ($ Value) $0 Staff Numbers: 5 to 7 Geographical Spread/Breadth: States Covered and internal and external breadth of role (i.e. impact of role applicable to own team, multiteams or organisation/industry wide) Other: Mandatory Training Requirements: e.g. Manual handling, infection control, food safety, first aid, CPR NSW, VIC, ACT & TAS Privacy policy Communications policy Salesforce training Donor Drive training B. JOB REQUIREMENTS Key Result Area 1 Supporter retention and revenue Key Tasks: Job holder is successful when: Manage and motivate supporter engagement team to maximise engagement of supporters within agreed quality and performance targets. In consultation with Relationship Fundraising Manager and Senior Manager, Individual Giving, plan and organise resource allocation for fundraising events and campaigns. Develop and implement workflow management processes to ensure the team can effectively delivery volume of work to Supporter Engagement Service Level agreements and performance targets. Ensure Supporter Engagement Team follow process and procedures, and are able to react to unplanned demands. Performance targets met Supporter Engagement Service Level standards met Resource allocation planned and implemented Resource allocation managed Workflow management processes documented and implemented Supporter Engagement Service Level s and Performance targets achieved Processes and procedures documented and implemented Contingency plans in place 2

3 Ensure that the relationship management segmentation structure is implemented and that supporter relationships are managed effectively and proactively as required. Ensure the team has a broad understanding and knowledge of all supporterfacing activity to enable them to provide best practice supporter engagement to all MSL supporters. Develop and manage a supporter engagement volunteer team (as required) to support the delivery of fundraising and supporter engagement plans Monitor and report on key performance measures, including supporter feedback and complaints, donations and transaction volumes and trends, service level standards etc. Proactively engage in cross-agency initiatives and key strategic projects as required Work as a collaborative and supportive team member. Relationship management segmentation structure implemented and adhered to Supporter satisfaction achieved Supporter Engagement Team provided with event & campaign information needed to fulfil their roles Volunteers recruited and trained Volunteers retained Performance reports provided regularly Complaints register and process maintained Active involvement as requested Participate in building a best practice Supporter Engagement program within MSL Key Result Area 2 Best practice supporter engagement Key Tasks: Ensure Supporter Engagement Team build rapport with supporters to understand and satisfy their needs and reinforce the value of MSL. Identify opportunities and resolve issues to improve supporter engagement, loyalty and supporter retention. Develop supporter engagement service level agreements, standards and associated performance indicators to achieve revenue goals, reduce attrition and grow supporter loyalty. Job holder is successful when: Supporter trust and confidentiality maintained Supporter-focused approach demonstrated Supporter engagement standards achieved Supporter retention targets achieved Supporter Engagement Service Level Agreements in place Standards and performance targets agreed 3

4 Act as the Supporter s Representative, informing the development of supporter management strategies and development of MSL policy, by predicting supporter response. Develop and manage processes and procedures to deliver supporter engagement. Keep informed of best practise supporter engagement techniques and ensure they are implemented across all supporter interactions. Have an operational understanding of all fundraising activities and keep informed of developments in MSL work. Assist with coordination of and attendance at MSL events. Contribute to development of supporter communications strategies and MSL communication policy Provide regular feedback on supporter responses to communications FAQ s and Campaign/Event Briefing documents provided to supporter engagement team and other colleagues Provide basic advice to colleagues on queries relating to Supporter Engagement Best practise supporter engagement and data management implemented Up to date with fundraising activities affecting the role Up to date with MSL services being provided Attendance and involvement at events Key Result Area 3 Data quality and integrity Key Tasks: Work across the organisation to ensure supporter data quality is of the highest standard and data hygiene regularly conducted to attain and maintain a single supporter view. Work with database team and across strategic marketing & sales team to ensure that the CRM is used consistently across the department. Ensure accurate and appropriate data entry of supporter details, donations and contact/interactions with MSL across Supporter Engagement Team to maintain data integrity. Job holder is successful when: Data quality achieved and maintained Data hygiene implemented regularly Data quality achieved and maintained Data hygiene implemented regularly Adhere to established processes and data integrity maintained Data quality achieved and maintained Financial security standards followed 4

5 Manage the development and documentation of procedures for continuous improvement in data processing, fulfilment and customer service delivery, maintaining a constant awareness of business requirements. Ensure effective systems are in place to monitor compliance with regulatory and statutory requirements including privacy, data protection, and DGR. Procedures developed and documented Continuous improvement plans developed and implemented Supporter Engagement Procedures Manual updated and maintained Privacy, data protection and DGR compliance C. PURPOSE AND VALUES REQUIREMENTS Key Result Area 4 Values Key Values: Job Holder is successful when: Actively support MS purpose, value, service promise and strategic vision Operate in line with MS policies, procedure and practices Promote and work within MS Services Innovation delivery principles Positively and constructively represent the organisation to external contacts at all opportunities Behave in a way that contributes to a workplace that is free of discrimination, harassment and bullying behaviour at all times Ensure the health, safety and welfare of self, co-workers and others Follow all reasonable directions given by the organisation Support and empower co-workers Support, promote and show sensitivity to diversity in the work place Actively support MS Reconciliation Action Plan Behaviour is in alignment with Culture, Service Promise & Foundation behaviours. Values are adhered to and demonstrated in daily practice Values form an integral part of the way employees conduct their presence in the workplace 5

6 D. ENVIRONMENT AND WORK ACTIVITIES DIMENSIONS All physical requirements of this role must take into account rest periods and the appropriate use of equipment supplied. MS team members are required to comply with the organisation s policies and procedures governing health & safety including manual handling. Add role dimensions as applicable Frequency options: Regularly Infrequently Annually As Designated Available Element Key Activity Frequency (insert) Work Environment Manual Handling People Contact Manage demanding and changing workloads and competing priorities Work in a team environment Work in different geographic locations Work office hours with the possibility of extended hours Work on weekends and evenings Work in an open plan office Work in buildings which may be two or more-storied Work between a number of house units on the same site Going outside of site into community Sit at a computer or in meetings for extended periods Undertake manual handling (e.g. lifting, pulling, pushing, moving, transferring, digging, twisting, restraining, supporting) of equipment, people or materials which would be of varying weight and size.* *Lifting equipment is provided as applicable Liaise with customers (clients) and service recipients Provide personal care to residents, respite clients and other customers Liaise with government, non-government, community & profit-making organisations Liaise with medical & allied health professionals Liaise with external customers/stakeholders Liaise with internal customers (staff, volunteers) 6 Infrequently Infrequently

7 Administrative Undertake administrative tasks, which include computer work, letter & report writing (e.g. Tasks Financial reports, Executive papers), spreadsheet use, participating in meetings and concentrating for long periods of time. Use technology including computer, printer & photocopier, scanner, Skype, mobile phone, fax and (Outlook), Word, Excel and PowerPoint Transport Drive vehicles transporting people or goods possibly over long distances and in all traffic and Infrequently weather conditions. Drive vehicles to and from Events Use public transport including trains, buses, trams and taxis Other Free on-site parking Fee-based on-site parking Available Long-term street parking Public transport stop/s near office Available Mandatory Manual Handling As designated Training Medication Administration Infection Control Food Safety As designated First Aid/CPR As designated Emergency & Evacuation As designated E. EMPLOYMENT SCREENING REQUIREMENTS Must be completed prior to commencing employment National Police Check (to be carried out by MS) International Police Check if lived overseas for longer than 12 months in the last 10 years (to be provided by the applicant) Right to Work in Australia (Certified copy of Passport/Visa to be provided by the applicant) Disability Worker Exclusion Scheme check (Victorian Residential Workers only) Working with Children Check (if required for role) F. SELECTION CRITERIA 7

8 Essential: Selection criteria should reflect the key skills, knowledge & experience required by the employee to be competent and successful in this role (delete this sentence from your document). Examples on right: 2 years + experience in a team leader or manager role within a customer service environment, preferably in non-profit sector Experience leading high performing teams and sound knowledge of performance management methodologies Experience with customer relationship management systems and their application in a service environment Experience in process and procedure development, and workflow management Experience of project management and stakeholder engagement Demonstrated understanding of fundraising/marketing practices, techniques and trends Ability to monitor progress, analyse trends and report on performance Ability to analyse problems and deliver solutions for supporters Conflict resolution skills and/or experience Ability to work under pressure and remain results focused Excellent communication skills Attention to detail Time management and personal organisational skills Ability to work in a team Ability to work flexible hours and some weekends A current Working with Children Check Desirable: Tertiary education in fundraising, marketing, communication, business or similar Experience with Salesforce CRM database Experience in fundraising/call centre Experience in financial administration G. APPROVAL Manager Name: 8

9 Manager Title: Relationship Fundraising Manager Manager Approval: signature date Employee Name: Employee Acknowledgement: signature Date I acknowledge this Position Description relates to my role at MSL and I agree to the requirements and conditions of this role. 9