Head of Supporter Retention and Development
A national charity in London, seek an experienced Head of Supporter Retention and Development, for 3 months covering a permanent recruitment period.
The Head of Supporter Retention and Development with head up a team of 5 people, with 1 direct line report. That person in turn, line manages 4. You will hold strategic responsibility for building and managing the Supporter Retention and Development programme; providing thought-leadership, innovation and by enhancing existing activities to deliver the best supporter experience.
The Head of Supporter Retention and Development is directly responsible for managing a complex expenditure budget, and maximising resulting income through all channels within that. Working closely with the Head of Digital Fundraising and her team on digital channels, to deliver a truly integrated Supporter experience. You will have substantial experience in managing and developing sophisticated Supporter Retention and Development programmes.
Specifically this will entail strategic responsibility for the success of the following:
Responsible for delivering against all Supporter Retention and Development KPIs
Responsible for planning for, and mitigating against risk in relevant income streams
Responsible for the planning, delivery and management of the Retention budgets and for all reconciliation, reporting and reforecasting on a regular (monthly) basis
Responsible for developing new products and programmes as detailed in the strategy including a Mid Value Programme
A lead role organisationally in terms of individual engagement across all channels
An active role in the continued development of the welcome and early retention programme
A lead role in using analytics tools to maximise return from the database of supporters
A lead role organisationally in terms of developing a multi channel supporter focused CRM system
Working closely with the Recruitment and the Digital teams in terms of developing the programme effectively
Play a lead role in terms of retention activity across fundraising, supporting the events, community and corporate team and looking for opportunities for growth.
Management of appropriate outsourced agency relationships
Significant and in depth experience of managing and evolving a substantial supporter retention and development programme. Substantial experience in using direct mail, telephone and online channels for the implementation of standard and mid-value cash appeal programme, rolling activity including upgrade, reactivation and conversion, plus gaming to include raffles and weekly lotteries.
Experience of using Direct Dialogue fundraising techniques (F2F / D2D including mobile)
Experience of managing external agencies and suppliers and working across teams.
Experience of using data for analysing and reporting on the performance of campaigns to maximise performance and to produce strategic plans.