Head of Supporter Experience

Recruiter
Harris Hill
Location
London
Salary
£50k - 55k per year
Posted
07 Mar 2018
Closes
04 Apr 2018
Ref
HQ00036655
Contact
Hannah Whittington
Hours
Full Time
Contract Type
Permanent

As Head of Supporter Experience you will set up a new team at a leading children's charity, and drive step change in the charity's experience, shaping and driving their supporter facing interactions, communications and products across the organisation.

The role will allow you to have a great amount of strategic impact and you will lead a team of 7 including functions that cover; planning, cross organisational strategic advice and project/operational delivery. The team is a new team, meaning this is an excellent opportunity to shape a new function with a world leading organisation.

Key responsibilities:

- Responsible for driving up supporter s lifetime value. Because of your action we will see improved supporter satisfaction and donors choosing to support us more frequently or for longer periods
- Creating the strategic direction for the overall Supporter Experience
- Lead the definition of key opportunities for growing existing support with your product neutral remit. You will provide leadership to your teams and others to ensure we have the appropriate plans & resources to deliver this opportunity
- You will lead a team which will create supporter journeys and experiences based on supporter insight which will drive longer term value
- You will inspire the organisation to have supporters top of mind, bringing the voice of the supporter into all decisions


In order to apply for this role, you will have experience of:

- Substantial experience of creating customer experience strategies dependent on digital/CRM/Loyalty/relationship marketing which have increased income and customer engagement (income of several hundred m)
- Can demonstrate experience of leading an organisation to create superb digital experiences which have fundamentally impacted income both in the short and long term.
- A proven track record of leading and influencing multiple teams to deliver a customer centric approach to drive retention with a large and varied customer base (1 million plus)
- Business understanding of how all marketing disciplines can impact the supporters experience and therefore retention metrics
- Evidence of identifying gaps and opportunities within a customer experience and delivering solutions to generate significant impact (income or engagement)
- Significant experience of applying customer and external insight to drive retention to grow income and engagement


Please get in touch for more details, by sending in your most up to date CV. Please note only suitable candidates will be contacted. To avoid disappointment, please get in touch ahead of the closing date.

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