Change Management Lead

I am excited to be working alongside an international animal charity in search of a Change Management Lead for an urgent and essential project on a 6 month FTC (paid directly by the charity inside IR35 on a daily rate). On 28th April the charity were served notice by their current fulfilment house, as declining demand from traditional channels, and their shift towards digital and customer experience solutions meant that the contract with them was no longer viable. The charity have been given until 31st October 2021 to move all of their current processes to another fulfilment house.


Role requirements:
We require a Change/Project Management lead who can fully manage the process of moving from one Fulfilment house to another. The postholder will;
Need to understand the existing process maps depicting current processes, networks and needs, and identify/create any missing maps/elements; building on the collateral mapped processes and requirements already mapped by the CRM team
Need to understand our future strategy and process requirements
Manage vendor selection and identify suppliers who could meet current and future needs
Lead supplier pitches/ tendering processes (in line with the chairty's procurement policy)
Lead the supplier on-boarding process
Ensure integration with existing projects linked to the CRM programme of work
Work closely with the Finance team to ensure the data from their CRM will be easily integrated to the financial system, SUN system (ensuring the solution minimises the need for manipulation and filtering of data by their finance team when data from our CRM is posted to SUN)
Work with a new supplier to create an operational design that fits with other projects and systems
Lead the testing process from concept/test strategy to implementation
Work closely with the Donation and Fulfilment Manager who will Account Manage the new supplier long term

Fulfilment House Requirements:
Secure post receipt, opening, sorting and handling (including data capture and scanning where applicable)
Direct mail handling (including fundraising and appeals)
Donation processing, thanking and banking (including the sending of welcome packs, ANLs and other compliance communications)
Creating new and amending supporter records as required (suppressions, Change of details
Gift Aid handling and verification prior to sending data and storing Gift Aid declarations)
Direct Debit and upgrade processing.
Charity shop - product stock, inventory, order taking, picking and packing fulfilment (for orders DDC receive and from the charity's website, phone etc) and a tracking system
Event Fulfilment Management - fulfilment of materials/supplies for fundraising teams (in-house, volunteer groups and supporter)
Bespoke supporter communication handling - scanning and directing to relevant department/whitemail escalation
Returns/gone away processing
Personalised printing and print management for small ad hoc campaigns
Accurate data capture, validation and data exports that are secure, compliant and configured for import into the charity's systems. Data capture may include (but not limited to
Response data, consent and preference management, Gift Aid status)
Accurate reporting (e.g. campaign, processing and banking etc) including management reporting via drill down dashboards and reports for data exported and daily data reconciliation
GDPR Compliance

Payment Card Industry / Data Security Standards (PCI DSS) compliance

Other minimum accreditations/compliances such as gambling commission, ICO, lotteries council etc. shall be mentioned
Ad hoc processing of survey data (capturing responses or spreadsheets/survey monkey etc.)
Sending customer service letters (i.e. for rejected payments, unsigned cheques)
Secure storage of donation/order forms etc. for required periods of time
Access to a client portal for the new fulfilment supplier's system to enable staff to access reports would be an advantage

Future requirement already identified:
Gift Aid digitisation - moving to an indexed scan and send system
Integration with our new Gift Aid Warehouse (due for launch in August/Sept)
Gift Aid Data transfers for the preferred systems to validate and import into CRM
Thanking - move to digital thanking where relevant/possible and receive data from other third party suppliers in order to centralise thanking operations where relevant
Digital scanning of other paperwork to be uploaded securely (donation forms, DD forms etc.)
Potential Telephone handling support (

The person will:
Have excellent, demonstrable project management experience delivering initiatives on time and cost, preferably backed with a formal project management qualification.
Excellent communicatio