Head of Supporter ExperienceResponsible to: Director of Supporter Engagement

Accountable to: Director of Supporter Engagement

Sense Payscale: 50-56

Description of Role

Accountable for ensuring all supporters for Sense and Sense International receive an exemplary level of care and attention, inspiring and motivating them to continue connecting and contributing to our work, making a real impact to the lives of people living with sensory impairments.

Specific Responsibilities

1. Strategy Development & Implementation

1.1 Contribute to the development and implementation of the Supporter Engagement Strategy, inspiring supporters to actively participate in helping improve the lives of people living with complex sensory needs

1.2 Contribute to the development of the Sense brand by ensuring consistent delivery of high quality supporter care that strengthens levels of trust and awareness with supporters

1.3 Contribute to the development of products and services that help Sense access new and existing forms of income

1.4 Review and interpret research and data to make evidence-based decisions that improve supporter engagement activities

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Job

Description

1.5 Manage the Supporter Experience Team budget ensuring income and expenditure budgets and forecasts are achieved with any critical variances being reported promptly

1.6 Produce regular reports on progress with delivery of key performance indicators for the Director of Supporter Engagement, CEO, Executive Team, Trustees and other stakeholders as required

2 Supporter Care

2.1 Ensure the efficient processing of all donations specifically from individuals, major donors, challenge event participants, community sources, trusts and foundations, statutory sources and corporate sources

2.2 Contribute to the development of high quality, innovative on- and off-line supporter engagement and marketing materials, ensuring content is accessible and delivered effectively

2.3 Commission, produce and interpret supporter engagement and marketing research to make evidence-based decisions that improve supporter engagement activities

2.4 Ensure all supporter engagement activities are fully compliant with data protection and fundraising regulations

2.5 Using insights and analysis, make recommendations to the Director of Supporter Engagement, to improve the efficiency and performance of supporter engagement activities

2.6 Ensure all suppliers engaged in the delivery of supporter care related activities (eg: fulfilment agencies) maintain agreed service levels, processing supporter data accurately and efficiently

3 Database Development

3.1 Ensure the efficient processing of all donations specifically from individuals, major donors, challenge event participants and community sources

3.2 Ensure all supporter data is managed in accordance with what supporters expect and in complete compliance with Sense’s Data Protection Policy and existing legislation

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3.3 Develop and maintain processes and procedures to integrate Sense’s supporter data sources, strengthening the ability to deliver a unified supporter engagement experience

3.4 Identify and implement new software and hardware to improve the capabilities of the database in delivering information for marketing and analytical purposes

3.5 Ensure new and existing Supporter Experience staff are trained in the best use of the supporter database

4 Leadership & Team Working

4.1 Provide effective and motivating leadership and line management to the Supporter Experience Team, ensuring staff have clear objectives and well-defined personal development plans

4.2 As part of the Fundraising Management Team, work with peers to provide inspirational leadership to the broader Supporter Engagement Directorate

4.3 Collaborate with colleagues in other teams (eg: in Communications, Policy, Trading or Volunteers) to deliver fully integrated supporter engagement activities

4.4 There is a requirement to travel and work unsociable hours at events with occasional overnight stays in the UK

4.5 Carry out any other reasonable duty as may be required

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Person Specification Head of Supporter Experience

The essential criteria are those things which you must have in order to do the job. Desirable criteria are those qualities that would be either useful, or an advantage to have and/or are things that you could be trained to do.

Achievements, Experience, Skills & AbilitiesEssential Criteria Desirable Criteria

Substantial experience managing relational database systems or managing supporter services activities in a marketing or fundraising environmentExperience of using Raisers’ Edge or similar marketing/fundraising databasesExperience of leading, managing and motivating teams to improve performance including setting and monitoring performance objectives and holding teams to account

Substantial experience of performance management and line management

Demonstrable understanding of the Gift Aid scheme, financial and fundraising guidelines/laws and the implications for database managementAnalytical Skills including evidence of strong data analysis and strategic planning; performance indicator tracking; finance and budget management

Ability to use Excel for advance levels of data analysis

Communication Skills including evidence of excellent report writing and presentation abilities; innovation and lateral thinking; negotiation and persuasion

Experience of working with issues of health and/or disability

Technical Skills including evidence of recent and relevant understanding of the UK fundraising market; recent developments with UK data compliance; crisis management; supplier managementCollaboration skills including evidence of staff management and motivation; facilitation of meetings; relationship

Coaching or mentoring experience; recognising performance

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Achievements, Experience, Skills & AbilitiesEssential Criteria Desirable Criteria

building and networkingAbility to effectively plan and prioritise a complex and varied workload and provide an efficient service to internal customers

Change Management Skills including evidence of encouraging new ways of working; setting goals and targets and monitoring progress

Ability to evidence the behaviours outlined in Sense’s ‘I’ statements. See https://www.sense.org.uk/content/our-vision-and-valuesA willingness to travel in the UK on a regular basis and to attend events during evenings and weekends

Education and TrainingEssential Criteria Desirable Criteria

Member of the Institute of FundraisingPost-graduate qualification in fundraising, marketing or management/leadershipTrained in presentation skills and/or public speaking

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