Senior Supporter Experience Manager

Age UK is recruiting for a Senior Supporter Experience Manager to join our award-winning fundraising team on a 12 month fixed-term maternity cover contract.

As Senior Supporter Experience Manager, the successful applicant will develop and take ownership of Age UK's Public Fundraising's over-arching supporter experience strategy by managing a programme that builds long-term relationships between Age UK and its supporters, delivering on a supporter first culture.

You will develop a supporter centric approach to planning effective multi-channel, multi-product supporter journeys to grow loyalty, engagement, and income.

We're looking for someone with an audience and data insight driven approach to identify moments that matter and key pain points to improve the supporter experience. By doing this, you will ensure that each touchpoint across the supporter experience is engaging, effective and reflects Age UK brand and values.

You will provide robust data led, testing strategies that enable cross-sell, upsell and ultimately improved lifetime value for Age UK.

We're looking to recruit a proactive self-starter who can contribute to campaign, content and engagement strategies across the charity, ensuring that fundraising audience insight and needs are at the heart of development.

Please note that due to the hybrid nature of this role, the successful applicant will be required to commute to our London office (EC3N 2LB) once a week on Thursday's.

Age UK internal grade - 4L

Must haves:

• Experience in a supporter experience focussed role
• Significant experience mapping and analysing multi-channel journeys.
• Experience working with data and insight teams to deliver journey and product portfolio analysis.
• Significant experience leading cross functional journey planning projects.
• Experience developing next best offer strategies
• Experience supporting teams to continuously improve and optimise supporter journeys.

Great to Have's:

• Proven levels of data literacy to inform decision making and direct marketing testing strategies
• Strong influencing and negotiation skills.
• Ability to lead cross functional project groups and programs.
• Excellent presenting skills
• Excellent analytical skills, with an ability to manage multiple data sources, identifying actionable insight.
• Ability to influence, negotiate and facilitate both internally and externally as necessary to secure progress towards goals.
• Understanding of online and offline fundraising channels and how they can be used to target audiences.
• Understanding of creative content and the best channels for content devised with the audience in mind.

What we offer in return

• Competitive salary, 26 days annual leave + bank holidays + annual leave purchase scheme
• Excellent pension scheme, life assurance, health cashback plan and EAP
• Car Benefit Scheme, Cycle to Work Scheme and Season Ticket Loan
• Techscheme - buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free
• Blue Light Card Scheme
• You Did It Awards - recognition awards from £100-250.

Additional Information

Committed to promoting equality and diversity.

All CVs will be anonymised by our recruitment system when you apply for a role at Age UK. Please note that our system is unable to anonymise cover letters, and we would therefore ask that to support the work we are doing on making our recruitment selection process fairer and more unbiased, that you remove any personal information from your cover letter/supporting statement, including your name before uploading this. All equalities monitoring information is also anonymised and not shared with the hiring panel. Your name and address will only be known to us once you are invited for an interview.

Age UK is an Equal Opportunities employer and positively encourages applications from suitably qualified and eligible candidates, regardless of age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital/civil partnership status, or pregnancy and maternity. We guarantee an interview to disabled candidates who meet the minimum criteria under the Disability Confident Scheme. Please note that on occasion, due to high numbers of applications, Age UK reserves the right to limit the overall number of interviews offered, and therefore, it may not always be practicable or appropriate to interview all disabled people that meet the minimum criteria for the job.

Age UK is committed to safeguarding adults at risk, and children, from abuse and neglect. We expect everyone who works with us to share this commitment.

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert at any time.

Age UK politely requests no contact from recruitment agencies or media sales. We do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.