Supporter Engagement Manager

JOB PURPOSE: As Supporter Engagement Manager, you will lead the Supporter Engagement Team developing the strategy for delivering exceptional donor journeys for our supporters. You will be responsible for leading on delivering excellent customer service, ensuring that all supporters are engaged with appropriately and receive exceptional supporter care and are encouraged to continue their support. Data capture, accurate income processing and timely thank you acknowledgements are key to this role. Managing and evaluating the trends of our supporters through this captured information to better engage people with the charity long term.  You will continuously improve processes and procedures to ensure all our donors and supporters have a great experience supporting Bluebell Wood Children’s Hospice. 

SALARY:  BAND L £36,334

MAIN DUTIES & RESPONSIBILITIES

· Develop and implement a Supporter Experience strategy, consulting with colleagues from across the charity to set clear long-term and short-term objectives, with KPI based engagement targets.

· Monitor and review team performance against these and provide regular reports to the Income Generation and Communications Director.

·  Recruit and manage your team effectively to deliver excellent supporter engagement across all channels including telephone, email, postal and social media enquiries.

· Manage and support the reception department for the Hospice, ensuring that this functionality delivers the key objectives set out by the Supporter Engagement strategy, proving excellent family and customer experience at every touch point. 

· Carry out regular one to ones and appraisals and have clear objectives and meet agreed KPIs, within agreed timescales.

· Be responsible for ensuring supporters receive the highest standard of customer service and that all Bluebell Wood fundraising income is processed, thanked, and banked in a timely manner.

· Ensure all requests for materials from supporters are fulfilled in line with the specific supporter journeys and provide support and advice to our supporters with their fundraising activity.

· You will be responsible for the Supporter Engagement budget; setting, monitoring, and reporting on income and expenditure. Taking action to address overspends, manage resources, and capitalise on opportunities.

· Be an active member of the Income Generation management team, working to devise and deliver a clear supporter experience and create effective and engaging supporter journeys for all audiences.

· With your team ensure timely and compliant recording of financial and personal information.

· Lead on the monitoring, reviewing and standardisation of processes for recording, banking and acknowledgement of income, supporter contact and preferences, complaints, and enquiries.

· Ensure the Supporter Engagement Team adhere to GDPR and all other appropriate regulatory and legislative guidelines.

· Take responsibility for the recording of fundraising income onto the CRM and produce reports and analysis when required. Working closely with Finance to regularly check compliance with audit requirements and review and code all income correctly.

· When required, provide the Income Generation and Communications Director with timely information to address the resolution of all complaints received ensuring satisfactory conclusion, recorded learnings.

· Keep abreast of developments and remain up to date on changes in supporter care protocols to ensure the organisation remains at the forefront of Supporter Experience within the sector.

· Provide support to the wider fundraising team by attending events and representing Bluebell Wood at supporter events/engagements/conferences.

· The Supporter Engagement Team will act as the volunteer supervisors for the fundraising team, supporting with the administration and co-ordination.

· Attend relevant external events to represent the Supporter engagement team and support with data acquisition targets.