Job summary
Are you a Fundraising professional looking for your next opportunity? St Margaret's Hospice Care has a fantastic opportunity for a Supporter Development Manager to join our dynamic Fundraising team.
This is a part time role, working 30 hours a week, and based at our Taunton Hospice.
As a key member of the fundraising management team, you will support the delivery of the hospices five-year income generation strategy and growth plans.
Focusing on maximising income generation potential, your role will be to deliver innovative engagement strategies that are supporter centric and based on insight.
Main duties of the job
In this role, you will really be able to take ownership of your area, supported by our Head of Fundraising. You will play a vital role in shaping and implementing new ways of working to ensure our supporters are valued, embedding gold standard stewardship across the Hospice.
Taking the lead on several key projects for the Hospice, you will manage our Light up a Life appeal, develop supporter journeys, and create a new Reward and Recognition Strategy.
There will also be lots of opportunities for development, supporting you to grow within your role.
Your day to day job will involve:
- Planning and delivering appeals and cross-cutting campaigns, working closely with our Copywriter to create a compelling call to action.
- With a good understanding of your audience, making data-driven decisions to plan stewardship activity which leads to high levels of conversion.
- Overseeing the fundraising Customer Relationship Management tool (CRM), which underpins all communications with our supporters.
- Utilising the CRM system to analyse data and using insights gained to inform decision making.
- Line managing the Supporter Experience team.
- Providing regular reporting against donor retention objectives, tracking expenditure, and delivering accurate forecasts.
No two days will be the same, but we can guarantee that you will get huge satisfaction from supporting the St. Margaret's team to help make each day count for patients and their families in Somerset.
About us
Be part of a welcoming, community minded charity. Our mission is to provide excellent specialist palliative care for patients and support to their families. If you speak to any of our staff or volunteers, they will tell you how the patient is at the heart of everything they do. So, if you're looking for a role where you can really make a difference, working as part of a supportive team, we could be a perfect match.
Holiday entitlement
- 33 days holiday including bank holidays rising to 35 days after 1 year, and increasing with length of service (pro-rata if part-time)
- Ability to buy and sell annual leave
Pension scheme
- NHS employees eligible to continue with their NHS pension scheme*
- Non-NHS employees will receive 5.5% employer and 5% employee contribution.
Award-winning Employee Assistance Programme for you and your family offering:
- Vitality & wellbeing health portal for non-emergency care
- Unlimited access to 24/7 online GP Consultations as well as Expert Case Management
- Confidential and free 24-hour Employee Assistance
- Counselling and support
- Legal, financial, and medical information and advice
And more
- Life assurance cover 2x salary
- Health Cash Plans- help with covering the cost of healthcare needs by providing cashback on a range of health benefits
- Blue Light Discount Card
- Enhanced parental leave*
- Excellent learning and development opportunities
- Free on-site parking in Yeovil and Taunton
- Volunteering and fundraising opportunities
Job description
Job responsibilities
Supporter Engagement Strategies
- Support the team to develop and
deliver innovative and impact led supporter engagement strategies across
multiple channels, including digital and print.
- The purpose of the strategy is to increase retention, tackle attrition, uplift donations and explore cross
selling opportunities.
- Develop and manage supporter journeys across all income streams.
- Build relationships with
families/stakeholders that have a personal connection to the hospice.
Retention Strategies
-
Develop retention strategies
for our committed giving products (lottery, regular giving) cash, legacy
pledgers and in memory donors.
- Work with the Committed Giving Manager, who leads on the acquisition elements on these campaigns.
- Develop and deliver
an insight strategy where teams from across the fundraising directorate can
benefit and can use insights gained from Beacon CRM to inform decisions
including segmentation.
Projects
- Develop a
reward and recognition programme where supporters are thanked appropriately
and in a timely way, depending on size of gift and length of support. Support
with the creation of any assets to deliver this function.
-
Working closely with the
Philanthropy Manager, you will lead on the growth of a mid-level programme,
upgrading existing donors, and identifying suitable engagement strategies to
develop this segment of supporters
-
Project manage the delivery of
our Light up a Life appeal from planning, to overseeing design ,
writing and production of the online and offline Direct Mail.
- Overseeing the
delivery of the Light up a Life events, and ensure there is a thorough thanking process
in place.
Line Management
-
Line management responsibility
for the Supporter Care team and Fundraising Data Lead.
- Monitor and maintain
high quality standards by regularly auditing the supporter experience against
agreed KPIs and targets.
Maintain oversight of supporter
acknowledgement:
- Regularly updating thank you letter templates, drafting new
template letters/paragraphs when required
Gift Aid:
- Responsible for
ensuring the accuracy and compliance of Gift Aid claims, maximising Gift Aid
uptake and income
Data management:
- Support
the Fundraising Data Lead with the management of the database, ensuring that
the data we retain is clean and in line with our retention policy.
- Support with the segmentation of data.
- Ensure we have a thorough
insight strategy in place so all the decisions we make across our fundraising
directorate are based on data.
General
- Ensure compliance with all relevant fundraising policies,
- Take ownership of
any policies relating to delivery of supporter experience and update as
necessary
- Deputise for the Head of Fundraising Engagement as may
be required.
Job description
Job responsibilities
Supporter Engagement Strategies
- Support the team to develop and
deliver innovative and impact led supporter engagement strategies across
multiple channels, including digital and print.
- The purpose of the strategy is to increase retention, tackle attrition, uplift donations and explore cross
selling opportunities.
- Develop and manage supporter journeys across all income streams.
- Build relationships with
families/stakeholders that have a personal connection to the hospice.
Retention Strategies
-
Develop retention strategies
for our committed giving products (lottery, regular giving) cash, legacy
pledgers and in memory donors.
- Work with the Committed Giving Manager, who leads on the acquisition elements on these campaigns.
- Develop and deliver
an insight strategy where teams from across the fundraising directorate can
benefit and can use insights gained from Beacon CRM to inform decisions
including segmentation.
Projects
- Develop a
reward and recognition programme where supporters are thanked appropriately
and in a timely way, depending on size of gift and length of support. Support
with the creation of any assets to deliver this function.
-
Working closely with the
Philanthropy Manager, you will lead on the growth of a mid-level programme,
upgrading existing donors, and identifying suitable engagement strategies to
develop this segment of supporters
-
Project manage the delivery of
our Light up a Life appeal from planning, to overseeing design ,
writing and production of the online and offline Direct Mail.
- Overseeing the
delivery of the Light up a Life events, and ensure there is a thorough thanking process
in place.
Line Management
-
Line management responsibility
for the Supporter Care team and Fundraising Data Lead.
- Monitor and maintain
high quality standards by regularly auditing the supporter experience against
agreed KPIs and targets.
Maintain oversight of supporter
acknowledgement:
- Regularly updating thank you letter templates, drafting new
template letters/paragraphs when required
Gift Aid:
- Responsible for
ensuring the accuracy and compliance of Gift Aid claims, maximising Gift Aid
uptake and income
Data management:
- Support
the Fundraising Data Lead with the management of the database, ensuring that
the data we retain is clean and in line with our retention policy.
- Support with the segmentation of data.
- Ensure we have a thorough
insight strategy in place so all the decisions we make across our fundraising
directorate are based on data.
General
- Ensure compliance with all relevant fundraising policies,
- Take ownership of
any policies relating to delivery of supporter experience and update as
necessary
- Deputise for the Head of Fundraising Engagement as may
be required.
Person Specification
Education and Qualifications
Essential
- GCSE minimum Grade C/5 in English and Maths or equivalent
Desirable
- Educated to degree level or equivalent with a good command of English language
Self Awareness
Essential
- Organisational skills; able to juggle and prioritise tasks
- Flexible approach, able to deal with shifting priorities
Working with others
Essential
- Demonstrable experience of delivering high quality supporter/customer care within a busy and rapidly changing environment
- Comfortable working with a diverse range of people in different environments
- Experience of leading a high performing team, ensuring they are supported and delivering their individual objectives
Desirable
- Experience of supporting recently bereaved people
Outcome and Results
Essential
- Experience of delivering donor retention strategies that aim to decrease attrition, uplift donations and offer cross sell opportunities.
- Experience of setting and managing income and expenditure budgets
- Experience of successfully managing individual campaigns/appeals that have generated income
Desirable
- Experience of creating a stewardship plan which outlines how supporters should be thanked depending on their level of giving and length of support.
Leading in your area
Essential
- Project Management experience
- Experience of creating and delivering fully integrated multi-channel appeals/campaigns to target and within budget
- Demonstrable experience of using CRM databases and gathering insight from other sources to enhance the supporter/customer experience
- Creative and imaginative in approach to ideas and opportunities
Desirable
- Have previously worked in an Individual Giving fundraising team
- Previous experience of working with Beacon
Person Specification
Education and Qualifications
Essential
- GCSE minimum Grade C/5 in English and Maths or equivalent
Desirable
- Educated to degree level or equivalent with a good command of English language
Self Awareness
Essential
- Organisational skills; able to juggle and prioritise tasks
- Flexible approach, able to deal with shifting priorities
Working with others
Essential
- Demonstrable experience of delivering high quality supporter/customer care within a busy and rapidly changing environment
- Comfortable working with a diverse range of people in different environments
- Experience of leading a high performing team, ensuring they are supported and delivering their individual objectives
Desirable
- Experience of supporting recently bereaved people
Outcome and Results
Essential
- Experience of delivering donor retention strategies that aim to decrease attrition, uplift donations and offer cross sell opportunities.
- Experience of setting and managing income and expenditure budgets
- Experience of successfully managing individual campaigns/appeals that have generated income
Desirable
- Experience of creating a stewardship plan which outlines how supporters should be thanked depending on their level of giving and length of support.
Leading in your area
Essential
- Project Management experience
- Experience of creating and delivering fully integrated multi-channel appeals/campaigns to target and within budget
- Demonstrable experience of using CRM databases and gathering insight from other sources to enhance the supporter/customer experience
- Creative and imaginative in approach to ideas and opportunities
Desirable
- Have previously worked in an Individual Giving fundraising team
- Previous experience of working with Beacon
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
