Supporter Services Manager
Cherry Professional are currently recruiting for Supporter Services Manager for their client based on the outskirts of Lincoln.
The ideal candidate will have experience of working within a customer / supporter focused environment, the ability to lead and manage teams, experience of managing project work, as well as an up to date knowledge of relevant legislation, data protection and GDPR. Good communication, organisation skills and flexibility are essential to the role. A qualification in a relevant discipline and/or customer / supporter service experience would be ideal.
Main Purpose of the Job:
To proactively manage the Supporter Services department.
To ensure effective use of the Charity's database and management of data to ensure compliance with legislation, regulations, guidelines including GDPR and internal procedures
In liaison with the Fundraising Manager, to maximise internal and external fundraising opportunities through development and positive supporter relationships.
Responsible for the management of the supporter services team and department function
Be responsible for the department rota, ensuring a full complement of staff members to fully support peak campaign times
Liaise with the Volunteer Coordinator to manage the engagement of volunteers within the department as required
Develop, monitor and regularly review departmental policies and procedures and ensure the team are fully conversant and compliant with these through training
Work with the management team to develop a team whereby the values of the charity are embedded in to daily performance
Closely oversee the performance management of the team maximising development opportunities
Ensure your team is trained, developed and have the necessary tools to succeed in their job responsibilities. This includes providing employees with ongoing feedback, coaching, and training to support their activities long term
Work with the Marketing Manager & Fundraising Manager to ensure staff cover is provided as required for on and off site supporter engagement and fundraising events
Generate innovative solutions to problems through effective decision making with reference to sound data, evidence and advice
Contribute to the Duty Manager Scheme Rota
Ensure that all supporter correspondence is processed promptly and considerately with an emphasis on developing and securing compliant relationships with supporters
Respect and promote the Supporter Experience Charter
Contribute fully to correctly reengaging non-active supporters
Actively maximise opportunities to engage new supporters
Oversee management of the twice yearly supporter lottery and ensure compliance with Gambling Commission Operating Licence
Oversee the management of the charity's In Memoriam, stamps, Gifts with a Difference, Recycling schemes and all fundraising auction activities
Ensure Gift Aid is maximised on all activities
Oversee the management of the Mail Order function of the Trading Company
Contribute to the delivery of the charity's fundraising and marketing strategy
Work closely with the marketing and fundraising department to ensure effective administration and reporting of fundraising appeals and advertising campaigns
Undertake regular stock takes
Compliance, Reporting & Budgeting
With support, ensure all activities are compliant with the Fundraising Regulator, Institute of Fundraising, and Charity Commission guidelines, GDPR and data protection.
Be proactive in keeping up to date with changes in legislation and guidance relevant to the work of the department and charity; ensuring staff are sufficiently trained and compliant
Regularly review the supporter database to ensure it facilitates effective internal reporting and compliance with current relevant law and guidelines
Utilise the charity's supporter databases to produce regular management reports and take action as required
Ensure all spend within the department offers best value for money and budgets are adhered to
To read, understand and observe the requirements of Health and Safety Policy and Procedure at all time
With support, ensure that the supporter database and related systems hold accurate, compliant data (with reference to legislation, regulations including GDPR and internal procedures)
Ensure data cleanses are carried out as required
Ensure complaints are logged and handled in line with Fundraising Regulator guidelines, IoF and internal procedures
Ensure all donation income is processed in line with charity policy, procedures, Fundraising Regulator and IoF guidelines
Ensure compliant communication with supporters
Other roles that you may have applied for include Customer Service Manager, Customer Manager, Charity Manager
Cherry Professional are advertising this role on behalf of the client.