Senior Customer Engagement Manager (12 months maternity cover)

Job Introduction

At Diabetes UK, people are at the heart of what we do. Whether it’s the people living with or affected by diabetes every day, the millions of people at risk of type 2 diabetes, or the incredible supporters who make our work possible.

With more people engaging with our charity than ever before, and a high-profile brand campaign on the horizon, we have a huge opportunity to make sure all our beneficiaries and supporters (our customers) receive the right support, services, information and products from us, at the right time and in the right way. By understanding the needs of our audiences better, and planning coordinated engagement journeys, we want to build deeper and more long-term relationships that add value to the lives of people affected by diabetes, and harness the opportunity to drive the financial support needed to continue our critical work.

That’s why we’re looking for a brilliant and inspiring Senior Customer Engagement Manager to join us on a fixed term basis (maternity cover) to drive forward our audience first approach to engagement.

Interviews: w/c 6 September 2021

Role Responsibility

You’ll use your exceptional understanding of audience-led engagement strategies to strengthen our cross-charity approach to building long-term relationships with our customers. You’ll lead on planning and delivering key engagement journeys for critical pieces of work - including the customer journey for our new brand campaign - and will offer support and expertise on journeys created by teams across the charity.

You’ll work closely with our Data, IT, Information Governance and Insights teams to ensure our data and systems meet the needs of our engagement approach. Alongside this, you’ll use your knowledge and expertise of audiences to contribute to key cross-charity activity, including the development of our new CRM, and our ongoing work to safeguard people’s personal data.

The Ideal Candidate

You’re likely to have a background as a senior marketing or fundraising professional with strong experience of audience segmentation and using data and insights to shape customer engagement activity. You’ll have solid experience of developing and delivering supporter engagement strategies and journeys that put the customer first, and which are optimised for income generation.

You’ll be comfortable in testing and evaluating new approaches across a range of online and offline channels, and you’ll have an exceptional understanding of the data and systems needed to deliver optimal customer engagement. You’ll have the ability to build strong relationships with colleagues and to use your expertise and credibility to inspire others and to motivate and develop two direct line reports. If this sounds like you and you’re keen to be a part of the Diabetes UK team at an incredibly exciting time, we would love to hear from you.

Package Description

What we can offer you: 

• Generous annual leave starting at 25 days plus bank holidays 
• A Cash Healthcare Plan (giving you up to £1,500 towards a range of out of pocket health expenses like new glasses, dentist, chiropractor or osteopath appointments) 
• Early finish Friday and flexible working as part of our approach to activity based working
• Discounts on gym membership
• Employee assistance programme to give you support on any issues that come up in life  
• Annual season ticket loan* (on completion of your probation period and if contract is permanent or longer than 12 months)
• Very active social scene including sport teams, gardening and other activities 
• Generous pension provision, life assurance and income protection insurance
• Cycle to work scheme* (eligible for scheme if contract is permanent or longer than 12 months)

*Some benefits aren't available until you've passed your probation period and are dependent on the length of contract.

About the Company

For the 4.8 million people in the UK with diabetes, there’s no day off. So, at Diabetes UK, we’re leading the fight every day, campaigning for better care, treatment and support. We won’t stop until diabetes can do no harm.  

We are working to make sure that those affected by diabetes get the best care and support they need to live well with their condition and avoid life-changing complications.  We're leading the way by funding critical research, improving healthcare and treatment so we can reach our vision of a world where diabetes can do no harm.

Diabetes UK staff are motivated and experienced and extremely passionate about helping people affected by diabetes.  We have been fighting for people with diabetes for more than 80 years and changed millions of lives thanks to the new treatments, technology and policy changes we've been behind.

But there's more to do.  And you can be part of it.

We're a diverse bunch and as a charity we recognise and respect the value of everyone.

We’re very excited to have been placed in the top 30 best UK charities to work for, and in the top 75 best large companies in London.

We're committed to safeguarding and promoting the welfare of children, young people and adults at risk and expect all staff and volunteers to actively support this commitment.

We have a vision of a world where diabetes can do no harm.  If you’d like to be part of that, why not join us? 

To learn more about the work we do please visit our website

Diabetes UK