Senior Customer Engagement Manager

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, 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 strategies, 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 who can lead the change needed to move our whole charity to an audience first approach to engagement that helps us build a stronger and more engaged community.

First interviews: w/c 7 December 2020   
Second interviews: w/c 14 December 2020   

Role Responsibility

You’ll use your exceptional understanding of audience segmentation and journey mapping to develop a coherent cross-charity approach to engagement planning. You’ll work with teams across the charity to deliver insight-led engagement journeys that support the development of long-term relationships that create the right environment to harness financial support. And you’ll use your exceptional influencing skills to help make the change possible and show the impact of working collaboratively.

The Ideal Candidate

As a senior marketing or fundraising professional, you’ll have experience in developing and delivering supporter engagement strategies and journeys, optimised for income generation. You’ll be comfortable in testing and evaluating new approaches across a range of online and offline channels. You’ll be audience focused and have an eye for new opportunities. You’ll have an exceptional understanding of the data and systems needed to deliver optimal engagement. And 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 a talented direct report. If this sounds like you and you’re excited by the challenge don’t delay in applying for this exciting role.

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)
• 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

Diabetes is the most devastating and fastest growing health crisis of our time.  There are currently 3.8 million people in the UK diagnosed with diabetes, and 1 million more with undiagnosed Type 2.

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've recently been awarded a One Star Accreditation status by Best Companies.  And this year we were named 65th in the top 100 not-for-profit organisations in the Sunday Times Best Companies to Work For list. 

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 - Click here

Diabetes UK