Supporter Engagement Manager
Job Introduction
Audiences are changing, and we are changing too. We need someone to help us put people first, ensuring that we understand and listen to our supporters, embracing their worries and concerns, and giving them what they need. In response, we will build a loyal and engaged community whose support will help us better prevent, care for and treat diabetes, creating a world where diabetes can do no harm. You will focus on using audience insights to drive engagement strategies and develop supporter journeys, making sure that a supporter receives what they need from us, when and how they need it.
The role sits within the newly formed Strategic Marketing team which is dedicated to building a strategic and coherent approach to marketing across Diabetes UK, to build and deepen engagement with the public. You’ll sit in the Supporter Engagement section working with the current Senior Manager and Manager providing additional capacity for the next six months, a critical time in driving an organisation-wide shift to an audience-led approach. You’ll be an excellent big picture thinker, excited by the chance to work across the organisation developing journeys and engagement plans, and making change happen.
Role Responsibility
- To deliver new supporter engagement strategies and supporter journeys utilising a test and learn approach. Initially the focus will be on digital engagement strategies.
- To develop an understanding of current supporter engagement strategies and journeys and to advise on optimisation as appropriate.
- To identify opportunities to increase data capture to enable long-term relationships to be built with supporters.
- To work with colleagues in the Content and News team to ensure our content supports our ability to build long-term relationships with beneficiaries and supporters.
- To work with colleagues in fundraising to ensure supporter engagement strategies are optimised for fundraising and income generation.
- To champion the role of and effective use of audience insight
- To champion the use of digital channels and technologies in supporter engagement strategies
- To use judgement to make effective decisions based on overarching priorities
- To share successes and learnings across the charity to drive improvements to our supporter engagement strategies
- To keep up to speed on supporter/customer engagement trends within and beyond our sector and sharing learning with others to drive up quality and innovation
- To keep abreast of relevant legal and regulatory frameworks, including; Data Protection legislation and the Code of Fundraising Practice
- Any other task as requested by the Head of Strategic Marketing or the Senior Supporter Engagement Manager
The Ideal Candidate
The best person for this job will be able to:
- Deliver test and learn supporter engagement strategies and journeys
- Champion a customer-centred approach
- Demonstrate understanding in customer/supporter segmentation models
- Demonstrate understanding of using data and databases
- Communicate effectively and to influence a wide range of people, face-to-face, through presentations and written reports
- Work on own initiative, under pressure and to tight deadlines
- Identify and overcome problems using own initiative
- Confidently use Microsoft Office programmes including Outlook, Word, Excel, PowerPoint etc
The best person for this job will have experience in:
Essential:
- Fundraising or marketing in a charity setting
- Delivering supporter engagement strategies and journeys that are optimised for income generation
- Testing new approaches to building supporter relationships, evaluating results and making recommendations for future development
- Using digital channels (social, email, SMS) to drive supporter engagement and to build long-term relationships
- Working on cross-organisation projects to deliver successful outcomes
- Project management, including budget planning and management, performance monitoring and evaluation
- Working with agencies and suppliers
- Working with relevant legislation and regulations, e.g. Data Protection and Code of Fundraising Practice
- Working with relational databases
Desirable:
- Health-related marketing
- Customer/supporter acquisition campaigns and activities
The best person for this job will be:
- An experienced fundraising or marketing professional
- Digitally savvy with a working knowledge of key digital channels
- An effective communicator with all levels of the organisation
- Flexible, disciplined, and able to prioritise work effectively.
- Autonomous and proactive.
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 £1,600 towards a range of out of pocket health expenses like new glasses, dentist, chiropractor or osteopath appointments)
- Early finish Friday and flexible working
- Discounts on gym membership and days out
- Employee assistance programme to give you support on any issues that come up in life
- Annual Season ticket loan
- Very active social scene including sport teams, gardening and other activities
- Generous pension provision, life assurance and permanent health insurance
About the Company
Diabetes is the most potentially devastating – and fastest growing – health crisis of our time, requiring ongoing high-quality care and support. There are currently 4.5 million people in the UK living with diabetes, and 11.9 million more at increased risk of getting Type 2 diabetes. Those diagnosed face the risk of life-changing, and life-limiting, complications, unless they are given the very best care and the support they need to manage their condition well. As a society we need to work together now – and take action now – to fund critical research, improve healthcare and treatment, and prevent yet more people developing this potentially life-threatening condition.
Diabetes UK is a forward thinking and commercially focused organisation, and is the leading charity for the 4.5 million people with the condition in the UK.
As we continue to improve our processes, through continual development and change, this is an exciting time to join us. With established funding streams and following on from the success of our previous five-year plan, we are in a strong position to continue developing and responding to changing environments.
We rely heavily upon the expertise and motivation of our staff in order to work towards our many aims and meet objectives. We aim to be an equal opportunity employer; the organisation recognises and respects the value and diversity of all. We gladly make the adjustments required for people with disabilities to join us. Our diverse functions mean that we can offer you a wide range of rewarding career opportunities.
Diabetes UK is committed to safeguarding and promoting the welfare of children, young people and vulnerable and expects all staff and volunteers to actively support this commitment.
Diabetes UK recognises and respects the value and diversity of all.
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