WORLD ANIMAL PROTECTION
UK OFFICE
JOB DESCRIPTION
Job Title:UK Supporter Care Manager
Department:UK Operations
Reporting to:UK Deputy Director & Director of Operations
Line Reports:Supporter Care Coordinators (x2); UK Administration Assistant
Other Key Internal Stakeholders: UK Marketing & Fundraising Teams; UK Campaigns Team; UK Database Operations Team; International Programmes & Fundraising Teams
Background & Context
World Animal Protection exists to tackle animal cruelty across the globe. We work directly with people and organisations that ensure animals are treated with respect and compassion.
World Animal Protection UK is one of 17 country offices thatraises funds, campaigns and works to combat the world’s most intense and large-scale animal welfare issues. The UK office is the largest Country Office in terms of its overall income contribution, supporter base and staff numbers.
Main Purpose of the Role
The UK Supporter Care Manager is responsible for the management and delivery of World Animal Protection’s UK’s Supporter Care team, ensuring that high standards of supporter care are maintained and are contributing to the effective retention and development of World Animal Protection UK’s supporters.
Key duties & responsibilities
Service Quality
•Develop and maintain robust service standards and KPIs relevant to all supporter care activities
•Work with the Fundraising Marketing Team (especially Acquisition, Retention and Development and Data) teams to research and develop new ‘welcome’ and retention approaches which can be implemented within the Supporter Care team
•Enhance donor relationships and contribute to improving levels of donor retention
•Develop innovative ways that Supporter Care can contribute towards overall fundraising targets and objectives
•Work with the UK Marketing and UK Campaigns & Communications teams to develop new initiatives that help increase supporter engagement and loyalty and that contribute positively to supporter stewardship initiatives
•Maintain day to day management oversight and co-ordination of the UK Gift Aid process and operation, acting as a reference point for staff and supporting the UK Deputy Director in ensuring compliance with all relevant regulation
Supervisory/Line Management
•Line manage, motivate and inspire the Supporter Care team and the UK Administration Assistant
•Ensure that the Supporter Care team is sufficiently resourced to meet peaks in service demand
Service Effectiveness & Reporting
Report on agreed service quality targets, developing systems to monitor and measure work volumes and performance
•Ensurethat effective reporting systems are in place to provide relevant management information to feed into departmental performance reviews and for the purposes of regulatory reporting
•Ensure that efficient and timely systems are in place to provide supporter-focused input and advice to the Fundraising and Marketing team during appeal and campaign development and that post-appeal/campaign feedback is provided
•Work with the UK Database Manager to ensure that all donation methods processed via Supporter Care comply with agreed process and advise on new developments where necessary
•Provide regular and consistent service reviews for Supporter Care to the UK Deputy Director & Director of Operations and Director of Fundraising and Marketing, working together and leading on new service developments where identified
•Develop and maintain key relationships within both the UK and International offices to ensure that supporter communications about World Animal Protection’s work are as relevant and accurate as possible
Line Management & Team Structure – World Animal Protection UK Operations
WORLD ANIMAL PROTECTION
UK OFFICE
PERSON SPECIFICATION
SUPPORTER CARE MANAGER
E =Essential
D =Desirable
Experience/Skills/Knowledge
•Substantial experience in a supporter services/customer services role at supervisory or management level, preferably within a not-for-profit environment(E)
•Proven experience of developing and managing against service standards (E)
•Previous experience of using relevant CRM and communications technology to enhance and streamline supporter engagement and management (E)
•Supervisory or line management experience (E)
•Experience of working within a charity direct marketing operation (E)
•Experience of working with donation processing/fulfilment agencies (E)
•Good knowledge of Data Protection legislation and how it affects a direct marketing operation (D)
•Good knowledge of the Gift Aid scheme and previous experience of working with it in a similar environment (E)
•Possess a genuine passion for the charity’s cause (D)
•Knowledge of animal welfare/protection issues (D)
•Good knowledge of the Raiser’s Edge database (D)
•Knowledge of Salesforce database (D)
Abilities
•Able to produce and analyse information and summarise it effectively for management reporting
•Excellent time management
•Highly developed communication skills – verbal and written
•Ability to think strategically and identify ways in which supporter experience might be improved in order to retain and develop the UK Supporter base
•The ability to judge the appropriate style, tone and level of content for communications
•Effective staff management and motivational skills
•Proactive approach to service development
•Good team working
•Adaptable and flexible