Head of Supporter Experience

The Head of Supporter Experience will lead two critical teams who all contribute to delivering Supporter Experience; the Supporter Operations function which include both Supporter Relations & Fundraising Operations, and the Supporter Engagement & Journeys team.

Client Details

If nothing changes, one in two of us will be directly affected by dementia - either by caring for someone with the condition, developing it ourselves, or both. As the UK's leading dementia research charity, Alzheimer's Research UK (ARUK) are determined to stop this from becoming a reality. They are working to revolutionise the way they treat, diagnose and prevent dementia. But they will not stop there. With your support, they will keep going until every person is free from the heartbreak of dementia. They are here to find a cure.

Description

You will champion, design and oversee the implementation of a personal, relevant and tailored experience - either through direct responsibilities or through influence, coaching and inspiring colleagues across the organisation to ensure they are delivering on brand and supporter experience principles consistently across all supporter touch points and communications.

Key responsibilities include:

Lead and own the Supporter Experience Transformation Programme, providing strategic leadership which enables the successful implementation and ongoing integration of the Supporter Experience strategy across the organisation to achieve its long-term goals.

Develop a high performing Supporter Experience team, creating synergy and consistency across supporter relations, operations and supporter engagement (journeys and loyalty comms).

Coach and inspire colleges across the organisation, working collaboratively to embed supporter principles and journey frameworks to support the delivery of ARUK's objectives within time, money and voice, leading for a holistic and joined up experience, and moving way from product/ audience silos.

You will be responsible for ensuring Fundraising Operations are integrated, automated, compliant and efficient, not just within your own teams, but also across all of fundraising, marketing, communications and engagement.

Lead the Supporter Experience team, ensuring clarity of team purpose and vision, and driving high performance at all levels, and ensure the team is structured effectively for high performance and delivery of growth plans.

Profile

A successful Head of Supporter Experience should have:

• Significant experience of martech tools and the design and implementation of supporter/customer journeys within these tools.
• Experience of successfully managing teams through change and transformation.
• Experience of driving a high-performance culture through clear accountabilities, objective setting, performance management, coaching, feedback, and development.
• Demonstrates high levels of knowledge and practical implementation of fundraising/marketing compliance.
• Exceptional leadership and influencing skills, with the ability to build strong relationships with senior stakeholders and motivate cross-functional teams.
• Experience of audience insight and segmentation principles and use of data and CRM systems to develop supporter journeys and measure and evaluate success. Experience of Salesforce, Marketing Cloud and Data 360 would be an advantage.
• Ambitious, innovative, creative, target-driven and self-motivated.

Job Offer

• Competitive salary c 70,000.
• Comprehensive benefits package.
• Opportunities to make a significant impact with a leading UK charity.
• Supportive and collaborative work environment in Cambridge.
• Hybrid and flexible working
• Permanent position offering stability and career growth potential.

If you are ready to take on this exciting Head of Supporter Experience role, apply today!