Director of Supporter Operations and Database Services

Living Planet Centre Woking, Surrey

circa £73,000

The WWF organisational strategy requires increased growth in our support for WWF’s mission across the key goals (thriving habitats & species, polar & climate, food, fight for our world, growing support) of our strategy. To achieve this growth increased income generation is required to deliver a trajectory to £100m by 2024+ this requires a substantial step change in income and supporter growth.

The Supporter Operations and Database Services function is central to the new Income Generation Strategy. Our supporters are at the very heart of what we do. The Supporter Operations unit focus on engaging and inspiring them to continue their journey with WWF. They handle supporter enquiries, process their donations and share their feedback. Their goal is to build personalised relationships and to do what matters to our supporters.  Supporter Operations is comprised of two units: Supporter Care and Income Processing. 

Supporter Care is the first port of call for our supporters – through e-mail, live chat, letter, social media and phone. The Income Processing unit are the ‘behind the scenes’ team.  They open, sort and distribute the post for the whole organisation and handle all the written queries sent by our supporters.  They deal with all financial transactions for our supporters, key donations (cheques, cash and CAF) and handle all our Direct Debit claims as well as Gift Aid claims. 

Database Services unit focuses on the strategic development and operational management of the organisation CRM (including Fundraising) databases.  This includes various services to support the use of the functionality and data held such as fundraising selections, data management, end user support and training.

MAIN PURPOSE AND SCOPE OF THE JOB

This role leads, motivates, manages and develops both the Database Services and Supporter Operations teams.  It has direct line management for the Head of Database Services and the Head of Supporter Operations.  It is responsible for ensuring that all the people, systems and processes that manage all inbound supporter interactions are effective and engaging and responsible for the people, systems and processes that manage all inbound supporter interactions.  It is also responsible for overseeing the strategic development and operational management of the organisation CRM (including Fundraising) databases. 

As well as leading and motivating Supporter Operations and Database Services teams you will be an integral part of the WWF-UK leadership team, championing our supporters within the organisation.  

This role has 2 direct reports and is responsible for a team of over 22.  It is responsible for data quality and supporter care for over 1 million supporters and managing an expenditure budget of over £600k.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

· Leads, inspires, develops and manages both Database Services and Supporter Operations functions.  Direct line management for the Head of Database Services and the Head of Supporter Operations.

· Responsible for providing an effective and inspiring experience for WWF supporters cost-efficiently

· Responsible for the people, systems and processes that manage all inbound supporter interactions

· Responsible for developing and maintaining the WWF supporter information system to support all fundraising and engagement needs

· Responsible for administration and legal compliance of Gift Aid, direct debits and other payment methods

· Oversees the strategic development and operational management of the organisation CRM (including Fundraising) databases which includes services to support the use of the functionality and data held such as fundraising selections, data management, end user support and training

· Works in collaboration with the Director of Individual Marketing and Legacies and Director of Events and Community to ensure outstanding supporter experiences are delivered at all times through the highest quality data and care.

· Managing relationships with partner companies and organisations and maximise all opportunities to support WWF’s communications, fundraising and advocacy objectives.

· To maximise every opportunity to gain competitive advantage and work with the Supporter Income and Engagement Senior Leadership Team to ensure that all profitable market opportunities are maximised in line with the One Team approach to fundraising.

· Member of the WWF-UK Leadership team.

· Deputise for the Executive Director of Supporter Income & Engagement as required.

PERSON SPECIFICATION

EXPERIENCE, QUALIFICATIONS & KNOWLEDGE

· Demonstrable experience in leading supporter operations and database teams to outstanding results

· Significant experience of developing, monitoring and managing specified plans of work

· Extensive experience of managing and allocating financial, human and other resources effectively to meet work plan objectives

· Significant experience of supplier management and of managing contracts

· Experience of leading and managing a significant support function for an organisation with large numbers of individual customers or supporters

· Demonstrated understanding of customer service issues in a non-profit context

· Demonstrated understanding of Customer Relationship Management in a non-profit context

· Strong understanding of database systems and their application to support the business processes of a major organisation

· Demonstrated understanding of legal and compliance issues relating to charity fundraising, Gift Aid, GDPR and direct debit regulations

· Extensive in leading projects with a complex stakeholder landscape, with the presence and ability to develop and maintain mutually beneficial relationships at a senior level.

· Proven ability in creating and developing supporter care strategies and translating strategic imperatives into clear deliverables and working priorities.

· Significant experience of managing external service providers in supporter operations and database services to achieve excellent results.

· Ability to be forward thinking, results driven and provide swift problem-solving support.

· Degree or relevant professional qualification.

SKILLS AND COMPETENCIES

· Skilled at thinking critically to evaluate the success of work plans and then making changes that will enhance future performance

· Ability to inspire, manage, develop and motivate teams to achieving challenging goals through personal leadership in a variety of contexts.

· Stand by decisions, be accountable for actions and empower others to take responsibility to deliver work on time and to budget.

· Excellent organisational, planning and management skills, in particular excellent communication skills and the ability to influence effectively at all levels including trustee boards.

· Strong collaborator who is able to consider issues from a number of perspectives and work effectively cross channels, directorates and functions as well as with external parties.

· Open and honest, able to deliver difficult messages when needed.

· Excellent ability to identify key or underlying issues in complex situations making recommendations as required.

· Highly numerate with strong commercial financial management acumen.

· Champion organisational culture, bring organisational values and behaviours to life through driving and setting clear expectations and standards and being a role model.

· Excellent clarity in both written and oral communication.

· Good at building internal and external relationships and strong networks of influence.

· Ability to thrive in a fast-paced, high-performing environment.

· Vision, resilience and determination.

· Passionate about the aims of WWF-UK.

To apply please visit our website via the link and apply online

Closing Date: 01/01/2020

WWF-UK’S VALUES

WWF-UK’s values are: ‘We are courageous’, ‘We are passionate’, ‘We are collaborative’, and ‘We are guided by science and inspired by the wonders of nature’. These values should be embedded in your work and behaviour, and any associated policies and processes adopted consistently.

This document sets out key responsibilities of the role and is not intended to be an exhaustive list of tasks and duties. We reserve the right, at our sole discretion, to reasonably vary the responsibilities from time to time depending on the needs of the organisation without changing the level of the role.

We are looking for our next CEO who will lead us through the next stage of our journey: building on our success, retaining our independence and agility, securing and retaining funding sources, and ensuring internal operations and governance arrangements are fit to deliver benefits for both our clients and the continued success of the organisation. You’ll be a credible figurehead and a passionate advocate for making a difference in the field of homelessness. You’ll have a genuine passion for our work, a track record of making a difference, with strong financial skills and commercial acumen. You’ll also be a great people person and an inspirational and collaborative leader with the ability to develop highly effective partnerships, drive performance, motivate and develop a strong internal team and work with and support a highly committed board. An understanding of development would be desirable and we are open to hear from people for whom this would be their first Chief Executive position. 

Key contact

For an informal discussion and further information about this role, please contact Yvonne Frayling at Campbell Tickell. For details on how to apply please download the recruitment pack from the Campbell Tickell website

Sports & Challenges Executive

£23,500 + benefits (including 25 days annual leave, reward scheme and pension)

Leatherhead

Rainbow Trust Children’s Charity enables families who have a child with a life-threatening or terminal illness to make the most of time together, providing expert, practical and emotional support, where they need it for as long as it is needed.

About the role:

This Sunday Times Top 100 Not-For-Profit organisation is looking to appoint a Sports & Challenges Executive to develop and own a portfolio of events from our national programme. Leading on fundraising and engagement activities, you will work closely with colleagues in taking sports events to market and stewarding sports participants to maximise on each event opportunity.

Reporting to the Head of Events, you will be proactive in identifying, developing and marketing fundraising opportunities in the sports and challenge event marketplace, taking responsibility for driving and delivering agreed income and events targets.

Naturally engaging the commitment of others, you will recruit, retain and motivate sports and challenge participants to contribute to the income of the charity and raise local profile.

Location: Our new, modern Head Office is situated in Leatherhead, Surrey located just 45 minutes from London Waterloo and Victoria and 25 minutes from Guildford.  We are less than a 10 minute walk from Leatherhead Station and the town centre, with free on-site parking. Regular travel throughout London and Essex Regions is required.

What we’re looking for:

• An experienced fundraiser with an action-oriented approach – you achieve goals with a sense of urgency, high attention to detail and with event planning experience
• A compelling public speaker and negotiator – you are a persuasive and motivational communicator who stimulates others into action
• An enthusiastic networker – you appreciate, through your knowledge of managing successful events, that building rapport and developing relationships with others is essential
• Practical and outgoing – you are a self- confident and motivating team builder, you will be proactive in identifying, developing and marketing new and additional fundraising opportunities in the sports and challenge event marketplace
• Demonstrable success in meeting income and expenditure targets - you understand the importance of researching before making an approach and know when to make the fundraising ‘ask’
• Applications will be particularly welcome from those who have worked in a sports or events hands-on environment and who have managed volunteers/interns, and are educated to at least degree level (preferably with an event related qualification)
• Confident use of MSOffice and experience of using a CRM database – you are organized and produce high quality accurate work.

What we offer:

We have a range of fantastic benefits that we offer our employees. If you’d like to find out more about these benefits and working with us, click here.

How to apply:

To apply please send your CV and a covering letter highlighting why your application should be considered above others to us via the link.

For a detailed job description visit rainbowtrust org uk or call 01372-220073.

First interviews will take place at our Head Office in Leatherhead during the week beginning 16 December 2019, with second interviews being held during the week beginning 23 December 2019. We will only contact those applicants who have been successful and may close the role early if sufficient applications have been received.

Rainbow Trust is an equal opportunities employer and a Best Companies One-Star rated organisation. Registered Charity No: 1070532

Who are we?

Recently named Third Sector Charity of the Year 2018, we are a rapidly growing charity, committed to moving further, faster to accelerate change for everyone affected by a brain tumour. Brain tumours kill more children and adults under 40 in the UK than any other cancer. We know that a cure can’t wait. By recruiting a team that ‘can’, we can and will find one sooner.

Our exciting job role!

The Central Operations Officer is integral to ensuring that our community gets the very best experience from us.  From handling first communications and processing income, through to ensuring that appropriate thank you letters/emails are received, along with other communications, you will be ensure that our community are placed at the centre of all we do.

This role is full time - 37.5 hours and will be based in our Farnborough office, with some out‑of‑hours working.

What we'd like from you:

It’s simple – we’re looking for the people who ‘can’. We want the talented, the energetic and the ambitious. We need the inspired and the inspirational – the people who completely embrace our values, offer a great cultural fit and who are determined to make real and lasting change for our community. 

According to the job description you should also have proven experience of working in a busy administrative support role and an understanding of fundraising work.  You must also have the ability to deliver a consistent level of service and be able to work under pressure, often to short timescales.

If this is for you, we’d love to hear from you!

What we'd like to give you:

- Salary c.£23,000 per annum (dependent on experience)

- 25 days holiday plus bank holidays – pro rata for part-time contracts (we also close at Christmas in return for you volunteering 3 charity days per year*)

- Generous pension contribution*

- Life assurance cover*

- Employee Assistance Programme

- Loads of other great benefits, plus an amazing culture to work in, a great team and lots of fun (and cake!)

How to apply to join our amazing team:

Please apply online attaching your CV and a supporting statement explaining why you want the role, what you would bring to the team and how your skillset and experience will enable us to make a real impact for those affected by brain tumours.

Advert close date: Thursday, 19th December 2019

First interview date and location: tbc via Skype

Second interview date and location: tbc at our Farnborough Office

More about us:

Visit our website careers pages to find out more about our culture and what it’s like to be part of our amazing team: 

Don’t forget to check out our short videos (you can find the on our You Tube channel) to find out more about our culture and what it is like to work at The Brain Tumour Charity. 

Did you know that in addition to being recently crowned Third Sector Charity of the Year, we have won a variety of other awards and have been ranked a top global organisation by renowned management consultants McKinsey? Whilst we’re not boasting, we are particularly proud that our HeadSmart campaign scooped the NHS Innovation Award, a Third Sector Excellence Award and a Charity Times Award (well, maybe we’re boasting a little bit!).

For more information, please visit our website!

We reserve the right to close the advert early in the event of receiving a sufficient number of applications and may extend the advert if we don't find our perfect team mate!

We process your data in accordance with the Data Protection Act 2018 and the General Data Protection Regulation. For full details, please read our privacy policy for job applicants.

*subject to qualifying criteria