Job Title: Donor Acquisition Manager
Salary band: circa £40k
Hours: 35 hours per week
Tenure: Full time, permanent
Reporting to: Individual Giving Manager
Direct Reports: None
The Donor Acquisition Manager is a key post within the individual giving team. The post holder will be responsible will be responsible for the project management of a range of donor acquisition activities, with a focus on recruiting new regular giving and cash supporters, across a variety of channels - including Door to Door, Private Sites, Lotteries, Direct Mail, Telemarketing and Digital.
The main duties are as follows:
- Develop, monitor and manage the Individual Giving Acquisition budget in line with objectives and KPIs, reporting to the Individual Giving Manager on income and expenditure and highlighting variances in a timely manner and in line with budget timescales.
- Monitor monthly income and expenditure across the Acquisition programme, making sure information is accurate and reconciled where necessary.
- Update Acquisition reports using key metrics and KPIs as agreed with the Individual Giving Manager.
- Monitor and evaluate all acquisition activity and make recommendations to improve future activity and feed into longer term strategic plans.
- Manage the face-to-face and all other off-line and online donor recruitment channels.
- Build and develop successful partnerships with external suppliers and manage their performance.
- Train, and monitor the performance of, face to face and telephone agencies’ fundraisers. In particular to ensure that any fundraisers working on behalf of Independent Age adhere to and comply with IOF and industry best practice and standards.
- To be the first point of contact for any complaints relating to activity carried out by fundraisers acting on our behalf. To follow the fundraising complaints process and procedure and liaise with the relevant fundraising agency.
- Develop training materials in order to deliver engaging and motivating training to our agency fundraisers.
- Work with external creative agencies/freelancers as well as our Communications team to produce engaging recruitment and welcome materials.
- Proactively ensure all materials produced are accurate and compliant with relevant data protection and gift aid legislation.
- Work closely with the database and finance teams to ensure that all data and income generated through acquisition activity is recorded in an accurate and timely manner.
- Be pro-active in undertaking regular competitor reviews, in contributing to product development and innovation, and in attending fundraising networking groups, including PFRA user panel meetings.
- Undertake all activities in line with best practice standards and processes as set out by the Institute of Fundraising and industry regulatory bodies.
- Keep abreast of all developments in direct marketing fundraising legislation and regulatory control.
- Work collaboratively with the appropriate colleagues in the organisation such as digital and marketing, media and PR, Services, IT, finance and campaigns.
- Keep up to date with sector trends and market developments.
Our fundraising with individuals will be based around the following supporter principles:
- Independent Age will provide its supporters with clear, honest information on the work of the charity and will report openly on its activities.
- We will manage the donor’s information responsibly and respect donor privacy and preferences.
- We will comply with the Charity Commission, UK and EU law in every respect.
- We will protect the interests of donors – or potential donors – who may be vulnerable, though we will respect the right of individuals with capacity to make decisions about their charitable giving.
- We will respond promptly to complaints and do our best to address their causes.
Job descriptions cannot be exhaustive and so the post-holder may be required to undertake other duties which are broadly in line with the above key responsibilities.
Independent Age is committed to equality of opportunity and of eliminating discrimination. All employees are expected to adhere to the principles set out in its Equal Opportunities Policy and all other relevant guidance/practice frameworks.
EDUCATION AND QUALIFICATIONS
- Degree-level qualification and/or suitable accredited fundraising or direct marketing qualification such as Diploma in Direct Marketing
EXPERIENCE AND KNOWLEDGE
- At least two years’ experience of managing face-to-face fundraising campaigns and at least two other recruitment channels
- A strong working knowledge of face-to-face fundraising techniques, such as door-to-door and private site fundraising;
- A good working knowledge of other regular giving acquisition techniques and mechanics, such as telephone fundraising;
- Experience of managing donor acquisition income and expenditure budgets across a variety of offline and online media
- Track record of successfully setting and delivering to clearly defined objectives and KPIs.
- Demonstrable experience of budgeting and forecasting income and expenditure budgets.
- Proven problem solving and decision making skills with a track record of using good judgment to make decisions that lead to positive outcomes.
- Excellent standard of computer literacy, especially with use of spreadsheets / MS Excel as well as understanding of customer-relationship management systems (ideally ThankQ).
- Proven experience of working constructively and collaboratively with internal teams.
- Track record of successfully managing external suppliers including drafting and issuing briefs, managing the production of creative and copywriting and negotiating costs.
- Good report writing skills including the ability to deliver clear and concise written communications for a range of audiences.
- Calmness under pressure and an ability to manage and prioritise a varied workload whilst working to tight deadlines.
- Robust and up-to-date knowledge of the legal and regulatory environment (including all guidelines relating to direct marketing, public solicitation of donations and data protection).
- A passion for customer experience.
- Knowledge or experience of ThankQ.
- Experience of writing fundraising copy.
- Experience of positively embracing and adapting to change by identifying, leading & managing change in line with organisational objectives.
- Experience of interacting with older people.
SKILLS AND ABILITIES
- Ability to engage effectively with key internal and external stakeholders both in person and via telephone/email across a variety of levels and disciplines including Heads of department, service users, volunteers and members of the public.
- Excellent interpersonal skills.
- Excellent verbal and written communication skills.
- Good IT skills including use of Microsoft Office packages.
- Ability to collaborate effectively within a team.
- Ability to work cross-functionally and to secure resources and support from people in different Directorates.