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Supporter Experience Manager

Greater London (Hybrid)
£38,857 per year
Job description

The Talent Set are delighted to be working with Pancreatic Cancer UK to find their Supporter Experience Manager.

The charity offers a flexible working environment, with hybrid working from their London office.


As Supporter Experience Manager, you will help us to champion and improve audience experience across the charity, including our support services, fundraising, campaigns, and marketing activity. You’ll focus on mapping, developing, managing, and analysing a matrix of multi-channel journeys with the overall goal of increasing impact, deepening engagement and loyalty, and driving up income.

You will be reporting into the Senior Marketing Manager and will work closely with teams across the organisation to showcase key insights and make actionable recommendations, considering how objectives, content, channels, and targeting can best be used to optimise the audience experience.


Key Responsibilities:


·       Audit all our current audience journeys, identifying the key KPIs for each and analysing how well the journeys are achieving their aims.

·       Use data analysis to identify where audiences experience could be improved (e.g. overlapping communications, pain points) and highlighting where good practice exists.

·       Prioritise journey development based on organisational goals and impact vs input, balancing quick wins with longer-term improvements.

·       Working with teams across the organisation, showcase key insights and make actionable recommendations to both our journey matrix and individual journeys, considering how objectives, content, channels, and targeting can best be used to optimise the audience experience.

·       Contribute to, and help to implement, new processes so we can better plan and manage individual journeys, as well as our journey matrix.

·       Run workshops, training sessions and consultation meetings where appropriate that help teams to make journey improvements and transition to a more audience-centred way or working.

·       Influence internal stakeholders to see the benefit of leaving behind a product-only mindset and expanding their view to better meet the needs of our different audience segments.



Person Specification:


·       Experience of working in an audience experience-focussed role in a similar sized organisation - mapping, planning, measuring and optimising audience journeys.

·       Experience of working within a marketing team to deliver communications and creative content to range of audiences across a range of channels.

·       Experience of analysing various forms of audience insights to develop tangible actions for teams to apply to individual journeys, as well as the journey matrix.

·       Experience at championing the audience voice and encouraging teams to shift to a more audience-centred way.

·       Experience of creating and improving processes to better plan, manage and evaluate audience journeys.

·       Strong project management skills with the ability to work with cross[1]functional project groups and programmes.

·       Excellent interpersonal skills with the ability to build good working relationships with, and influence, internal and external stakeholders.

·       Excellent data literacy and numeracy skills.




To be considered for this position please apply with your CV as soon as possible, regrettably please note we may not be able to reply to each and every application.

We are committed to diverse and inclusive recruitment practises that ensure equal opportunity for everyone, regardless of race, sexual orientation, mental or physical disability, age or gender. We encourage applications from all backgrounds and will happily make reasonable adjustments to always ensure a fair process.

Posted by
The Talent Set View profile Company size Size: 1 - 5
Posted on: 09 April 2024
Closed date: 26 April 2024 at 23:59
Tags: Communications, PR, Fundraising, Marketing, Digital