Blackfriars, Greater London (Hybrid)
Horsham, West Sussex
£39,000 per year
Permanent, Full-time
Job description

At the RSPCA, we know that we couldn’t do the work that we do without our supporters. Therefore, we want to ensure that all of our supporters have the best experience possible whilst interacting and working with us, which is why our supporter journeys are so important. 

We are now looking to recruit a permanent Supporter Journey Manager to work across our Income Generation to ensure that we deliver optimized supporter journeys, that  allow us to engage and retain supporters and to get the best, long term value from everyone that supports us.

Our Supporter Journey Manager will action individual requirements for new journeys, as well as reviewing and optimising existing journeys.

As Supporter Journey Manager, we will look to you to support and implement supporter-centric marketing initiatives and communications in order to highlight all the ways support can be given.

The post holder will lead on projects to create new journeys; all the way through from scope to implementation. 

They will ensure that the relevant teams are engaged and are working collaboratively during the project and that they are all using the agreed framework and governance.

Another key element of this role will be for the Supporter Journey Manager to monitor the performance of journeys, highlighting opportunities and potential issues and also reviewing them against SLAs and recommending ways to enhance and improve them.

The reporting element of the role will also involve working with the Insight team to review the impact of the journeys, including regular KPI reporting and life time value analysis. 

The role will be hybrid; working from our South East Regional Hub - (Southwater West Sussex) or our London Hub in Blackfriars with a high focus on remote working. Trips to our hub will be for core collaboration.

Why work for the RSPCA? 

It’s an exciting time to join us in the decade of our bicentenary as we focus on our Strategy to 2030. The RSPCA works 365 days a year, 24 hours a day rescuing all animals of all types from abuse, neglect, and injury. 

What we are looking for in you:

We think this is a great role and to add value we are seeking a match of these skills, but don't worry if you don't tick every box, we’d still love to hear from you.

  • Excellent communication skills with the ability to communicate with a variety of stakeholders

  • Proven strong influencing and communication skills

  • Demonstrable Project Management skills

  • Excellent problem solving and analytical skills

  • A proven ability to tailor communication and concepts based on the audience

  • Recent experience of fundraising concepts and activity, in particular, experience of working with Individual Giving Programmes

  • Experience of developing supporter/customer journeys

  • Experience of developing retention strategies

  • Proven experience of managing multiple projects concurrently

  • Significant analytical skills and ability to communicate insight to various audiences

  • Proven experience of implementing journeys into complex databases and or multiple platforms. 

  • Experience of using key databases to deliver cross channel journeys 

  • Exceptional stakeholder management skills

If you would like to be at the heart of improving and optimising our supporter journeys, we would love to hear from you.

Our values:

We are compassionate *  We are inspirational *  We are committed *  We are expert * We act with integrity.

What’s in it for you: 

You’ll have an opportunity to work for the largest animal welfare charity in England and Wales. 

We value and recognise our employees’ contribution and are proud to offer an extensive benefits package that includes:

Great Annual Leave benefits - All staff receive 25 days annual leave on entry rising to 30 days after five years service and 31 days after six years service plus an additional Society day around Christmas. Staff can also carry over up to five days leave to the next leave year. We also offer a generous pension scheme with associated life assurance and group income protection scheme; access to private healthcare scheme; support for professional development after qualifying period and access to our employee assistance programme. 

Flexibility in Hours 

We understand the importance of work-life balance and we offer our colleagues the flexibility to vary their location between both the office and home. Core Hours (currently being trialed) with agreement staff can work their 35 hours flexibly across Monday to Friday. Provided the core hours of 1000-1500 are covered start and finish times each date can be flexed  (prorated for part time staff) If you are looking for further flexibility, speak to us at the interview stage so that we can consider your request.

How to apply: 

To apply, please send your CV and Cover Letter to The Resourcing Team quoting reference SJM0649 by the closing date of the 8th of June 2022

Early applications are encouraged as we reserve the right to close this advert once sufficient applications have been received.

All online information and documents are available in alternative formats, including Braille and large font, upon request from the Resourcing team.

We strongly believe in being an innovative, diverse, and inclusive organisation and recognise that diversity in all of our people will help achieve that purpose and our mission more effectively. We actively encourage and seek applications from a wide diversity of candidates and in particular welcome applications from minority ethnic, black, and candidates with disabilities, who are currently under-represented at the RSPCA.

Please note we are not accepting unsolicited CVs from agencies for this opportunity.

Ending cruelty, promoting kindness and alleviating suffering to animals.


More about RSPCA

We're proud to be the oldest welfare charity around.

We were the first to introduce a law to protect animals and work hard to ens... Read more

Refreshed on: 30 May 2022
Closed date: 08 June 2022 at 23:30
Job ref: 0649
Tags: Senior Management, Management