Senior Manager, Supporter Journeys

The Children's Society
10 Jan 2018
08 Feb 2018
Contract Type
Full Time
Senior Manager of Supporter JourneysPermanent35 hours per week£39,000 per annumFlexible working availableEdward Rudolf House, LondonThe Children's Society has been helping children and young people in this country for over 130 years. We run local services that support children when they are at their most vulnerable and in desperate need of help. We're there for children, every step of the way. We are currently looking for an expert in customer or supporter journey planning, strategy and delivery to join our dynamic, ambitious team. This role sits within the Supporter Experience Team and works cross-directorate to lead on and embed a new supporter journey framework that increases Lifetime Value across all 3 major areas of money, time and voice, increasing engagement levels and driving up supporter satisfaction. A key part of this role will be to ensure that we are talking to the right people, at the right time, about the right things delivered in the right way, to provide the best supporter experience that we're able. You will provide strategic support to teams across the organisation by providing a framework that delivers planning aids for the development of new Supporter Journeys using supporter segmentation data and new commissioned insight. Sitting outside of teams which are accountable for any of the singular feeder metrics to LTV, i.e. money, time or voice, you will be in a unique position to offer an objective view and ensure that strategic decisions are enforced to increase LTV and supporter satisfaction from a bias free perspective which champions the voice of the supporter.In order to be successful in this role, you should have: Experience: -Experience developing customer journey mapping to increase value across time, money and voice-Substantial experience in an equivalent supporter engagement or marketing environment, with a clear track record of delivering successful audience-focused programmes across a broad mix of channels and techniques-Understanding of supporter value and database segmentation strategies-Broad understanding of consumers across a range of sectors -Significant fundraising and/or commercial income generation-Customer mapping methodologies-New proposition development-Project management-Excellent and applied knowledge of strategic planning and product development.-Understanding of human psychology and nudge theory-A strong ability to commission the right data and insight to drive strategic decisions.-Social media marketing knowledge and testing-Budget management and financial modelling-Qualitative Research-Creative facilitation/ideation-Change managementThe Children's Society runs over 100 local services that help thousands of young people who desperately need our support, and we campaign to get laws and policies changed to make children's lives happier and safer. Every day we're changing the lives of children in this country for the better - and with your help, tomorrow we can be there for even more. The closing date for applications is 11pm on 23rd of January. However, interviews will be held on a rolling basis as and when suitable candidates come through and we reserve the right to recruit into the role before the closing date, should the right candidate come along.