Single Customer View Manager

National Trust
18 Mar 2017
17 Apr 2017
Contract Type
Full Time

This is an incredibly exciting and dynamic time for the National Trust, already one of the UK’s most iconic brands. The impact of your work will resonate throughout the Trust, moving us ever closer to our vision of becoming a truly supporter-centric and insight-led organisation.

We are bringing a new team together - encompassing our single supporter (customer) view database, our Adobe Campaign team, analytics, continuous surveys and ad hoc audience research - all highly talented experts in their fields. Our vision is to bring together all of the insight on our audiences - from behavioural to consumer research - so that we can understand how to build deeper emotional engagement with our supporters. We want to help the organisation take our audiences on a journey from unaware to engaged with our cause - through deep understanding of where attitudes and values meet behaviour.

We have a large group of stakeholders who are hungry for the insight we as a team can provide - and we’d love to provide that in a creative, interesting and highly visual way. We need a leader for our Single Supporter View.

What it's like to work here

The National Trust's award-winning central office is a remarkable example of innovative and sustainable building construction. Designed by Feilden Clegg Bradley Architects in 2005, this architectural gem uses timber from our woodlands and wool from Herdwick sheep grazed on Trust farmlands, to help make Heelis a unique working environment.

What you'll be doing

The SSV (Single Supporter View) Manager will report to the Head of Supporter Data, and will have two direct reports. Our SSV data covers all membership, fundraising, holidays, digital, legacy, event and volunteer activities, as well as other sources in the pipeline.

You’ll be a passionate advocate for the power of the SSV, and you’ll be a coach and mentor to your team. You’ll proactively engage with stakeholders across the organisation - from properties to the digital team to programme managers so that you understand requirements, and you can recommend the roadmap for the SSV, and lead its implementation, working in close partnership with IT. You’ll recommend continuous improvements in processes, in data quality and management, and you’ll develop guidelines and material to support this. This is a hands-on role, where you’ll work in close collaboration with your team-mates - especially the data scientists and the team running Adobe Campaign.

Who we're looking for

Coming to us from a similar role, you are a strong influencer, an organiser, planner and problem solver. You’ve got a strong delivery focus, you are proactive at managing issues, you challenge assumptions and present credible new approaches to solutions.

You’ve got extensive knowledge of developing and maintaining membership or customer relational databases, and you understand and can use data management and data processing tools and techniques e.g. SQL, data blending, master data management. Ideally, you’ve got knowledge of data flows within a complex IT infrastructure across different technologies and data architecture. You are able to translate business requirements into technology and data solutions for customer insight, campaign management and KPI measurement.

And, of course, you’ll be just as passionate as we are about this exciting chapter ahead.

The package

Salary range: £45,000 - £55,000 commensurate with experience

Looking after you

  • Health cash plan - from as little as £2.81 per month for you and your dependents
  • Pension contribution match up to 10%
  • EAP and proactive Health and Wellbeing
  • Discounted gym membership

Looking after your career

  • Grow your career through professional training courses across the Trust
  • Develop your skills with an internal secondment
  • Pay review linked to values and behaviours, commitment to progression
  • Income protection due to illness

Unique to Us

  • Work in some of the most beautiful, iconic and unique locations in the UK
  • Free entry to NT properties for you, a guest and your children (under 18)
  • 20% off in our retail and catering outlets
  • Discount up to 35% off a National Trust holiday cottage booking