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Supporter Care and Database Manager

Katharine House Hospice
Closing date
5 Nov 2021

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Contract Type
Full Time
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Supporter Care and Database ManagerFull Time- 37.5 hours per weekSet in beautiful, landscaped gardens, Katharine House Hospice couldn't keep making such a difference in our local community without experienced and dedicated staff and volunteers.All staff benefit from:generous holiday entitlement of 27 days per year, plus bank holidaysa contributory pension schemeopportunities for training and developmentfree on-site parking.Working together with the fundraising, marketing and retail teams, you will have excellent interpersonal skills with experience in managing a supporter/customer care function. You will ensure excellent supporter administration processes and procedures are in place to ensure timely donation handling and thanking, and the accurate management of lottery, gift aid and direct debit administration and reporting.This role is also responsible for the management and care of the fundraising database and data reporting requirements by charity colleagues and will lead on ensuring high quality supporter care is provided to our voluntary income supporter audiences.If you are a strong team worker with an ability to motivate others, please apply today.How to ApplyPlease go to our website to download the job description and equality and diversity form and apply with CV and supporting statement of no more than one side A4 outlining your motivations and suitability for the role, and how your experience meets the role requirements.JOB RESPONSIBILITIESPlay a proactive role as part of the fundraising management team. Contribute to the overall income generation strategy, to develop and deliver a coherent and compelling supporter care and database strategy. Deliver operational plans and budgets to ensure outstanding supporter care to supporters.Manage and motivate the supporter care and database team, identifying and resolving operational issues and taking responsibility for staff performance, setting priorities, and managing performance through the development of work plans and 1:1's.Build an internal culture focused on supporter experience to increase the lifetime value and retention, delivering effective stewardship to aid in the acquisition, retention and development of Katharine House supporters.Work with the Supporter Care and Database Manager to ensure efficient supporter engagement procedures and processes, making effective use of the CRM database.Ensure the Supporter Care team are the first point of contact for our community, dealing with donations and all types of query.Ensure accurate and timely donation and gift aid processing, ensuring delivery of SLA's.To develop and improve our supporter communications via process improvements and trainingLead on lottery administration, ensuring weekly draws and gaming board administration are accurately completed, and processes for new and lapsed players are well managed.Working together with the Supporter Engagement Manager, ensure legacy estates are administered with timely correspondence to executors to receive legacy income.Ensure excellent data management and reporting, keeping the fundraising managers and SLT updated on supporter analytics, data reporting, new trends, processes and technologies.Working with the Senior Database Officer provide timely data selections for fundraising and marketing purposes.Working together with the Finance Department, produce income reports and ensure figures balance between the CRM database and financial systems.Working together with the Supporter and Community Engagement Managers and Retail Manager to promote and develop the Gift Aid scheme to maximise claims and ensure the hospice adheres to HMRC requirementsTeam WorkingSupport the fundraising team as an effective team member, contributing to development through collaboration and proactively participating in progress reviews, team meetings and team building.Promote and contribute to a co-operative working ethos with other KHH teams to maximise effective working throughout the charity and across the hospice.Participate in promoting and developing the work of KHH through effective marketing of the vision and ideals of the organisation to external audiences.Other ResponsibilitiesSafeguarding is everyone's responsibility. We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. As an employee, you are expected to follow the hospice's Safeguarding Policies and report any concerns in accordance with those policies.Keep up to date with sector trends and feed this into team planning.Maintain confidentiality and data protection regarding all personal information and hospice activity.Grow knowledge and maintain awareness of sector trends, ensure best practice and adherence to relevant fundraising and marketing codes of practice and legislation, including GDPR.Undertake other tasks reasonably requested by your line manager, as appropriate.
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