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Supporter Experience Officer

  • Location

    London

  • Sector:

    Operations, Admin & Support

  • Job type:

    Permanent

  • Salary:

    £20k - 27k per year

  • Contact :

    zach.stuhldreer@harrishill.co.uk

  • Contact phone:

    020 7820 7332

  • Job ref:

    HQ00038488

  • Published:

    24 days ago

  • Duration:

    Permanent

  • Consultant:

    Zach Stuhldreer

Harris Hill are delighted to be working exclusively with Muslim Aid, a fabulous international relief and development agency in their search for a Supporter Experience Officer.  

The successful candidate will play a pivotal role in making the organisation more data and insight driven in the way they fundraise and communicate with supporters. The team will take a lead in mapping supporter journeys by using a data driven methodology to ensure that the organisation are implementing insights to improve the way they engage with supporters.   

The main responsibilities of the role:  

Supporter Journey

  • Maximise retention of existing supporters and grow the long-term value of the supporter base
  • Maximise the effective use of insight, data and knowledge in building and maintaining long-term relationships with supporters
  • Through research, testing and analysis, create new supporter journeys to increase engagement and improved income generation
  • Research and keep up to date with current market trends in supporter relations and engagement

Supporter Care

  • Provide first class supporter care and stewardship through personalising and valuing donors, fundraisers and volunteers
  • Ensure that all teams are enabled and empowered to identify opportunities and resolve issues to improve supporter care, loyalty and supporter retention
  • To lead and embed a vibrant data culture amongst the fundraising and communications teams, enabling fundraisers to grow income through improved supporter relationship management by using the fundraising database (ThankQ)
  • To formulate, design and coordinate the production of stewardship materials
  • Working flexible hours during peak campaign times

The successful candidate will have the following skills or experience:

  • Educated to A level standard or equivalent
  • Significant supporter/customer care experience obtained from the commercial or charity sectors
  • Customer Relationship Management (CRM) database experience
  • Experience of coaching or training staff in customer service training (desirable)
  • Experience of devising complex data segmentation and hierarchies for supporter communications (desirable)
  • Experience of using digital marketing to enhance supporter engagement, development or to drive response (desirable)

If interested please do not hesitate to send in your CV and a brief covering letter outlining why you would be suitable for the role.  

Please note due to the high volume of applicants, only candidates that are successful will be contacted.