Job Title: Supporter Care Manager Charity: St Nicholas Hospice Care Salary Range: £35,789 to £42,543 d.o.e Contract: Permanent, Full-time Location: Bury St Edmunds HO/hybrid (circa 3 days a week in the office) Deadline for applications: 22nd November About the St Nicholas Hospice Care St Nic's is a welcoming place where someone with a life-limiting condition can get the specialist care, emotional and practical support they need.
We're here to enable people to have a good quality of life, for as long as possible.
That might mean managing pain and other symptoms; giving personal care; providing physiotherapy to keep someone mobile; offering counselling to work through difficult emotions; or arranging special activities to make all-important memories with loved ones.
We look after people on our ward or wherever they call home – whether that's their own home, living with family, or in a care setting.
We look after their family and friends too, because when someone is facing the end of their life, it affects everyone around them.
We can offer practical help when caring for a loved one, answer difficult questions, or just be a listening ear in the hard times.
Background Information The Supporter Care Manager is part of the Fundraising team that sits within the Income Generation Directorate.
This role is key to ensuring existing, new and potential supporters of the hospice receive the same level of outstanding care as our patients and families.
Job Summary Maximise income by delivering high quality donation processing, supporter care and donor journeys, in order to increase the lifetime value of all new and existing supporters through an excellent supporter experience enabling them to feel valued and appreciated.
Lead the development, planning and delivery of a sustainable outsourced lottery program that delivers against income and ROI (return on investment) targets.
Oversee the management and continuous optimisation of the CRM System (Donorflex) which incorporates all data for fundraising, communications and engagement purposes.
Understand and analyse the database to enable specific segmentation to occur enabling expenditure to be minimised and income maximised with mailings, campaigns, etc.
Role Responsibilities Strategy Contribute to the development and implementation of the Hospice's wider income generation strategy, with specific responsibility for developing growth plans for the lottery income stream alongside the development and delivery of an integrated supporter care plan designed for income optimisation.
Critically evaluate the viability and efficiency of existing lottery and supporter care activities.
Proactively scope and horizon-scan to introduce new opportunities that increase supporter engagement and income processing efficiencies.
Maintain up to date knowledge of lottery and supporter care trends, opportunities and risks.
Carry out specific market research projects, as directed by the Interim Deputy Director of Income Generation.
Operational delivery Accountable for the development and delivery of all operational plans across lottery management and the Supporter Care team, including delegating to 2 direct reports., Supporter Care officer and Income Processing Officer.
Our lottery is in the process of being transferred into the care of a 3rd party agency.
The successful candidate will be part of the hospice team ensuring a seamless transition to the new way of working.
Post transition ensure all lottery activity is well-managed, delivered within budget and achieves income targets.
Develop, implement and continuously evaluate supporter care processes to ensure an excellent supporter experience at all times.
Be the Donorflex expert and import data from other platforms ensuring information is captured and updated whilst also ensuring that processing and thanking systems are in place.
Be the key contact person with Donorflex building a strong relationship with the account manager, attend their training as appropriate as well as conferences.
Build DataStream templates for importing data and manipulate spreadsheets.
Create and keep updated procedure manuals, protocols and processes that ensure and the supporter care team use and understand them so that the database contains high-quality, up-to-date, consistent, relevant data.
Ensure Gift Aid opportunities are maximised to increase income and ensure we are complaint with all related HMRC declarations, etc.
Liaise closely with finance team regarding the claims process.
Ensure the successful and timely delivery of data selections and regular imports, to consistent and high standards.
Deliver appropriate data reports that support the analysis of fundraising performance, supporter journeys and key performance metrics.
Devise and deliver a monthly dashboard of activity for other fundraising managers.
Oversee on a daily basis GDPR practises, making sure that they are maintained within the team.
Facilitate ongoing training and development for the team on Donorflex to so that data is consistently uploaded ensuring that all opportunities within the database are maximised to support fundraising strategy and supporter experience.
Be responsible for setting and managing budgets, targets and KPIs.
Maintain accurate financial records for lottery fundraising activity, continuously monitor progress, and take remedial action as required.
Ensure supporter data is held securely and robustly, in line with DPA legislation and fundraising best practice, and is supportive of how we gain insights and work towards a 'single supporter view'.
Ensure that effective and efficient lottery administration processes and systems are maintained in line with Fundraising Regulator best practice, data protection and other legislative requirements.
Keep abreast of all developments in legislation and regulatory control which cover lottery fundraising activity.
Ensure the 3rd party lottery company work to agreed standards and income targets, monitoring performance and compliance to the contract.
Provide management information and analysis to the Interim Deputy Director of Income Generation and/or Director of Income Generation, as requested.
For a copy of the job pack containing full role information including details on how to apply please contact us via this job post.