We are a multi-award winning, creative and innovative organisation, with an ambition to make our mark in the mass marketing arena. We’re looking for an experienced direct marketer who is proactive, passionate and creative in their approach and who believes in creating a personal and rewarding experience for the UK public to make a difference to the lives of the world’s most vulnerable children.
The Senior Individual Giving Manager is responsible for the delivery of three key Individual Giving areas: Individual Giving Retention, Challenge Event & Community Fundraising and Supporter Care. They will oversee critical campaigns and a stewardship retention programme via a range of direct marketing channels, in order to drive income and achieve our strategic objectives. They will also work closely with the Head of Acquisition & Individual Giving to shape our Individual Giving strategy, and will be responsible for the ongoing monitoring, continuous improvement and success of campaigns that provide low risk, unrestricted income - crucial to our future growth as an organisation.
If you share our values and believe that children’s lives should not be torn apart by war, we want to hear from you.
Your role
You will have a significant impact on our fundraising activity and be at the forefront of shaping our interactions with the general public, by helping to create and then leading on the implementation of our Individual Giving Strategy, leading on the implementation of our Challenge Event & Community Fundraising programme, and overseeing our Supporter Care function. You will provide line management to the Individual Giving Manager, Challenge Event & Community Fundraising Manager and Supporter Care & Individual Giving Assistant, ensuring excellent levels of stewardship are delivered to our donors and supporters at every interaction.
You will be experienced in direct marketing – creating compelling propositions and content, able to plan and carry out sophisticated stewardship journeys, whilst ensuring there are robust systems and processes in place to execute superb supporter care.
You will work closely with the Acquisition team to ensure activities are optimised and integrated at all times. You will have a strong campaign management approach (from planning to evaluation) and be responsible for the ongoing monitoring, continuous improvement and success of each campaign your team delivers – using data and insights to shape future planning and the growth of the Individual Giving programme.
Your responsibilities:
- To provide first-rate line management to your line reports in the Individual Giving team. You will model excellence in management that will result in your team thriving in their roles and developed to achieve their best, with high standards of performance and behaviour, whilst maintaining high levels of wellbeing. As a senior member of the Supporter Engagement team, you will model these high standards of performance and behaviour to support the Head of Acquisition & Individual Giving and Supporter Engagement Director.
- To oversee the delivery of War Child’s Individual Giving supporter retention programme, including cash and emergency appeals, warm telemarketing (upgrade, reactivation and C2C), welcome journeys and a series of engagement communications across the year, providing feedback on copy and creative, as well as providing sign-off on data selections and briefs for Individual Giving. Our multi-channel approach requires a good knowledge of telemarketing, email, SMS and direct mail, as well as KPI monitoring, analysis and learning for the continuous improvement and success of the programme. You may also be required to carry out some Regular Giving acquisition activity as needed.
- To lead, alongside the Senior Acquisition Manager, on ross-organisational Data project, with the objective of maximising on currently underutilised data opportunities from across the organisation, ensuring that all roads ultimately lead to regular giving.
- To work closely with the Head of Acquisition & Individual Giving, and the Acquisition team, to ensure all campaigns and supporter journeys are well planned, joined up, and motivate potential and existing supporters with a personalised and rewarding experience. This includes the planning and overseeing the delivery of strategic supporter journeys, and creating new processes to ensure maximum effectiveness and efficiency across the programme.
- To oversee our Supporter Care function, including leading on all call handling and complaints process training, overseeing our refunds process and people in vulnerable circumstances policy, and ensuring all SLAs are met. You will also be required to manage some elements of our Legacy fundraising programme (including admin, stewardship and acquisition activity) as needed.
- To oversee our Challenge & Community Fundraising function, including the planning and delivery of core events, the acquisition of new fundraisers and the stewardship of existing fundraisers. You will provide feedback on copy and creatives and ensure all SLAs are met. You will also work closely with your line report, the Challenge & Community Fundraising Manager, to maximise the income potential of supporters through exploring new opportunities and ensuring excellent levels of supporter care and thorough results reporting.
- Deliver on annual income targets for each function you oversee, monitoring income and expenditure for each campaign and providing regular progress reports and updates on performance to the Head of Acquisition & Individual Giving and the Leadership Group as required. This includes reporting on Supporter Care SLAs and processes.
- Draw on fundraising knowledge and expertise to support the Head of Acquisition & Individual Giving on the development and implementation of the department strategy, including making key recommendations on targets, opportunities for growth, scale back, and spend needed, while considering the external environment / trends across the sector, audience insight and campaign learnings – helping to influence strategic decisions on future investment. budgeting and planning.
- Support the Head of Acquisition & Individual Giving on our budgeting and planning, by leading on the monthly Management Accounts process for your areas and supporting the Head of Acquisition & Individual Giving on reforecasts.
- To utilise your direct marketing expertise to maximise the potential income across every campaign you are responsible for, and to be a practitioner, modelling high standards of hands-on direct marketing and individual giving knowledge to your team.
- To ensure excellent stakeholder and agency management so that War Child is in a strong position to motivate sector specialists to engage with our brand and form long-term relationships.
- To take responsibility for updating the out of hours emergency rota for your team.
- To maintain an up to date knowledge of current activities at War Child and be an advocate of the War Child brand.
- Work closely with the Fundraising Compliance Manager and other key team members to ensure that all marketing activity is in line with compliance regulations set by the IOF, DMA, ICO, Fundraising Regulator and GDPR legislation.
- Contribute to creating a culture committed to the safeguarding of children and adults and compliant to WCUK’s Child Safeguarding and Adults at Risk Policies.
These duties provide a framework for the role and should not be regarded as a definitive list. Other reasonable duties may be required consistent with the grade of the post.
You are:
- An experienced senior fundraiser, with demonstrable knowledge of mass market channels and direct marketing principles, ideally gained within an international development or humanitarian NGO setting so you can present War Child’s work with authority.
- An experienced people manager, with a strong understanding of the principles of motivational people management and individual development, and be able to apply this confidently.
- Experienced in turning individual giving strategies covering multiple channels, products and audiences into detailed plans and activities.
- Analytically and numerically strong, and highly confident in using Excel. Able to take an evidence-led approach to enhancing performance, by analysing data patterns and trends (including the attrition of donors), and using a range of KPIs to monitor and predict performance.
- Experienced at working in a target-led environment with a proven track record of successful fundraising results, delivering against targets and income growth.
- Someone with a good working knowledge of best-practice Supporter Care and Challenge & Community principles and stewardship, and a passion for delivering excellent service to donors and supporters.
- Highly experienced at using a relational database to support and report on fundraising activity, using insight and analysis to identify opportunities and make strategic decisions.
- Experienced in critically evaluating activities to achieve strategic priorities and maximise their effectiveness.
- An excellent copywriter who is passionate and experienced at crafting compelling direct marketing copy for Individual Giving donors.
- Someone with a good understanding of the principles of fundraising regulation and GDPR, and its implications for fundraising policy and practice.
- An excellent communicator and relationship manager with strong networking skills at senior levels, internally and externally.
- An excellent multitasker who can prioritise a demanding and varied workload efficiently.
- Highly self-organised, process driven, proactive and have an excellent eye for detail.
- Willing to work outside of normal working hours where needed, in response to emergencies.
All candidates for roles based in London are required to have the right to work in the UK.
