Senior Supporter Relations Manager
Great Ormond Street Hospital Children’s Charity is one of the most loved charities in the sector. Over the next five years we aim to double net contribution to transform the lives of seriously ill patients and their families.
We are seeking an experienced leader to inspire a talented team of supporter relations executives to deliver the highest standards of great supporter care to drive engagement and LTV.
It will be a chance for you to evaluate systems and processes to implement and drive the highest levels of supporter satisfaction. Are you an ambitious change maker wanting to make your mark?
About the Team
- Exciting role for a supporter care specialist who enjoys working with fundraising stakeholders to understand the challenge of their needs, to define what a great supporter experience looks like.
- To understand the capabilities and experience of the team defining the right training and support that will allow staff to flourish to deliver against this ambition.
- To be confident in the systems and financial processes required to deliver a great support experience, working with key finance, CRM and technology leads to ensure processes and platforms are fit for purpose.
- To manage third-party supplier relationships such as the charity’s external thanking and banking agency to ensure effective delivery of SLAs against contractual terms.
- The Supporter Data and Relations Team forms part of a newly established central function working across the directorate to provide fundraising support to the public. Working alongside the Data Marketing and Database services teams, this new function will have business data, customer insight and the very best supporter experience at its heart.
- You will lead a talented team of nine members of staff; with two team leaders.
- The team has fantastic experience in supporter care, across individual giving, mass participation and community fundraising. Your goal will be to upskill members of staff, giving them the confidence and skills across the fundraising portfolio helping to promote where relevant new ways of giving to secure loyalty and extend LTV.
- You will champion learning and development encouraging staff to build their knowledge and expertise to deliver the very best supporter experience.
About the Charity
- You will have our supporters at the heart of everything you do and will understand how to build meaningful and lasting relationships with all supporter groups and will enable your team to do the same.
- You will have led a supporter care team in a charity or the commercial sector.
- You will understand and have proven experience of developing a high performing team delivering great supporter satisfaction levels.
- You will be audience focussed, and able identify opportunities to cross and upsell fundraising propositions, creating a proactive fundraising team culture.
- You will understand the importance of CRM processes that support your staff in delivering the best supporter experience.
- You’ll be confident talking with finance, the tech (telephony) and CRM teams to drive efficiencies around platforms and process.
- You will have worked with Governance and Compliance understanding the critical importance of capturing data, and our supporters’ needs correctly to protect our brand reputation.
- You will be keen to explore how you can innovate in the space; driving lean processes to improve supporter experience and initiating new supporter care solutions that meet consumer demand.
Every day brings new challenges at Great Ormond Street Hospital (GOSH). Every day, over 600 seriously ill children from across the UK arrive for life-changing treatments. Every day, young lives hang in the balance as patients, families and staff battle the most complex illnesses. And every day, the brightest minds come together to achieve pioneering medical breakthroughs that change the lives of thousands of children – and change the world. This extraordinary hospital has always depended on charitable support to give seriously ill children the best chance to fulfil their potential. Without donations, Great Ormond Street Hospital Charity can’t help fund ground-breaking research, advanced equipment, child and family support services, and the rebuilding and refurbishment of wards and medical facilities. Our staff help to raise these vital funds for the hospital. A better future for seriously ill children starts with you.
Recently awarded with a ‘Best Companies 2-star accreditation' and placed number 17 on the 2019 Sunday Times Best 100 Not-for-Profit Companies list - we offer a range of attractive benefits including; a flexible approach to working, 30 days holiday, life assurance, enhanced employer pension contributions, and a discounted season ticket loan.Our Commitment to Equality, Diversity and Inclusion
We recognise that people from some backgrounds are under-represented in our workforce and across the wider Charity sector. In April 2021 we launched our ambitious three-year EDI strategy committing to becoming a more inclusive workforce, reflecting the diverse communities that we work with and for and demonstrating this through all our areas of work.
A more diverse workforce will enable us to deliver even more impact and we particularly encourage applications from communities which are under-represented in the charity. This includes people from Black, Asian and Ethnic Minority backgrounds, people with a disability, people who are LGBT+ or who are from less advantaged socioeconomic groups.
Further information on our EDI strategy can be found on our website.
Please refer to the full job description below for more information.How to Apply
Please click on the apply button in the top right-hand corner where you will be taken to a short application form to complete. You are encouraged to include a cover letter with your application, and should refer to the 'GOSH Charity Information Pack' on the Careers page of our website before you apply.Closing date
: 31st OctoberRef: