Head Of Supporter Experience

Responsibilities

• Lead and own the Supporter Experience Transformation Programme, providing strategic leadership which enables the successful implementation and ongoing integration of the Supporter Experience strategy across the organisation to achieve its long-term goals.
• Develop a high performing Supporter Experience team, creating synergy and consistency across supporter relations, operations and supporter engagement (journeys and loyalty comms).
• Coach and inspire colleges across the organisation, working collaboratively to embed supporter principles and journey frameworks to support the delivery of ARUK’s objectives within time, money and voice, leading for a holistic and joined up experience, and moving away from product/audience silos.
• Be responsible for ensuring Fundraising Operations are integrated, automated, compliant and efficient, not just within your own teams, but also across all of fundraising, marketing, communications and engagement.
• Lead the Supporter Experience team, ensuring clarity of team purpose and vision, and driving high performance at all levels, and ensure the team is structured effectively for high performance and delivery of growth plans.

Qualifications

• Significant experience of martech tools and the design and implementation of supporter/customer journeys within these tools.
• Experience of successfully managing teams through change and transformation.
• Experience of driving a high-performance culture through clear accountabilities, objective setting, performance management, coaching, feedback, and development.
• Demonstrates high levels of knowledge and practical implementation of fundraising/marketing compliance.
• Exceptional leadership and influencing skills, with the ability to build strong relationships with senior stakeholders and motivate cross‑functional teams.
• Experience of audience insight and segmentation principles and use of data and CRM systems to develop supporter journeys and measure and evaluate success. Experience of Salesforce, Marketing Cloud and Data 360 would be an advantage.
• Ambitious, innovative, creative, target‑driven and self‑motivated.

Benefits

• Competitive salary c£70,000.
• Comprehensive benefits package.
• Opportunities to make a significant impact with a leading UK charity.
• Supportive and collaborative work environment in Cambridge.
• Hybrid and flexible working.
• Permanent position offering stability and career growth potential.

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