Client Experience Lead - London, United Kingdom - Charities Aid Foundation

Charities Aid Foundation
Charities Aid Foundation
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Job reference number:
PC1026


Contract:
Permanent, full time, 35 hours per week


Location:
London-based with some hybrid working (minimum 2 days per week in the office)


Salary:
circa. £60,000 per annum

Are you looking for an audience focused role that combines strategy and delivery in a purpose-driven organisation?


We're looking for a talented Client Experience Lead to join our Giving & Impact Services Division at Charities Aid Foundation (CAF), to lead on our strategy for Individuals and Charities.


What you'll do


At CAF, every one of us contributes to our impact, and as our
Client Experience Lead overseeing our Charity & Individual audiences you too will play an integral part in what we do.

As our Client Experience Lead, Individuals & Charities you will:

  • Support the development of a strategy for CAF's suite of products for charities and individual donors
  • Lead on a customer management strategy for charities, ensuring there is dialogue with CAF's strategic charity partners and their service needs and feedback are integrated into the wider CAF strategy
  • Identify tactical improvements to processes, and work with internal stakeholders to deliver these
  • Investigate and identify different customer behaviours to devise a segmented marketing and product development plan
  • Represent the products in your remit at internal risk forums and lead on risk management issues or escalations
  • Champion the charity and individual donor experience in strategic projects, including driving improvements into our digital transformation programme

Who you'll be
This role is for you if you have experience of working directly with either of these audiences in a strategic role,
or have relevant transferable skills and are keen to make a difference to society


We are looking for:

  • A proven track record of devising and implementing strategic plans that drive growth
  • Experience in developing productive working relationships with diverse groups of stakeholders both internal and external
  • Comfort working at pace, in a matrixed environment with a tenacity to drive change
  • Knowledge and/or strong interest in the charity sector and its needs, from digital fundraising tools, to donor behaviour, to the role of philanthropy in civil society

What's in it for you

At CAF you will receive:

  • Permanent hybrid ways of working where roles allow
  • Six weeks holiday plus bank holidays
  • A wide range of development opportunities to support personal and professional growth
  • Pension scheme with betterthanmarket employer contribution options
  • Social impact benefit schemes
For all our employer benefits and to gain an insight into our culture and values, please visit


Who we are
At Charities Aid Foundation we accelerate social progress by providing essential connections between donors, charities and communities.


We safeguard and deliver vital donations, offer expert advisory services and financial products to donors and charities, and provide tailored charity banking through our award-winning bank CAF Bank.

Our purpose is to enable a better landscape for giving and a fair and sustainable future for all.


Diversity and inclusion


We know that the more diverse and inclusive our organisation becomes, the more creative, effective and impactful we will be.

Our aim is for our workforce to represent the society we serve, and we have embarked upon an ambitious pathway to achieve this.


We want to attract, retain and develop the best of talent at all levels, and provide a leading and great place to work, where every voice matters.


How to apply

Job Reference:
PC1026
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