Head of Supporter Services - London, United Kingdom - Air Ambulance Charity Kent Surrey Sussex

Description

Job description

Our Head of Supporter Services leads the Supporter Services Team which has the goal of ensuring we deliver a world class experience to our supporters, ensure we manage the supporter data we hold responsibly and enable the fundraising team to make evidence-based decisions to drive the performance of our campaigns.

The post-holder of this role will identify and deliver improvements in Air Ambulance Charity Kent Surrey Sussex's (KSS's) processes relating to supporter data and our supporter journeys to drive commitment and long-term value.

They will act as a key member of the Income Generation and Marketing and Communication (IGMC) Directorates working with peers and the broader organisation to help drive forward fundraising, whilst championing the role and needs of supporters within Team KSS.

The post-holder should have proven experience leading teams that deliver exceptional supporter or customer service.

They will also have experience in managing and improving end-to-end database processes as well as utilising data to aid decision-making.

Communication and influencing skills will be important, alongside the ability to identify and deliver both tactical and long-term improvements for the organisation.

MAIN RESPONSIBILITIES:

• Develop a clear vision and plan for Supporter Services at KSS, identifying how and where the team can support the broader IGMC Directorates.
• Own KSS's approach to supporter data managing the database (Donorflex) to help direct the efforts of fundraising campaigns and activity.
• Develop and deliver a strategic supporter engagement plan that measures impact and ensures a positive and inspiring experience for supporters.
• Work collaboratively with teams to maximise the supporter experience and develop supporter journeys that are innovative, impactful and sustainable which improve supporter loyalty and retention.
• Oversee the process of extracting data from our CRM in support of our multichannel fundraising campaigns.
• Working with colleagues to provide data analysis to the wider Income Generation, Marketing and Communications teams to help direct the efforts of fundraising campaigns and activity.
• Drive consistency in how donations are processed to ensure that income is effectively categorised, supporters are adequately thanked, and KSS complies with the required regulations.
• Support KSS to constantly monitor its supporter experience by leading on complaints management and reporting, supporting the Executive Director in dealings with the Fundraising Regulator and tracking the team's performance against operational targets.
• Coach and manage the team and others to ensure that KSS has a high performing Supporter Services function.
• Give and seek feedback, holding the team accountable for results and drive change by inspiring others.

About KSS:
We are Air Ambulance Charity Kent Surrey Sussex (KSS), and we fight every day to save lives. We are Team KSS, a close-knit team of dedicated, skilled, sector-leading experts with an incredible level of expertise. We are passionate about what we do which drives us to always deliver our very best.

We're driven by our purpose of saving lives and ensuring the best possible outcomes for our patients. Last year alone we responded to over 3,200 incidents. We are fearless and tireless in fighting to save every life.

Our charity headquarters and forward operating base are located at Rochester Airport, with our aircraft hangar and maintained at Redhill Aerodrome.

When the call comes, we can reach any part of Kent, Surrey or Sussex in under 30 minutes.


Additional Information:

Location:
Rochester Airport, Kent


Salary:
£46,000 - £51,000

Hours: 37

Benefits: 33 days annual leave rising with service Occupational/Enhanced Sick Pay Enhanced Parental Leave Access to the Blue Light Card and Blue Light Events Access to the Wellbeing Hub Money Purchase Pension Scheme Group Life Assurance Cover Group Income Protection Cover Critical Illness Cover Employee Assistance Programmes Hybrid working Development opportunities


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