Supporter Engagement / Customer Service Manager – Animal Charity

Supporter Engagement / Customer Service Manager – Animal Charity 

Compassion in World Farming is the leading international farm animal welfare charity, campaigning to improve the lives of millions of farm animals through advocacy, lobbying for legislative change, and positive engagement with the global food industry. A truly International organization with offices and projects in Europe, North America and China. 

Position: Supporter Engagement Manager 
Location: Godalming, Surrey 
Salary: up to £39,600depending on experience 

ROLE: 
The purpose of this role is to help end factory farming. The Supporter Engagement / Customer Service Manager will contribute through managing and developing Compassion in World Farming`s Supporter Engagement programme and ensuring world class standards of supporter care throughout the organisation. 

The post-holder is responsible for leading a team, and managing external suppliers, to deliver supporter care and stewardship initiatives, processes and communications that achieve the ‘wow` factor – maintaining and increasing ongoing engagement, and demonstrating Compassion`s loyalty to supporters. 

This role also involves managing and developing Compassion in World Farming`s volunteer fundraising and campaigning programme to meet and surpass volunteer fundraising income targets, and to build strong relationships with individual fundraisers, local group networks and online followers. 

RESPONSIBILITIES: 
a) Manage Compassion in World Farming`s Supporter Engagement programme, ensuring world class standards of supporter care throughout the organisation. Manage the operations, systems and rotas of the Supporter Engagement team to ensure Service Level Agreements for communication by telephone, email, post, website, social media and thanking are met for supporters and the public. 
b) Ensure that all staff at Compassion in World Farming are working to the same high standards of supporter care. Produce and maintain up-to-date guideline letters / emails for enquiries and donation acknowledgement. Personally communicate with supporters and the public via telephone, letter, email and social media. 
c) Train, coach, support and supervise the Supporter Engagement Officers to ensure consistent and high standards of supporter care. 
d) Provide training, support, and ongoing performance management to contribute to staff development, confidence and morale. 
e) Work closely with the Finance and Database Services teams to maintain and develop systems to ensure online and offline donations by all methods (e.g. direct debit, credit card, cheque, PayPal) are processed, banked and acknowledged quickly and appropriately. 
f) Ensure that supporters` contact details, communication preferences, donations, volunteer fundraising, campaigning and communication histories are accurately recorded on the central contact database, and that all Compassion in World Farming staff adhere to the same contact database usage protocols. 
g) Develop and manage stewardship, supporter care and volunteer fundraising budgets and KPIs. 
h) Ensure all supporter interaction points (e.g. via Website, Telephone, Post, Email, Social Media) adhere to the highest standards of access, usability and service. Contribute to the development, testing and monitoring of website forms, donation pages, fundraising pages and campaign actions to ensure ease of use and that supporter requirements are met. 

ESSENTIAL SKILLS / EXPERIENCE: 
a) Educated to degree level or equivalent. 
b) Comprehensive understanding of delivering effective customer care. Detailed understanding of Raiser`s Edge or another CRM database. Thorough understanding of Microsoft Office applications (particularly Word, Excel and Powerpoint). 
c) A good understanding of a range of volunteer fundraising income streams. A good understanding of managing online communities – particularly Facebook and Twitter. A good understanding of Data Protection legislation as related to customer / supporter care and stewardship. 
d) Front-line knowledge of customer care – including both written and telephone communications. 
e) Excellent staff management and coaching skills. Strong project and process management skills. 
f) Excellent verbal and written communication skills with the ability to write clear, engaging copy. Excellent analytic and numeracy skills. 
g) Good working knowledge of budget management. 

DESIRABLE SKILLS / EXPERIENCE: 
a) A good understanding of payment / donation processing systems, and a range of donation programmes, including regular giving. 
b) Event management skills, including experience of organising fundraising events within a charity. 
c) Experience of managing volunteers. 
d) Prepared to assist with other projects such as conferences, functions and demonstrations etc. 

You may have experience of the following: Supporter Engagement, Customer Service Manager, Charity, Charities, Third Sector, Volunteer Fundraising, Contact Centre Manager, Customer Services, CRM, Raiser`s Edge, Customer Care Manager etc. 

This vacancy is being advertised by Easy Web Recruitment, the UK`s leading Online Recruitment Agency. The services advertised by Easy Web Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of gender, race, disability, age, sexual orientation, religion, or belief, and we confirm that we will gladly accept all applications.