​​​​Please note this is a hybrid role based on the successful candidate working at least two days a week in our London office. Remote contracts would not be considered for this role. 

​​Comic Relief reserves the right to close the role early if a large number of applications are received.

Purpose of job:​ 

The Fundraising CRM & Supporter Experience Lead collaborates closely with stakeholders across the organisation to champion and enhance the experience supporters have with Comic Relief.  

The post holder is specifically responsible for: 

• CRM implementation and the effective use of it within the Fundraising team 

• championing and enhancing our organisational use of Salesforce Marketing Cloud  

• supporter journey and experience mapping and enhancement   

• supporter insight gathering 

• implementation of our supporter and prospect data strategy  

The post holder will develop and manage systems, processes and ways of working, utilising the Customer Relationship Management system (CRM) and associated tools, including Salesforce Marketing Cloud and platforms; training, developing and supporting colleagues to ensure Comic Relief executes giving and stewardship experiences that are shaped by our knowledge and understanding of supporter needs and requirements.   

​​

Key responsibilities: ​ 

CRM and Salesforce Marketing Cloud Implementation and Management 

• Role model proactive use of the full CRM solution, including Salesforce Marketing Cloud, regularly reviewing, maintaining and ensuring our usage continues to aid Comic Relief’s institutional memory and serves the purposes of improving our supporter experience and engagement outcomes.  

• Identifying and leading securing and rolling out training and development for team members to enable effective use of the CRM solutions to support the delivery of fundraising goals and to ensure supporter engagement opportunities are maximised. 

• Work with colleagues within the Technology team (Business Analyst, CRM product manager and Database Manager) to ensure the CRM meets the needs of the Fundraising team and is developed as an effective relationship management tool, particularly for data capture, segmentation and reporting. 

• Take a lead role in developing CRM development roadmaps and change initiatives, suggesting and testing system enhancements with colleagues to optimise performance and user experience. 

Supporter Journey and Experience Mapping 

• Collaborate with the Supporter Services and Fundraising teams to advise on giving and stewardship approaches, using knowledge of supporters to inform tone, style, and messaging across all touchpoints. 

• Championing and enhancing our organisational use of Salesforce Marketing Cloud leading on promoting the technical abilities of Salesforce Marketing Cloud in supporting strategies to drive income and supporter engagement  

• Lead on designing and implementing supporter journey maps across key audience segments; product offerings and engagement stages (legacy, in memory, upgrade, reactivation), in conjunction with colleagues.  

• Work to implement processes to support improvement of supporter journeys, collaborating internally, specifically with the Technology team to build and enhance online journeys and with the Supporter Services team to implement necessary changes so supporters are best served. 

• Work with the Data, Technology and Fundraising Teams to develop and deliver thanking and stewardship procedures and initiatives for supporters in line with strategic goals and supporter needs.  

• Continuously evaluate & optimize supporter experience journeys based on performance metrics & feedback. 

• Contribute to the development of annual plans and budgets for the Fundraising & PR teams, taking key learnings from previous activity and making recommendations to facilitate supporter insight, income and supporter base growth.  

Supporter Insight Gathering 

• Regularly gather, analyse, interpret and share supporter insights using data from the CRM, surveys, and other feedback tools, working with the Senior Fundraising Analyst to ensure data gathered is of high quality and robust analysis is applied.  

• Identify supporter insights and translate these into actionable recommendations that will enhance supporter satisfaction and create deeper relationships with supporters. 

• Operate as a key voices of the supporter within Comic Relief; building effective working relationships with teams and presenting data and insights that ensure supporters needs are reflected in campaign plans and business decisions including advising on CRM implementation, processes, supporter experience issues and opportunities. 

Data strategy & Governance 

• Work with teams to implement a data strategy that seeks to enhance, augment and build the quality and quantity of high-quality, actionable supporter data held, whilst ensuring ethical collection and use of that both to enhance supporter journeys and enhance fundraising opportunities and effectiveness. 

• Assist with implementing data segmentation, audience targeting and personalisation strategies to enhance fundraising effectiveness. 

• Work with Supporter Services, Data, Technology and Legal teams to establish best practices for data hygiene, compliance, and governance in alignment with legal and regulatory standards (e.g., GDPR), ensure guidelines and processes for these are all documented. 

Cross-Functional Collaboration and Stakeholder Engagement 

• Work closely with wider Fundraising, Data and Technology teams to align CRM and supporter experience initiatives with organisational priorities. 

• Provide strategic input and oversight to product development initiatives, campaigns, journey planning and platform enhancements. 

• Serve as a key contact for CRM-related queries and support across the Fundraising & PR team.  

• Support the wider Fundraising & PR team in ad hoc duties at peak times of activity 

• Play an active role in the Fundraising & PR Team, working collaboratively to support on a wide range of projects at peak periods and enabling inclusivity and diversity in order to drive high performance and an action-oriented culture. 

Other 

• Keep abreast of the fundraising and / or Customer Experience marketplace to identify opportunities to enhance Comic Relief’s supporter experience. 

​​Person specification​ 

​​Essential criteria​ 

• Significant proven experience of using and implementing a customer relationship management (CRM) systems and associated E-CRM tools, ideally Salesforce and Salesforce Marketing Cloud. 

• Strong understanding of CRM configuration, data flows, and integration with digital platforms such as Shopify, GoCardless etc. 

• Experience in mapping; planning and delivering supporter journeys across multiple channels (email, web, in person events, etc.), incl use of software to build maps and journey flows. 

• Able to analyse, interpret and effectively communicate data and insights for the purposes of shaping communications and customer experience strategies 

• Strong analytical skills and a proven ability to gather, interpret, and apply supporter insights to help improve supporter engagement and optimise fundraising performance. 

• Proficiency in reporting, analysis, and using data to drive continuous improvement and optimise journeys. 

• Strong knowledge of data strategy, segmentation, data hygiene, regulation and legislation relevant to B2C business and customer services, for example Data Protection Act, PCI Compliance Direct Debit Guarantee, and ideally, Fundraising standards/codes, HMRC & Gift Aid regulations. 

• Proven ability to lead cross-functional projects and teams to agreed outcomes and timelines. 

• Ability to understand and relay technical requirements and processes clearly and effectively with both technical and non-technical stakeholders. 

• A good understanding of fundraising principles, supporter and donor motivations, and supporter lifecycle dynamics. 

• Experience of working with digital tools, automation platforms, and supporter engagement technologies such as survey platforms, CSAT software etc. 

• Effective Communicator and relationship builder, with strong written & oral skills.  

• Effective time management; planning skills and attention to detail. 

• Flexible to work longer / out of hours on occasion. 

• Commitment to Comic Relief’s values, cultural charter and Diversity, Equity, Inclusivity and Belonging principles. 

​​Desirable criteria​ 

• Experience of using Salesforce Non-profit Cloud and Salesforce Marketing Cloud. 

• Knowledge of social impact and international development issues.  

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Comic Relief we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. 

Why work at Comic Relief 

There are lots of good reasons to join us at Comic Relief. You can read more about our employee benefits, such as our commitment to flexible and hybrid working. We ask staff to come to the office twice a week, normally on agreed team days, so that we can do all those things that are difficult to do online. Our office is based in Whitechapel, London, There are lots of opportunities to develop your skills and experience at Comic Relief, including opportunities to become a Mental Health First Aider or to participate in our Employee Network Groups that focus on making Comic Relief a more inclusive place to work 

Disability Confident employer 

As part of the Disability Confident scheme, we take positive action by providing first-round interviews to candidates who have a registered disability, provided they meet the minimum criteria for the role, as demonstrated on their CV or application scores. We ask that candidates that wish to be considered for this scheme email Recruitment@comicrelief.com to discuss further. Please do not email CV's/cover letters.