Working closely with all three Supporter Retention & Development (SR&D) Managers to implement and monitor effective holistic, cross-channel supporter communications for existing supporters (financial and non-financial). This role is accountable for the administration of projects as advised by the SR&D Managers, including controlled testing and ensuring activities are regularly evaluated. This role is key to retaining and inspiring supporters to take specific actions towards helping realise our vision of ending the need for food banks in the UK.

Role responsibilities

•          Coordination, implementation, and monitoring of established supporter communications to enhance lifetime value (LTV). Ensuring required coding and analytics are in place to enable full tracking and reporting on activity and established KPIs

•          Work with internal and external stakeholders to prepare supporter communications & activities: producing/coordinating schedules, requesting quotes, writing briefs, managing the review process (to schedule and assist feedback from stakeholders) and synthesising all feedback, as established with SR&D Managers

•          Develop an understanding and working knowledge of supporter audiences to assist the SR&D Managers, by providing insight and feedback to support the optimisation of supporter communications

•          Invoice processing and recording to maintain a detailed record of costs for each activity

•          Internal activity briefings with supporter care to ensure that they have the necessary information to process responses and address queries/feedback to allow easy and regular evaluation of activities

•          Monitoring of Supporter Retention and Development email inboxes, responding to supporter enquires or forwarding supporter enquires onto the relevant team/position.

Person Specification

Technical skills and minimum knowledge:

•          Experience of producing supporter/customer communications and an understanding of the importance of content and supporter stewardship

•          Excellent attention to detail and high level of accuracy, combined with ability to multitask and meet deadlines

•          Experience working with a CRM and data and an understanding of its importance for audience insight and ongoing improvement of supporter journeys

•          Good, practical knowledge of GDPR, data protection & fundraising compliance.

Behaviours and competencies:

•          Demonstrates dedication to the values of the Trussell Trust

•          Demonstrates empathy for people from disadvantaged, marginalised or socially- excluded backgrounds

•          Solution-focused, motivated and able to work on own initiative to deliver goals/objectives

•          Exceptional stakeholder management skills, building mutually beneficial working relationships to assist delivery of objectives

•          Role models inclusive behaviours and values

Key Stakeholders

•          All teams within Public engagement directorate (e.g. Database & Supporter Care, Supporter Acquisition, Events, Campaigning etc.)

•          All teams within Strategic Communications directorate (e.g. Data & Insight, Brand, Marketing & Comms, Digital, Stories & Content teams)

•          Philanthropy team and Policy department

•          Country Heads (England & Wales, Scotland & Ireland)

•          Suppliers (creative agencies, printers etc.)

Our Values

The Trussell Trust is a charity that works to ending the need for food banks. Our values of dignity, justice, compassion and community, are central to all that we do and therefore supports our aim to be an organisation where the diversity of all employees is valued.  We welcome people of all faiths and none, and those that are committed to these values.

We recognise that we have under-represented groups within our workforce. As part of our commitment to diversity and equality of opportunity we are actively encouraging applications from under-represented groups such as returning parents or carers who are re-entering work after a career break, people who are LGBT+, from Black, Asian and Minority Ethnic backgrounds, with a disability, impairment, learning difference or long-term condition, with caring responsibilities, from different nations and regions and those with a lived experience of poverty as well as any other under-represented group in our workforce. We are committed ensuring the safety and protection of our employees from all forms of harm.