Role outline         

Working within the Public Engagement team, the post holder will be develop and implement effective supporter journeys to engage and inspire supporters to take action to help realise our vision to end the need for food banks in the UK.  The post holder will ensure that the systems and processes to assist supporter journeys are in place.  This role is accountable for achieving income targets from supporter journey activity, as well as other KPIs.

Dimensions

·       To contribute to the supporter retention and development strategy (as part of the public engagement strategy)

·       To lead on the development of supporter journeys across the organisation to engage and develop supporters and increase LTV

·       Achieve/surpass income targets and work within expenditure budget and guidelines

·       Work closely with Supporter Engagement team to onboard and welcome new supporters.

·       Identify a range of ways in which supporters can engage through financial assistance and non-financial activities such as volunteering, taking part in events and campaigning and develop a clear acknowledgement of how valuable each type of engagement is to the organisation

·       Provide supporters with a carefully chosen selection of engagement opportunities and benefits which will enable them to express and increase their assistance, and build a long-lasting relationship with The Trussell Trust

·       Line manage and assist the Supporter Journey Assistants to implement supporter journeys

·       Align supporter journeys to the vision of ending the need for food banks in the UK alongside our Changing Minds public engagement strategy to shift public perceptions of the root causes of poverty in the UK

·       Work with colleagues to develop a segmentation model for all supporters

·       Work with audience managers across the team and organisation to ensure an engagement and buy in to supporter journeys, working with them in a collective way to map out engagement opportunities that do not just ask for financial aid

·       Ensure supporter journeys are based on evidence and clear supporter insight, adopting a test and learn approach, optimising journeys that inspire supporters to become driven and dedicated

·       Work with the Supporter Data & Insight Manager to identify any gaps in audience insight and form action plans of what is needed to inform and drive the supporter journey strategy

·       Work with the Supporter Data & Insight Manager to ensure clear KPIs are defined across the organisation to benchmark, monitor and optimise supporter journeys

·       Ensure ways of working are clearly defined with the Supporter Care and Database team to set up and build data sets, design and set up automated supporter journeys on the chosen system solution / tech and test the journeys for each segment

·       Work with the Communications team and audience managers to ensure appropriate and engaging content is available in a timely way to ensure the successful implementation of supporter journeys

·       Provide leadership, direction, assistance and line management to the team, including regular 1:1s and annual reviews to ensure objectives and targets are met

·       Develop a culture of innovation, resourcefulness and best practice to make the best use of time and skills in the team

·       Promote team working across the team and with other teams across The Trussell Trust

Any other reasonable duties as specified by the line manager to aid the work of the Trust.