ROLE Outline

Working within the Public Engagement team, the post holder will be responsible for developing and implementing 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 be responsible for ensuring that the systems and processes to support supporter journeys are in place.  This role is responsible for achieving income targets from supporter journey activity, as well as other KPIs.

Responsibilities

• 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 Trussell Trust 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 support and non-financial activities such as volunteering, taking part in events and campaigning and develop a clear understanding of how valuable each type of engagement is to The Trussell Trust

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

• Line manage and support the Supporter Journey Assistant to implement supporter journe     ys

• Support and work closely with existing Supporter Journey Manager

• 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 Trussell Trust to ensure an understanding and buy in to supporter journeys, working with them in a collaborative way to map out engagement opportunities that do not just ask for financial support

• Ensure supporter journeys are based on evidence and clear supporter insight, adopting a test and learn approach, optimising journeys that inspire supporters to become committed and loyal

• 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 Trussell Trust 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, support 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 collaborative working across the team and with other teams across The Trussell Trust

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

The Trussell Trust is a charity founded on Christian principles which works to end the need for food banks in the UK. We all subscribe to the same values of dignity, justice, compassion and community, and hope that new team members will too, irrespective of belief or background.