Turn2us is a national charity tackling poverty and the structural causes of poverty. We work with co-producers and partners to provide people in financial crisis with the means and agency to get back on their feet, build resilience, move forward with their lives and thrive.

As an equal opportunities’ employer, we are committed to equality, inclusion and diversity and the value people from different backgrounds bring to a team. If like us you believe everyone has the right to have enough to live on, and you are ambitious about eradicating poverty, join us and build your career with a charity dedicated to ensuring dignity and equity for all.

The vital work of the charity is partially enabled by income generated through fundraising; from supporter engagement and community events and activities, as well as philanthropic sources, such as trusts and foundations, and major donors.

As Supporter Engagement Officer you’ll play a key role in helping us to engage new and existing supporters as well as helping to deliver first-class stewardship to retain support and build trust. In addition you will develop appeals and communications that engage and inform supporters which help to raise more voluntary income.

Directly supporting the Direct Marketing and Legacy Manager and working closely with all of the Supporter Engagement team it would be beneficial if you have previous experience or an interest in Fundraising. Being a confident communicator with a “can-do” approach is essential as well as being able to demonstrate proven administrative skills, the ability to manage a varied workload and be highly organised.

We offer flexible working patterns, both in terms of hours and remote working. Please note that all employees are contractually required to work from the office a minimum of 4 days a month.

Some roles may be required to be in the office more often than others and this will be agreed with the hiring manager upon starting at Turn2us.

Please note that all job offers are subject to 2 – 3 satisfactory references and a disclosure satisfactory to Turn2us from the Disclosure & Barring Service (DBS).

Job Description

Job Title: Supporter Engagement Officer

Department: Supporter Engagement     

Reports to: Direct Marketing and Legacy Manager

Location: Hybrid: Turn2us London Hub (Hammersmith) & homeworking

Type of role: Full-time, permanent

Purpose of the Role: 

In this role, you will focus on managing and delivering exceptional engagement and fundraising appeals and delighting supporters with excellent service and offering them a deeper connection to the mission of Turn2us. You’ll also help the Fundraising Assistant with gift processing, acknowledgments, and tracking supporter engagement and the success of our appeals.

This role will focus on supporting direct marketing appeals (email, direct mail, social media, and paid ads) but will also support the Community Fundraising and Direct Marketing and Legacy managers with community engagement efforts, events, and legacy initiatives. Working closely with the Individual Giving and External Affairs teams, you’ll develop and deliver fundraising communications and activities to engage donors, staff, and fundraisers to build awareness and engagement with Turn2us and help grow the Turn2us supporter base to meet ambitious annual income targets.

In this role, you’ll also work across directorates to create new stewardship communications, design new resources, and update web assets and more.

 Duties:

Working within the Supporter Engagement Team, the Supporter Engagement Officer will be responsible for:

 1. Manage and deliver successful fundraising campaigns across channels.

• Work with the Direct Market and Legacy Manager to plan and execute all aspects of cross-channel appeals, including emails, direct mail, social media, paid advertisements, and more.

• Write fundraising appeals and work with designers to create compelling appeals that deepen the understanding and connection supporters feel to helping families facing financial hardship.

• Work within our supporter database (CRM) to pull targeted contact lists for appeals, ensuring that we’re planning ways to reach all supporters (including regular givers, active and lapsed supporters) and are personalising efforts to better connect with supporters.

• Collaborate with our Brand & Communications team and co-production partners to create the most compelling copy, real life stories, visuals, stats to deliver timely, impactful, and visually engaging content.

• Manage all schedules and invoices related to fundraising appeals, ensuring that all aspects of the appeal are delivered on time and on budget.

• Test and measure new approaches in fundraising to continually improve the success of our appeals, including trialling crowdfunding and other digital fundraising platforms, testing content and design, and exploring working with new partners.

2.     Engage and delight supporters to build awareness and deepen their connection to Turn2us.

• Plan and deliver monthly engagement communications via email and work with the Brand & Communications team to collaborate on social media posts and email content that builds awareness of all aspects of our work, including policy, grant making, and partnerships.

• Work with the Fundraising Assistant to manage our Supporter audience, making sure contacts are added, updated, and unsubscribed in a timely manner from all communications.

• Analyse the performance of all email communications and other engagement activities to continually improve performance.

• Create new workflows within our CRM to personalise and automate supporter journeys.

• Spearhead new engagement and stewardship initiatives to better connect with our audiences.

3.     Support the rest of the Supporter Engagement team and the wider directorate to meet their income targets and objectives.

• Assist the Community Fundraising Manager with recruiting challenge and community event participants, updating fundraising resources and sending out merchandise, and assessing the performance of these activities.

• Work with the Direct Marketing & Legacy Manager to produce and deliver compelling legacy marketing materials like the bi-annual Free Will Month email, create reports on legacy enquiries and gifts, and help research new prospects and initiatives.

• Help support our fundraising partnerships by writing and coordinating design for print and digital appeals and coordinating live and virtual events.

4.     Work with the Fundraising Assistant to deliver an excellent supporter experience process and acknowledge gifts, manage our supporter database and res.

• Work with the Fundraising Assistant to process donations, bank checks, and send out mailed and emailed acknowledgments in a timely manner.

• Manage updates to supporter records and the creation of new records and reports to accurately analyse supporter engagement and appeal performance.

• Engage new and existing supporters by answering all queries in a timely manner and exploring new relationships with partners and individuals.

• Work with the Fundraising Assistant to add all third-party donations to our supporter database and finance systems and help oversee the monthly financial reconciliation process.

• Pull monthly Gift Aid Declarations to send to HMRC.

5.     Ensure all communications meet fundraising best practice and regulations and adhere to Turn2us brand and values.

• Check that all internal and external communications adhere to Turn2us style and brand guidelines, company values, and fundraising best practices.

• Ensure that supporter information is handled sensitively and in line with data protection regulations and Turn2us’ privacy policy.

• Keep up to date with current fundraising practice and legislation to ensure we are GDPR compliant.

• Represent the charity at fundraising events, both charity and supporter led and ensure all events follow Turn2us company policies and safeguarding procedures.

6.     Other duties as required.  

These are the normal duties, which the Charity requires from the position. However, it is necessary for all staff to be flexible and all employees will be required from time to time to perform other duties as may be required by the Charity for the efficient running of the charity. This Job Description is non-contractual. It will be reviewed from time to time and may be subject to change.

At Turn2us, we are committed to protecting personnel, children, adults, and service users from any harm arising from each other, themselves, our activities, or organisational failings whilst in contact with us. The post holder will be required to follow the safeguarding policy and will be responsible for integrating safeguarding into all aspects of their work.

The post holder will be expected to ensure that their work complies with contractual terms and conditions, the Charity’s policies and procedures and key legislation, such as data protection and charity law.

Person Specification

Skills:  

• Excellent organisation skills, time management and multi-tasking skills. 

• Excellent communication (oral and written) and interpersonal skills with the ability to deal with a diverse range of internal and external stakeholders and a passion for delighting supporters.                                                                 

Knowledge:   

• Experience with implementing best practice fundraising strategy, tools, and reporting. 

• Knowledge of the Institute of Fundraising Code of Practice and knowledge of fundraising laws and regulations in relation to data protection and compliance

Experience:

• Experience writing and delivering compelling marketing or fundraising communications.

• Some experience pulling reports, analysing data, and updating supporter databases.

  Personal Attributes:            

• A pro-active worker who is responsible for seeing tasks through to completion but can also work collaboratively across teams to achieve excellent outcomes.

• Committed to working hard across a diverse range of tasks to meet and exceed goals and advance the mission of the charity.

Turn2us is fully committed to equity, diversity and inclusion in our sector. We want this to be reflected in the diversity of the people who work for us and we are interested in applications from people from varied backgrounds.

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