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Requisition ID: req41385

Job Title: Senior Retention Marketing Manager

Department: External Relations

Employment Category: Fixed Term (12 month maternity cover - Ideally starting in late June/early July 2023)

Employment Type: Full-Time (37.5 Hours)

Salary: £50,000 per annum

Location: London, UK

BACKGROUND
Over the past 90 years, the International Rescue Committee (IRC) has developed unparalleled expertise in responding to emergencies and helping uprooted communities to rebuild. Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war or disaster. The IRC is on the ground in more than 40 countries, providing emergency relief, relocating refugees and rebuilding lives in the wake of disaster.

The IRC is committed to a culture of bold leadership, innovation in all aspects of our work, creative partnerships and, most crucially, accountability to those we serve. The IRC is a tireless advocate for the most vulnerable.

IRC UK
IRC UK is part of the IRC global network, which has its headquarters in New York and London. Our team in the UK works to raise profile, deliver policy and practice change, and increase funding to help restore health, safety, education, economic wellbeing and power to people devastated by conflict and disaster. Since 2021, IRC UK has also provided integration services directly to refugees in England, a programme that is rapidly growing.

In Europe, the IRC also has offices in Berlin, Bonn, Brussels, Geneva and Stockholm.

The Purpose of the Role

The Mass Market team’s mission is to inspire the UK public to financially support the IRC in order to help people impacted by conflict and disaster. The main purpose of this role is to support the Director, Mass Markets UK in generating long-term sustainable growth, maximising income and developing a supporter-centric fundraising model.

As the Senior Retention Marketing Manager, you will be responsible for leading and developing the Retention strategy and programme across cause and prize-led programmes, and supporter care, supported by a team of four direct reports. You will be responsible for maximising revenue and donor development activities – as well as future-proofing the programme, including new product, channel and audience development, developing and implementing an innovative way of working, all whilst ensuring this is all in line with our supporter’s needs and expectations.

You will be joining a team focused on excellence and growth, with significant opportunity to lead on change and drive impact.

Scope and Authority

Authority:

The post holder will have the authority to make decisions regarding retention operations and to make decisions and recommendations regarding strategy and long-term financial planning.

Responsibility for Resources:

This position will line manage and develop 4 team members, with expectations to expand the team over the remaining years of the strategic plan. This position will also manage agency relationships and consultants. The post holder will be accountable for a substantial income and expenditure budget.

Key Working Relationships

Internal:

• Director, Mass Markets UK
• Senior Acquisition Marketing Manager
• Senior Director, Global Retention and Supporter Journeys
• Data and Analytics
• Financial Planning and Analysis
• Comms, Digital Engagement and Creative Studio teams
• Mass Market equivalents in other markets e.g., Sweden
• Martech Systems & Platforms teams

External:

• Fundraising consultants, agencies, and other key suppliers

KEY ACCOUNTABILITIES

Strategic and programme development (50%)

• In consultation with Director of Mass Markets, UK, lead on the development, implementation and monitoring of the UK Retention strategy and operational plan
• Maintain and develop a monitoring and reporting framework for retention activity and associated KPIs that show the performance of the acquisition strategy

• Oversee revenue activities across cash, regular giving, lottery and raffle and the mid-level portfolio ensuring all activity is designed to inspire and engage supporters
• Lead emergency appeals for Retention, including Disasters Emergency Committee appeals, and ensure processes and activities are optimised for immediate launch
• Oversee supporter development activities to increase loyalty, product holdings and, ultimately, lifetime value
• Be accountable for activity being produced on time, in budget and within departmental strategic objectives
• Ensure best-in-class supporter care that is focused on the long term relationship with donors
• Work closely with equivalent teams in other national markets (i.e. Germany, Sweden, US, South Korea) and central support teams to ensure all engagement is coordinated, and where appropriate, synchronised.

Budgeting and planning (20%)

• Manage the annual retention planning and budgeting process, advising the Director of Mass Markets UK on new investment opportunities, and ensuring all activity and project work is aligned with strategic objectives and balanced against team resources
• Review the effectiveness of activity on an ongoing basis and propose investment / disinvestment where appropriate
• Balance in-year income with life-time value as appropriate to ensure all activity is driven by maximising longer term income
• Manage the income and expenditure tracking, reconciliation and monthly variance reporting
• Focus on maximising return on investment at all times, and take contingency action as necessary to achieve budgeted income target
• Conduct quarterly planning sessions, ensuring all BAU activity and project work is aligned with UK Mass Markets strategic objectives and balanced against team resource

Leadership and management (10%)

• Lead and develop the Senior Retention Marketing Executive, Retention Marketing Executives and Supporter Care Assistant
• Be an active part of the UK Mass Markets management team, modelling leadership behaviours and supporting the Director of Mass Markets UK in developing a team culture of high performance, continuous improvement and constructive feedback

• Be the retention and prize-led expert in cross-market working groups and committees
• Manage 3rd party supplier relationships and contracts, ensuring all work carried out is to a high standard and represents good value for money
• Along with the Senior Acquisition Marketing Manager, lead the internal gambling operations committee and be the specialist in gambling legislation and best practice for prize-led products
• Work closely with the Acquisition Senior Marketing Manager to develop a seamless progression for new donors and prospects into further cultivation
• Forge excellent relationships across all areas of the IRC to identify opportunities for collaboration where appropriate
• Network and build external profile of the IRC-UK Mass Markets team
• Work closely with the creative studio to develop content that actively demonstrates our commitment to DEI guidelines and is appropriate for the UK strategy and audience
• Work collaboratively with digital engagement and communications colleagues to maximise fundraising and engagement opportunities

Insight, analysis and data management (10%)

• Ensure all work undertaken by the retention team is insight driven
• Oversee detailed end of campaign reports to ensure all relevant information is documented and used to inform future activity
• Work closely with the data teams and external agencies and services in order to gain a detailed understanding of IRC supporters, both behaviourally and attitudinally, and use this insight to inform targeting and marketing activity
• Balance in-year income with life-time value as appropriate to ensure all retention activity is driven by maximising longer term income
• Maintain an up-to-date knowledge of current GDPR data protection legislation and ensure all retention activity is compliant

General (10%)

• Keep up to date with the sector developments and benchmarking in individual giving and digital fundraising to ensure IRC is at the forefront of fundraising developments.
• Maintain an up-to-date knowledge of current legislation, best practice and industry standards and adhere to all relevant regulation including the Fundraising Regulator, Gambling Commission and ICO. Ensure all fundraising and marketing is ethical, effective and supporter centric
• This post may involve some national and international travel, overnight stays and very occasional working outside core office hours
• Undertake any other additional tasks as requested by the Director of Mass Markets

PERSON SPECIFICATION

Essential

Skills, Knowledge and Qualifications:

• Driven and proactive with a solutions-based attitude and the ability to motivate a team
• Strong interpersonal skills, with the ability to manage, influence and negotiate with stakeholders at all levels
• Ability to manage sophisticated budgets and performance forecasting models
• Comprehensive understanding and experience of audience segmentation, analytical modelling such as LTV and use of insights to drive strategy and performanc
• Commercial mindset, with the ability to set and evaluate short and long-term strategic objectives and pivot based on results
• Numerate with excellent data analysis and interpretation skills
• Excellent organisational skills, especially the ability to manage a complex, varied and substantial team workload
• Detailed understanding of UK gambling legislation and compliance requirements relating to prize-led fundraising
• Excellent verbal and written English and the ability to produce well designed and high quality proposals and reports
• Institute of Fundraising, Cass or comparable qualifications would be an advantage

Experience:

• Senior-level experience of leading individual giving programmes, with a proven track record of successfully running a multi-product portfolio (preferably across cause and prize-led products)
• Detailed understanding of UK gambling legislation and compliance requirements relating to prize-led fundraising
• Detailed understanding of cash and recurring revenue business models and budgets
• Experience of taking new products to market
• Experience and understanding of creative process and relationship with brand identity through different channels and audiences
• Experience of working in a fast-paced, high performing team
• Experience working for a centralised, international organisation would be a strong advantage
• Experience using a CRM system

Skills and Attributes:

• Language Skills: English (fluent). No additional languages are necessary but German or Swedish would be an advantage.

Candidates must have the right to work in the UK.

IRC UK strives to be an equal opportunities employer. IRC UK is committed to equality of opportunity and to non-discrimination for all job applicants and employees, and we seek to ensure we achieve diversity in our workforce regardless of gender, race, religious beliefs, nationality, ethnic/national origin, sexual orientation, age, marital status or disability.

IRC UK welcomes applications from all candidates, including underrepresented groups and refugees who have the right to work in the UK.

IRC UK will ensure that individuals with disabilities are provided reasonable adjustments to participate in the job application and/or interview process, and for essential job functions if appointed to a role. Please contact us if you may need such adjustments.

If you have any questions or need assistance with the online recruitment process, please
contact the IRC UK HR team at [email protected]

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