Head of Fundraising Operations

Salary: £45,000-£52,000 per annum (Grade 3)

Position type: Permanent, Full Time, 37.5 hours per week

Responsible to: Director of Fundraising & Communications

Direct reports: Supporter Care & Compliancy Manager (with a team of 8), CRM Manager, Insight Manager (job share)

Location: Flexible location (our head office is in Truro, Cornwall)

Role purpose:

As part of ShelterBox’s new strategy, we are recruiting a Head of Fundraising Operations to lead the functions that support our fundraising activity, ensuring we are providing excellent, audience-driven supporter experiences and making data work for our fundraising and communications activity.

The successful candidate will be responsible for establishing a new team which brings together critical enabling functions that underpin and facilitate successful fundraising across the Fundraising and Communications department. The Head of Fundraising Operations will have no income target but will ensure that all of the non-income generating functions of fundraising are running efficiently, allowing our income generating activity to be as effective as possible – and providing the best experience for our wonderful supporters!

You will be our strategic lead for supporter care, audience insight, data management and analysis, fundraising compliancy, and business partnerships; ensuring we have an integrated and ambitious strategy for our fundraising operations activity.

This is a pivotal role in ShelterBox’s new fundraising and communications strategy and will be part of the Fundraising & Communications Senior Leadership team (there are 5 ‘Heads’ reporting into the Director). There is scope to grow the team, and to potentially extend its remit once it is established.

Who are we looking for?

We are looking for someone with a passion for supporter experience. You will have experience leading and motivating a high performing team, as well as having substantial supporter care, data management and fundraising compliance expertise. The ideal candidate will have a track record of supporting the use of insight and data for fundraising or marketing purposes – through reporting, analysis and audience insight development.

This role is new within ShelterBox, so a proactive ‘can do attitude’ is vital! You will need to have strong CRM experience, ideally with a track record of developing technical processes for new fundraising activities.

The successful candidate will be a strong communicator who is adept at identifying methods to improve our ways of working, and the ability to influence others to implement these improvements. Strong external and internal stakeholder management experience is essential and your relationship building skills will need to be excellent.

Duties will include but not be limited to:

Operations Management & Supporter Care

• Developing and leading a Fundraising Operations Strategy which supports the delivery of our fundraising and communications activity, ensuring we are providing first class supporter experience.
• Management of the Fundraising Operations team and the delivery of all its functions. This includes supporter care, insight, fundraising standards and the database (Blackbaud CRM).
• Work very closely with fundraising teams to develop ways of working, tactics and processes (including supporter journeys) that ensure the success of ShelterBox’s fundraising activity and putting supporters at the heart of what we do.
• To be accountable for the management of donation and supporter processing, in-house and through agencies, increasing efficiency for the team and improving supporter experience.
• Develop strong business partnerships and supporting processes for all relevant parts of the organisation, especially IT, legal and finance.
• With our finance team, ensure we are maximising Gift Aid income whilst fully meeting the regulations and requirements of accurate gift aid declarations.
• Along with the Supporter Care & Compliancy Manager, be accountable for ensuring best practice in delivery of all fundraising activities and compliance with all applicable laws and best practice, managing reputational risk.

Data, Insight & CRM

• Develop and deliver a Fundraising & Communications Data Strategy and champion the use of data and insight within the Fundraising & Communications department to drive strategic decision making.
• Support the development and implementation of ShelterBox’s org-wide data programme with focus on reporting and analytics, data management, and data learning.
• In partnership with IT, develop a suite of reports that will enable better fundraising decision making and performance accountability.
• Manage and oversee the insight team to develop strategies and tactics to increase our income and reach across all UK audience groups.
• Support the development and implementation of an insight strategy that informs how we improve supporter experience (and thus recruitment and retention) through actionable and shareable insights.
• With the support of the CRM Manager, champion the use of CRM across ShelterBox and ensure we are maximising its potential (including with our international teams), inclusive of training programmes.
• Working with the CRM manager to review existing data structures within the CRM, developing and managing a process to ensure new activities are structured in a consistent way across teams (to maximise onward reporting and insights).
• Ensure the development and use of reporting mechanisms that empower all teams to use data to inform decision making.
• Ensure we effectively and robustly manage and maximise all data relating to our supporters including through the collection of qualitative and quantitative data and feedback from our supporters to inform our decision making.
• Provide the strategic insight needed on department KPIs and performance to ensure that the Directorate is on track in delivering relevant objectives and outstanding supporter experience across the board.

Other responsibilities

• Ownership, development and management of the Fundraising Operations expenditure budget in line with ShelterBox’s financial management processes.
• Be a key member of the Fundraising & Communications Leadership team and wider leadership team at ShelterBox.
• Select, negotiate and manage contracts with external suppliers to deliver timely, compliant and cost effective activities.
• Keep up to date with fundraising compliancy and other sector trends and developments.
• Provide leadership and motivation to your team, and foster teamwork ensuring all activities are within the charity’s aims, objectives and values and in compliance with all legal and regulatory requirements;
• Champion equality and diversity within the organisation.
• As part of an emergency organisation there will be times when you will be required to work evenings and weekends at short notice in response to a disaster.
• Any other duties as required which are deemed appropriate to the level and grade of the post. The scope of this role may widen.