Supporter Care and Database Manager

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Join Barts Charity to enhance supporter care, manage databases, and increase voluntary income through strong relationships. Be part of a diverse and impactful fundraising team focused on healthcare improvements and transformative research in East London and beyond.


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Supporter Care and Database Manager

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  1. Supporter Care and Database Manager Job Pack June 2023

  2. Welcome Thank you for your interest in joining Barts Charity. We are a charity with its roots in East London, dedicated to supporting improvements to healthcare and transformative research for local health benefit in East London, and beyond. You ll be joining us at an exciting time as we recently rolled out our ambitious new five-year organisational strategy (2022- 2027). This aims to continue our 30 million per year funding programme and celebrate 900 years of St Bartholomew s Hospital with our most ambitious fundraising campaign to date. Barts Charity funding is focussed on East London, one of the most diverse and fastest-growing areas of the UK. Our funding programme reflects this breadth and diversity, and its impact reaches far beyond our local area. We fund a wide range of activities, from medical research and healthcare innovation to activities that improve NHS staff wellbeing and patient experience. We support early ideas and their development as well as transformational multi-million-pound research and healthcare programmes. We work across a broad range of health conditions and research challenges and are committed to addressing health inequalities. It s an exciting time to join the Fundraising team at Barts Charity. With a new Public Fundraising strategy and team in place there is real potential to harness the warmth that is felt from the East London community towards its hospitals, develop long lasting relationships with supporters and grow our fundraised income. We are seeking a Supporter care and Database manager to join the Fundraising team, to design and deliver efficient and effective supporter care, journeys and income processing, with the aim of increasing voluntary income through building strong relationships with supporters. It s an exciting time on the fundraising team as we start to understand our donors and their motivations more. This is a great opportunity for someone who will enjoy getting under the skin of our data and refining our processes to enable the whole team to give our donors the very best experience possible. We look forward to hearing from you. Ilia Ralphs Director of Fundraising 2 Supporter Care and Database manager Barts Charity

  3. About us Barts Charity 3

  4. About Barts Charity For healthy East London lives As East London s oldest healthcare charity, we ve been at the forefront of advancing healthcare for hundreds of years. The hospitals we support strive to provide excellent care to their patients. Yet too many people s lives in East London are affected by ill health. At Barts Charity we have East London in our hearts and we want healthier, longer lives for everyone in our community. Together with our partners we make better healthcare possible, funding brilliant ideas and ground-breaking research to transform lives. We invest in inspiring people and projects that have the greatest impact on the health and lives of local people. And as our local community is one of the most diverse places to call home, what makes a difference in East London has the potential to touch lives across the world. As the dedicated charity for Barts Health NHS Trust, we support St Bartholomew s, Whipps Cross, Newham, Royal London, and Mile End hospitals, as well as the Faculty of Medicine and Dentistry at Queen Mary University of London. We also support researchers at the School of Health & Psychological Sciences at City, University of London. We are committed to investing around 150 million in new projects over the period 2022-27 in key areas of research and healthcare. We ve already made a great start in the year ended March 2023, we awarded over 40m, our largest ever annual funding programme. 4 Supporter Care and Database manager Barts Charity

  5. We are committed to Professional development At Barts Charity we like to nurture our talent so upskilling our people with continuous learning is important to us. We work hard to make sure Barts Charity is a rewarding and inspiring place to work. We ensure that individuals, groups and the whole team have learning and development opportunities so that staff make the best contribution they can, enjoy good job satisfaction and progress their careers. We run an all-staff programme of roughly quarterly training covering both hard and soft skills recent examples have covered Unconscious Bias, Being Assertive in the Workplace, Project Management and Presentation Skills. Mental wellbeing We are committed to supporting the mental health of our staff; we seek to provide a supportive culture where conversations about mental health challenges are normalised and staff can get access to external support services at any time using our Employer Assistance Programme. 5 Supporter care and Database Manager Barts Charity

  6. About the role Supporter Care and Database manager 6

  7. Terms of employment Salary Circa 40k depending on experience Contract Permanent Location Ground Floor, 12 Cock Lane, London EC1A 9BU Hybrid working, 3 days at home, 2 in the office (Tuesdays and Wednesdays). We are a fully accessible office Annual leave 27 days plus bank holidays Pension 8% employer s contribution Subject to completion of 6-month probation: Interest free travel season ticket loan Private healthcare insurance (taxable benefit in kind) Other benefits Employee Assistance Programme Social events within office hours 7 Supporter care and Database Manager Barts Charity

  8. Job description Job title Supporter Care and Database Manager Contract Permanent Department Fundraising Reports to Head of Public Fundraising Key relationships Internal: all Barts Charity staff (Funding & Impact team, Finance, Fundraising, Marketing & Communications and Operations teams) External: Barts Health NHS trust, Queen Mary University of London, City University of London Job purpose Oversee effective and efficient Supporter Care and Database operations and marketing to support the successful delivery of the fundraising strategy ensuring we optimise the potential of our supporter relationships. 8 Supporter care and Database Manager Barts Charity

  9. About the role and fundraising team Our fundraising team comprises a Public Fundraising and Major Giving team. Whilst this role sits within the Public Fundraising team, (reporting to the Head of Public Fundraising, and working alongside a Challenge Event Manager, Community Fundraising Manager and Individual Giving Manager,) it also interfaces with and supports colleagues in the Major Giving team in particular our Stewardship Manager. This is a key role for fundraising, overseeing our Supporter Care and Database function. It is an exciting opportunity to develop and deliver our supporter care strategy in line with the fundraising and overarching charity strategy and objectives. You ll work with colleagues across the organisation to drive value from our database and ensure supporter data is collected and recorded accurately and in a way that will ensure we can optimise our fundraising aspirations. With a newly created Public Fundraising team (autumn 2022) there is scope to review and refine our existing processes, ensuring they are fit for purpose to support our growing fundraising activity, enable the whole team to give our donors the very best experience possible, and ensure effective pipelines are in place to spot opportunities to grow value from supporter relationships across the wider fundraising directorate. 9 Supporter care and Database Manager Barts Charity

  10. About you This is a great opportunity to join an ambitious and supportive team committed to delivering life changing improvements to healthcare for the people of East London. You are an ambitious self-starter with a passion for excellent supporter care and an understanding of the role supporter care plays in loyalty and retention of supporters. You will be a confident communicator, with excellent written and verbal communication skills personable, professional and diplomatic when required. You ll enjoy building relationships with internal stakeholders, liaising and taking briefs when necessary from internal teams but equally you ll enjoy building relationships with regular supporters and spot opportunities that can be flagged to colleagues in fundraising if a relationship could bring longer term value. You ll be pro-active, positive and enthusiastic with a solution-focussed attitude and good problem-solving opportunity. You ll like to lead by example and enjoy motivating others, as well as playing your part in a wider team working towards organisational goals. You ll have experience of building and refining processes to deliver efficiencies for your area of responsibility and your excellent attention to detail will ensure supporters receive a consistently positive experience, and key internal stakeholders reliant on information from your team will receive this in a timely and accurate fashion. A proven track record overseeing the accurate and effective use of a customer database, with excellent knowledge of regulatory requirements in relation to holding customer data will be key as well as an ability to extract and manipulate data for colleagues for marketing, insight and reporting. 10 Supporter care and Database Manager Barts Charity

  11. About you (continued) You will adopt our values (pictured below), including our strong commitment to Equity, Diversity and Inclusion (EDI) and ensure they are embedded in all activity, and you will be ambitious for Barts Charity and for the communities we serve. 11 Supporter care and Database Manager Barts Charity

  12. Key areas of responsibility Oversee the delivery of best practice supporter care and experience for the charity, ensuring all stakeholders enquiries and requests are handled appropriately, professionally and in a timely manner. Lead on strategic and change projects for Supporter Care and the database for example integration and automation projects, streamlining data imports or exports with external suppliers, or embedding Supporter journey strategies. Working with key stakeholders in fundraising and others across the organization, lead the development and implementation of a new supporter care strategy that supports the fundraising strategy and our efforts to maximize supporter engagement and income generation. Ensure processes and database infrastructure are in place and continually monitored and improved so that excellent relationships can be fostered with supporters, supporter journeys implemented, and fundraising pipelines developed that can support important opportunities (mid value, major donor, legacy) Ensure efficient thanking and banking of donations, and that all relevant data from supporters who enquire about fundraising or donate is recorded in line with data protection policies. Oversee the efficient running of monthly reconciliation of income raised and ensure that records are kept in accordance with legal/statutory guidelines for financial audit and accounting requirements Oversee process for claiming and maximizing Gift Aid income and ensure all documentation, processes and database functionality relating to Gift aid declarations are in place and meet standards laid out by HMRC and best practice 12 Supporter care and Database Manager Barts Charity

  13. Key areas of responsibility Be responsible for developing and maintaining the performance and integrity of our CRM database (Salesforce) and work collaboratively with the Systems Manager and other Database champions across the organization. Oversee and project manage creation of segmented data selections (marketing lists) for fundraising campaigns using Salesforce - taking briefs from fundraisers, and delivering accurate data sets within lead times for campaigns. Develop and deliver monthly KPI reports for fundraising managers and Directors using income reporting from Salesforce and create dashboard analytical reports as required. Recruitment and line management of a Fundraising and Supporter Care Officer and potentially a more database specific role in the future 13 Supporter care and Database Manager Barts Charity

  14. Person specification - We are looking for someone with: Requirement Essential Desirable Previous experience of managing a supporter or customer care function X Evidence of going above and beyond to deliver excellent customer care X Extensive experience of working with a CRM Database, (ideally Salesforce) data management and the extraction and manipulation of data from CRM s for fundraiser use an understanding of the use of data and insight to inform marketing plans X Experience of managing income and Gift Aid processing and reconciliations X Demonstrable understanding of the regulatory and compliance environment, including Fundraising Code of Practice, Gift Aid, GDPR, Vulnerability and PCI/DSS X Experience of working in a team/organisation supporting multiple people/functions. X Up to date knowledge of the fundraising sector and current fundraising and supporter experience trends X Line management experience, including developing and motivating direct reports X Excellent attention to detail, analytical and problem solving skills X Excellent communication and influencing skills written and verbal X Experience working within the charity sector X 14 Supporter care and Database Manager Barts Charity

  15. Apply 15

  16. How to apply Please send a CV and a supporting statement to belton.bass@harrishill.co.uk The statement should be no more than 2 sides of A4, telling us why you want to work for Barts Charity and how through your experience of supporter care and database management you can help us strengthen relationships and increase income. Please refer to the key responsibilities of the role and the requirements of the person specification to demonstrate how you are suitable for this role. Deadline for applications: 4 September Online interview w/c 11 Sep with Head of Public Fundraising and Director of Fundraising. Candidates may also be asked to meet other members of the wider team at second interview at our ECI offices w/c 18 Sep. We are a friendly, diverse and inclusive team and are committed to having employees that represent all communities. We welcome applications from people from all identities and backgrounds and we particularly want to encourage people from under-represented groups to step forward and apply to work with us. So that candidates can feel they have performed in the interview to the best of their ability, we will share the interview questions prior to the interview. 16 Supporter care and Database Manager Barts Charity

  17. Thank you bartscharity.org.uk Registered charity no. 212563

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