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Role Profile Role: Individual Giving Experience Manager Home team: Individual Giving Purpose of role: Develop and manage fundraising projects/programmes designed to meet Friends of the Earth’s income targets through direct marketing projects/programmes to acquire new supporters and to retain and add value to existing supporters; to monitor performance and make tactical and strategic recommendations to enhance performance. Reports to: Individual Giving Manager Required to: Expertise: Deliver outcomes: Needs to have: Initiate, develop and manage projects in line with the DM strategy, plan and execute agreed objectives, determining theme and target audience to achieve agreed objectives such as acquisition/retention of supporters/donors, development of new channels, target volumes, net contribution and return on investment. Manage the financial resources of projects; preparing regular financial and non-financial forecasts and reviews of the activities, acting on variances; manage expenditure to obtain best value for money and in accordance with Friends of the Earth’s financial policies and procedures. Monitor and analyse outcomes from projects and report regularly on progress and key learnings, including evaluation of cost effectiveness, levels of potential/acquisition and sustainability. Work with other members of the Individual Giving Team to ensure that all communications with supporters are part of an integrated supporter journey Work closely with key internal staff to ensure a good flow of content for effective supporter communications. Liaise with external agencies to agree all aspects of communications programmes, providing accurate briefs and ensuring that all copy is signed off appropriately, and that all communications accurately reflect the FOE brand. Manage the creative process, enure that the content of all output and materials, verbal and written, reflect Friends of the Earth’s work and priorities. A good appreciation of the challenges and issues relating to own area of expertise. Relevant fundraising/direct marketing or consumer marketing experience, in a business-to-consumer or charity context. Proven experience of applying skills in recruiting, retaining and developing supporters/customers in own area of expertise: experience of customer care and/or customer relationship programmes. Excellent oral and written skills with the ability to write, evaluate and proof audience appropriate copy. Experience in negotiating with others and gaining agreement from suppliers when necessary, especially with respect to reputation management. Experience of strategic, operational budgeting and financial planning: proven ability to analyse and interpret complex financial, performance reporting and marketing data and to draw conclusions/make clear recommendations based on evidence. Proven organisational, project and time management skills, demonstrating effective teamworking and supporting others to deliver to agreed standards. Knowledge of codes of practice, regulatory framework and complaints handling to meet FRSB requirements, as appropriate to the specialist area of work. Keep abreast of marketing trends and acquisition opportunities, and develop and maintain a testing programme to ensure that FOE’s supporter acquisition programmes are as costeffective as possible. Develop and maintain testing programmes for reducing attrition rates amongst all supporter segments, as part of the supporter journey. Identify new market segments, develop test programmes for recruiting supporters from those markets, and roll out where investment returns are sufficiently high. Focus of expertise: Required to be Friends of the Earth’s leading specialist in a specialist area of direct marketing, using specialist knowledge and expertise to support the delivery of the section’s objectives and targets. Focus of development: Keeping abreast of fundraising trends and techniques, relevant regulatory frameworks and how these might apply to own area of specialisation. Work closely with all internal stakeholders to identify other potential groups of supporters from activist and campaigning groups, develop test programmes and roll out where investment returns are sufficiently high and internal repercussions are manageable. Building broader organisational skills, `including project management expertise. Work with other colleagues in fundraising to develop a customer care strategy for different levels of Friends of the Earth donors. Each of the Individual Giving Fundraising Officers will need to develop expertise across each of the following disciplines: Ensure that, wherever possible, all DM campaigns are integrated into overall fundraising and organisational campaigns, and that they are consistent with the activities of other parts of the organisation Face to Face Donor Acquisition Donor Acquisition Digital Fundraising Donor Development Ensure that the projects meet overall direct marketing strategy objectives, liaising with the Individual Giving Manager and fundraising/Individual Giving colleagues as required to ensure fit with other core strategic activities and/or campaigns. Responsible for delivering tasks agreed in project teams, prioritising between work arising from project(s) and other work, and working together with other project team members to meet project objectives in accordance with project management guidelines. Develop others: Support less experienced team members to develop a better working knowledge of specialist direct marketing activities. Recruit volunteers including intern or placement students, government-sponsored trainee schemes and train, supervise and review their work. May have delegated authority for allocating and managing the work of other staff or consultants. Build relationships: Represent Friends of the Earth externally to supporters and marketing agencies on matters relating to the section’s activities. Development will include project management, developing creative briefs, agency management, management of effective communication messages, donor care, maximising conversion rates and new donor development Liaise with and maintain good relationships with external agencies, external consultants and the Supporter Services team at Luton to ensure effective implementation of recruitment and fundraising programmes. Liaise with colleagues elsewhere in fundraising, communications and campaigns to ensure that fundraising effort reflects Friends of the Earth’s strategic priorities. Ideas and solutions: Research latest fundraising developments and fundraising techniques that relate to own area of work in order to maximise effectiveness of direct marketing activities. Contribute to the development of the direct marketing strategy and planning, including assisting the Individual Giving Manager in preparing and agreeing income and expenditure forecast budgets and targets, and monitoring and tracking results. Career stage: Specialist Levels: 1 – 7, reference at 6