Head of Supporter Services, Fundraising, Dublin

3 weeks ago

Dublin, Dublin City, Ireland SPEEDECK Full time
Head of Supporter Services, Fundraising, Dublin (Full Time)Dublin, IrelandDescription

Title: Head of Supporter Services, Fundraising, Dublin

Location: Dublin City Centre

Contract: Permanent, Full Time

Primary Purpose: Focus Ireland has developed an ambitious strategy to prevent homelessness from ever occurring and to provide effective support and solutions for those who do become homeless.

Reporting to the Director of Fundraising, the Head of Fundraising Supporter Services is responsible for donor care, the tax reclaim portfolio, and CRM. This is a strategic role tasked with collaborating across all fundraising teams and channels to seek efficiencies to better serve, retain, and maximize the value of all supporter relationships and touchpoints.

The Head of Fundraising Supporter Services will play a critical role in the wider fundraising team, with the goal of providing Focus Ireland supporters with the best experience possible, focused on first-class donor care and strategic data insights.

What you will do:

  • Use a data-led strategic approach to all supporter development, stewardship, and acquisition strategies.
  • Oversee all tax campaigns to deliver on agreed targets and KPIs.
  • Comply with all policies, procedures, legal and regulatory requirements, and best practices, including GDPR and PCI compliance.
  • Lead the Donor Care and CRM teams to develop a strong team culture.
  • Develop and manage relationships with external third-party agencies employed to help deliver programmes of activity.
  • Manage team costs and expenditure budgets ensuring all activity is implemented within budget and defined cost ratios.
  • Coordinate reports to determine the viability of the fundraising portfolio.
  • Collaborate with all fundraising teams to identify and develop best practice donor care processes across all donor touchpoints.
  • Identify opportunities to develop people and technology to support more efficient, streamlined donor care processes.
  • Cooperate with stakeholders outside the fundraising department, such as in Finance, HR, and Services as applicable.
  • Contribute to sector sharing groups and networks to keep up to date with best practice process developments and opportunities.
  • Further develop a suite of KPIs for Donor Care team performance to report on efficiency and functionality of team and processes.
  • Actively collaborate across the fundraising department on coordination of proactive approaches to retention and maximizing the value of donors who might lapse or stop giving.
  • Support the Individual Giving team on the delivery of an annual calendar of retention-focused activities.
  • Manage the data capture and storage of donor information in line with data protection principles and Focus Ireland data protection policies.
  • Manage a process with CRM and Donor Care staff to check data quality and correct as necessary.
  • Coordinate database management, overseeing high quality and accuracy of data inputting and reporting on same.
  • Support fundraisers, the CRM team, and the digital team in using external systems.
  • Manage income processes through the website payment system including fraud processes.
  • Liaise with colleagues and suppliers to introduce system improvements and address issues.
  • Support the CRM team in testing new system developments.
  • Work closely with web and CRM teams to manage improvements for donor data capture and income attribution.
  • Identify opportunities for systems improvements to maximize efficiencies.
  • Collaborate with other departments to improve system integrations and CRM migration projects.
  • Lead the CRM team to improve systems and processes around facilitation of tax claims.
  • Oversee implementation of the tax-efficient giving programme.
  • Manage the Telemarketing Officer and coordinate requests through a shared diary.
  • Work across fundraising teams on development and implementation of bespoke donation acknowledgments.
  • Coordinate donor care communication with donors and supporters.
  • Develop appropriate messages and tools to improve donor engagement.
  • Track, report, and identify trends on donor communication types and volumes.
  • Plan approaches to systemize and innovate where possible to improve cost-effectiveness.
  • Support Finance colleague in preparation for the annual audit.
  • Contribute to financial reporting at month end and as required.
  • Oversee effective administration and financial processes in relation to reconciliation, thanking, and banking.

What you will need:

  • Typically, 3-5 years' donor or customer care and/or fundraising experience from commercial or charity sectors.
  • Highly developed leadership, management, communication, and team building skills.
  • Customer Relationship Management (CRM) database experience (MS Dynamics an advantage).
  • Excellent understanding of Data Protection law and best practices, including GDPR.
  • Experience in developing strategic plans and regular workplans.
  • Strongly analytical with a proven track record in data-led approach to supporter development.
  • Excellent written, verbal and interpersonal skills.
  • Experience working in a busy environment, prioritizing activities appropriately.
  • Proficient with Word, Excel and Outlook.
  • Ability to work on own initiative without close supervision.
  • Ability to work under pressure to tight deadlines.
  • Meticulous attention to detail and accuracy.
  • Educated to university standard or equivalent in work experience.
  • Champion Focus Ireland Values.

The successful candidate will need to show reasonable flexibility in relation to hours of attendance to meet the needs of the work. Work during weekends, evenings, and unsociable hours may be required.

Focus Ireland is an equal opportunities employer.

Focus Ireland currently employs 435 people in various capacities that include permanent, fixed term, full time, part time, and relief.

What we offer:

  • Top up Maternity Benefit up to 22 weeks
  • Top up Paternity leave up to 8 days
  • Education Policy - provision of financial support for upskilling/qualifications
  • Paid expenses
  • Cycle to Work scheme
  • Annual Leave – 25 days
  • Defined Contribution – 5% employee contribution and 7% employer contribution
  • EAP – Employee assistance programme – staff counselling
  • Death in Service benefit – 3 times salary
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