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Supporter Retention Officer

4 months ago

Dublin, Dublin City, Ireland The Wheel Full time

We have an exciting opportunity for a passionate and hardworking Supporter Retention Officer to join our fast-paced Individual Giving Team at Plan International

Title: Supporter Retention Officer

Reporting to: Individual Giving Manager

Direct Reports: None

Key relationships:

Individual Giving Manager

Individual Giving Officer

Supporter Care Administrator

Digital Officer

ICT and Digital Operations Officer

Global Sponsorship Team

Grade: 2

Contract Length: Permanent

Brief overview and purpose of role

We have an exciting opportunity for a passionate and hardworking Supporter Retention Officer to join our fast-paced Individual Giving Team at Plan International Ireland.

We are looking for a dynamic fundraising professional to help develop and deliver our retention strategy, to motivate and retain our supporters.

The primary purpose of the role is to deliver regular giving and cash supporter journeys across a multitude of fundraising channels, to both engage donors and maximise lifetime value. You will have a special focus on planning and delivering sponsorship communications in line with Plan Ireland's retention strategy and that of the Plan International globally.

As a Supporter Retention Officer, you will have the ability to deliver high quality supporter journeys whilst providing exceptional service to key internal and external stakeholders. You will need strong communication skills as well as proven project management and relationship management experience.

The role sits in the Individual Giving Team, which isat the heart of supporter recruitment and engagement for one-off and regular giving, with a specialism in child sponsorship.

If you thrive in working in a highly collaborative environment, possess great team-working skills and have a genuine passion for our values, feminist leadership principles and vision, we would love to hear from you

About Plan International Ireland

Plan International Ireland is a global children's charity striving for an equal world. One where every child can reach their full potential and every girl can choose her own future.

We bring people together to protect children's rights and keep girls safe, in school and in control of their bodies – even when disaster strikes.And we won't stop until we are all equal.

We work at local, national, and international level across over 75 countries to influence governments to tackle the root causes of child poverty and to create a more equal world for girls. We work with communities to advance education, advocate for an end to FGM and child marriage, amplify girls' and women's voices and much more. During emergencies, we save lives and ease suffering by providing cash/vouchers, shelter and sanitation, while also creating safe spaces to protect and keep children in school.

Established in 2003, Plan International Ireland influences and supports Plan International's work worldwide. Plan International Ireland has been certified as one of Ireland's Best Workplaces each year since 2020.

Key roles and responsibilities

Strategy and Planning

  • Partner with the Individual Giving Manager to develop a comprehensive donor retention strategy with a focus on child sponsorship.
  • Develop, implement and optimise robust supporter journeys that effectively drive increased value from donors by minimising donor attrition.
  • Develop an annual testing plan for donor communications with the aim of improving key campaign metrics and maximising value.
  • Actively seek ways to improve supporter engagement processes and procedures to optimise donor experience.
  • Collaborate effectively with Individual Giving and Digital Officer and Supporter Care, to align strategic efforts and maximise impact.

Execution

  • Create, implement and optimise digital supporter journeys for cash, regular givers and child sponsors utilising our email marketing platform to deliver personalised communications and monitor success.
  • Write powerful fundraising copy to communicate impact and increase supporter engagement across digital and traditional channels.
  • Coordinate the sponsorship welcome journey, ensuring sponsors receive welcome packs in line with communication preferences.
  • Manage our bi-annual newsletter from concept through to execution, to involve briefing external creative, copywriting and print suppliers.
  • Oversee the thank you process, working with the Supporter Care Administrator to ensure supporters receive timely and genuine acknowledgements.
  • Conduct regular reviews of the retention programme, producing regular reports to detail progress in line with key metrics and KPI's with a focus on minimising supporter attrition and maximising engagement and lifetime value.
  • Manage our quarterly review of all supporter retention journeys, ensuring communications remain fresh, compelling and in line with our brand.
  • Coordinate the delivery of the Sponsorship Cancellation process and Sponsor Correspondence Blocks, ensuring all outbound communications are in line with the overall retention strategy and communications plan for the sponsorship journeys.
  • Work with our ICT and Digital Operations Officer to gain insight from our database to ensure supporter segments are clearly defined and our journeys are tailored to all communication preferences and supporter needs.
  • Ensure the donor database is maintained to a high standard and that all data is input accurately and in line with GDPR regulations.
  • Engage with the global organisation on sponsorship communications and management, ensuring you are well informed on developments within the sponsorship programme and update the internal sponsorship communications to reflect all changes.
Person specification

Skills and Experience:

  • Minimum of 2 years' experience in customer experience, supporter care, fundraising or direct marketing.
  • Strong project management skills with the ability to manage multi-channel donor channels from end-to-end with expertise in communications planning and scheduling.
  • Relationship management experience with the ability to effectively manage and brief external suppliers.
  • Experience developing supporter journeys with success in reducing attrition and maximising supporter value.
  • Excellent written and verbal communication skills with strong interpersonal skills.
  • Experience working in an office environment.
  • Proven experience of creating fundraising copy that drives donor engagement and retention.
  • Experience with email marketing tools.

Personal Attributes:

The successful applicant will:

  • Be passionate about improving the lives of children, especially girls, around the world.
  • Thrive in a fast-paced environment.
  • Have a positive attitude.
  • Relish a challenge and embrace coming up with creative and innovative responses to solve problems.
  • Work collaboratively and for the better of the team.
  • Share and be committed to Plan International's vision and values.
Salary and benefits

Plan International Ireland operates a salary scale, as well as a broad range of employee benefits.

This role is graded as a Level 2 within our salary scale, with an expected range of between €30,000 and €36,000. Placement on the scale will be dependent on level of experience and fit within the role.

In addition to salary, Plan International Ireland provides a number of employee benefits, some of which include:

  • Private Health Insurance for all employees (from commencement date)
  • Matching company pension contributions up to 5% (once probation is complete)
  • Flexible working hours (core hours of 10am to 4pm daily, minimum of 37 hours per week)
  • Remote Working option on completion of probation to a maximum of one day per week from home.
  • Commitment to training and development.
  • 25 days annual leave, increasing with length of service up to 30 days.
Location

The Plan International Ireland office is located on Harrington Street, Dublin 8 (across from Brother Hubbard's). We are just a stone's throw away from the bustling and busy Camden Street area, with its many coffee shops, bars, restaurants, and much more Our nearest LUAS stop is Harcourt Street.

As an employee you will also be able to sign up to the Bike-to-Work scheme, or the TaxSaver scheme for DART, LUAS, and Dublin bus users.

Please note that applicants must have a valid work permit at the time of applying to enable them to work in Ireland.

Safeguarding

Plan International is committed to safeguarding people within our programmes from exploitation and abuse and has specific policies on this commitment (including a Code of Conduct) which outlines the expected behaviour and the responsibility of all staff, consultants, and other organisational representatives.

Any candidate offered a job with us will be expected to sign our Safeguarding Policies and Code of Conduct as an appendix to their contract of employment and agree to conduct themselves in accordance with the provisions of these documents. Specific roles may require police/Garda vetting.

To apply

Send your CV and a Cover Letter explaining why you believe you are suitable for this role.

Closing date19th June 2024.

This document is not intended to be an exhaustive job description - it serves only as an overview of the role.

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