Loyalty Manager

Lifeline; Sydney; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Salary packaging

Flexible working arrangements

Job summary

Lifeline Australia seeks a dedicated Loyalty Manager within the Individual Giving team to lead loyalty and retention programs for single and regular givers, increasing revenue and donor lifetime value. You will oversee revenue-generating communications and campaigns across appeals, Giving Day, and regular giving activities.

You will partner with the Supporter Experience team to align engagement, stewardship and lifecycle communications, translating insights into impactful fundraising strategies

Qualifications

• Demonstrated experience in individual giving or donor development.
• Proven ability to plan multi-channel fundraising campaigns.
• Strong analytical skills and forecasting capability.
• Experience collaborating with marketing and donor services teams.

Responsibilities

• Lead loyalty and retention programs to grow donor retention and revenue.
• Plan and execute appeals, Giving Day campaigns and multi-channel activities across DM, email, SMS, telemarketing and digital channels.
• Develop compelling fundraising propositions and campaign briefs with stakeholders.
• Drive regular giving performance through retention, upgrades and reactivations.
• Analyse campaign results to identify growth opportunities and optimise donor journeys.
• Manage budgets, external suppliers and ensure ROI.

Skills

Loyalty & retention

Lifecycle fundraising

Campaign planning

Stakeholder engagement

Data analysis

Forecasting & budgeting

Job description

• Full time role, hybrid working arrangements on offer
• Sydney CBD offices located close to public transport
• Good salary with access to salary packaging
• Outstanding opportunity to join iconic Australian brand making a real impact at an exciting time of growth

ORGANISATION

“Lifeline exists to ensure that no person in Australia has to face their toughest moments alone”.

Lifeline Australia is a national charity that offers 24/7 crisis support and suicide prevention services to all Australians. Established more than 60-years ago, Lifeline also supports the development of suicide prevention services and Lifeline centres throughout Australia.

Lifeline is embarking on an exciting transformation journey, guided by an ambitious 2024-2027 Strategic Plan, enabling enhancements across services, technology and workforce to bring about better outcomes and a more accessible and flexible support system for help seekers.

ROLE

Sitting within the Individual Giving team, the Loyalty Manager leads Lifeline Australia’s loyalty and retention program for single and regular givers, increasing revenue and supporter lifetime value through effective donor retention and development strategies. The role is accountable for achieving agreed loyalty and retention revenue targets across appeals, Giving Day, regular giving retention and donor development activities. Working closely with the Supporter Experience Manager and Donor Acquisition Manager, the role translates supporter insights, lifecycle strategies and acquisition learnings into effective fundraising activity. The Loyalty Manager owns revenue-generating communications and campaigns for single and regular givers, while partnering with the Supporter Experience team to ensure these activities complement broader engagement, stewardship and lifecycle communications. The role is accountable for planning, delivering, optimising and reporting on revenue-generating communications and campaigns, including appeals, Giving Day, and regular giving declines, upgrade and reactivation initiatives.

RESPONSIBILITIES

• Lead the delivery of loyalty and retention fundraising programs to grow donor retention, engagement and revenue.
• Plan and execute appeals, Giving Day campaigns and multi-channel fundraising activities across direct mail, email, SMS, telemarketing and digital channels.
• Develop compelling fundraising propositions, campaign briefs and communications in collaboration with marketing and key stakeholders.
• Drive regular giving performance through donor retention, upgrade and reactivation strategies.
• Analyse campaign performance, supporter behaviour and fundraising results to identify opportunities for growth and optimisation.
• Partner across fundraising teams to deliver effective supporter journeys and identify opportunities for gifts in wills, mid-value giving and other fundraising programs.
• Manage campaign budgets, external suppliers and agency relationships to ensure successful delivery and return on investment.
• Ensure all fundraising activities comply with relevant legislation, organisational policies and best practice standards.

YOUR SKILLS & ATTRIBUTES

• Demonstrated experience in individual giving, direct response fundraising or donor development, with a strong understanding of supporter loyalty, retention and lifecycle fundraising; not-for-profit experience is preferred.
• Proven experience delivering appeals, donor retention, regular giving and donor upgrade programs across multiple channels.
• Experience managing complex projects and multiple stakeholders, delivering outcomes on time and within scope.
• Excellent written and verbal communication skills, including stakeholder engagement and content development.
• Demonstrated ability to meet revenue targets, supported by sound forecasting, performance tracking and commercial judgement.
• Strong analytical capability, with experience interpreting campaign and supporter data to identify trends, behaviours and opportunities and inform decisions.
• Experience using audience segmentation, supporter insights, propensity models and fundraising CRM data to inform campaign decisions.
• Experience managing campaign budgets, agencies, telemarketing providers and external suppliers.
• Flexible availability, including occasional evening and weekend work.