Senior Loyalty and Engagement Officer

Mind National Association for Mental Health; Cardiff; Hybrid; GBP 42,000 - 56,000; Full time

Job summary

Mind in the UK is seeking a Senior Loyalty and Engagement Officer to enhance supporters’ fundraising and campaigning experiences. The role sits within the Supporter Experience and Data team and operates on a hybrid model in London or Cardiff.

You will lead the Supporter Experience Strategy, using data insights to improve trust and satisfaction while coordinating multi-channel communications and engagement activities.

Qualifications

• Experience with data insights to improve supporter experiences.
• Ability to design and monitor supporter journeys using segmentation.
• Experience in planning and evaluating engagement activities.

Responsibilities

• Lead the implementation of the Supporter Experience Strategy to improve trust and satisfaction scores.
• Use data insight to recommend improvements to the supporter experience and monitor impact.
• Deliver the supporter survey and manage its outputs.
• Coordinate the supporter communications calendar across channels.
• Implement cross-sell strategies to engage supporters in Mind's work.
• Leverage audience insight and segmentation to design supporter journeys.
• Evaluate and measure supporter engagement activity across programs.
• Collaborate across teams to deliver aims and strengthen relationships.

Skills

Data analysis

Stakeholder management

Cross-functional collaboration

Project management

Job description

We're recruiting a Senior Loyalty and Engagement Officer to join our team. This role is focused on ensuring supporters have a great experience when they fundraise and campaign for Mind, and is part of the Supporter Experience and Data team.

Hybrid working: Based in either our London or Cardiff offices with a hybrid working arrangement. Employees are expected to attend the office 2 days per week, with flexibility depending on business needs.

Key duties and responsibilities

The post holder will lead the implementation of the Supporter Experience Strategy to improve Mind's trust and satisfaction scores.

You will use data insight and best practice to make recommendations for improvements to the supporter experience and monitor the implementation and impact of this work.

This includes:

• Delivery of the supporter survey
• Working to maximise contactability to deliver long-term relationships with supporters
• Managing the supporter communications calendar
• Implementing our cross-sell strategy, offering additional ways for supporters to be involved in Mind's work.
• Experience of using audience insight and segmentation to design, plan and deliver supporter journeys, ensuring we deliver exceptional supporter experience.
• Experience of using a variety of methods to evaluate and measure supporterengagement activity.
• Significant experience of working across teams to deliver aims and objectives,developing strong relationships and fostering a collaborative approach to activity.
• Knowledge of strategic communications planning and managing a variety of channels to ensure supporter experience is coherent, effective, and fulfilling for individuals as well as meeting team objectives and organisational goals.
• Excellent understanding of compliance and data protection issues and the skills to develop and implement improvement processes.
• Experience of project management including planning, developing, implementing, monitoring, evaluating, and regular reporting on performance to senior stakeholders.

Mind's equity statement

Mind is committed to equality of opportunity for all staff, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please refer to the Role Profile while completing your application as candidates will be shortlisted based on how closely they match the criteria in the personal specification.

This role requires a Disclosure and Barring Service (DBS) check.