Supporter Experience Officer

Medical Detection Dogs; Milton Keynes; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Sick Pay

Health Cover

26 days holiday

Free On-site parking

Life Insurance

Enhanced Maternity Cover

Job summary

Medical Detection Dogs is seeking a proactive Supporter Experience Officer to join the Individual Giving team in MK. The role focuses on creating inspiring donor journeys and coordinating fundraising enquiries, while collaborating with Communications and Fundraising to deliver a seamless supporter experience.

The successful candidate will analyse donor journeys across email, web and donation paths, maintain donor records in the CRM, and produce regular KPI reports to guide strategy.

Qualifications

• Minimum of two years’ experience in a similar role or relevant experience.
• Experience supporting fundraising, marketing, supporter engagement or customer experience activities.
• Ability to interpret performance data and use insights to improve supporter engagement.
• Experience producing reports and analysing trends.
• Well-organised with strong attention to detail and proactive.

Responsibilities

• Plan, develop and implement supporter experience journeys across audiences.
• Analyse journeys across email, website journeys and donation paths for seamless experience.
• Coordinate incoming fundraising enquiries and allocate to the right teams.
• Work across the charity to ensure excellent supporter experience at every touchpoint.

Skills

MS Office

Data analysis

Communication

Time management

Team player

Customer experience

GDPR awareness

Tools

CRM systems

Job description

LOCATION: MDD Centre, Great Horwood, MK17 0NP (Primarily office-based, with opportunities for hybrid working subject to organisational needs)

JOB TYPE:37.5 hours (9am – 5pm), full time with some evening and weekend work as required.

Requests for part-time hours can be considered.

CLOSING DATE: 23:59 on Sunday 27th September

MAIN PURPOSE AND SCOPE:

This newly created role will sit within our Individual Giving team whilst also working closely with the wider Fundraising and Communications team. In an increasingly competitive funding landscape, it is essential that Medical Detection Dogs continues to provide our supporters with an excellent experience at every stage of their involvement. The Supporter Experience Officer will be vital in helping us to create and deliver inspiring journeys for all our supporters, that will increase the value of their lifetime giving.

This is a fantastic opportunity for a proactive individual with excellent organisational skills to contribute to a growing and ambitious Fundraising Team.

Responsibilities of the Role:

• Work closely with the Fundraising Team and Communications Team to plan, develop and implement excellent supporter experience journeys for different audiences across the charity.
• Analyse our existing supporter journeys across key digital touchpoints, including email, website journeys, mailing list sign-ups and donation journeys, ensuring alignment and integration with relevant teams to deliver a completely seamless experience.
• Help co-ordinate incoming fundraising enquiries and fulfil or allocate them to the appropriate team members.
• Work collaboratively across the whole charity to ensure all our supporters receive an excellent experience at every touchpoint.

Individual Giving

• Work closely with the Individual Giving Manager to support the development and documentation of the donor engagement processes.
• Support fulfilment and progress updates related to our regular giving programmes, such as Sponsor a Puppy and Name a Puppy.
• Provide direct responses to individual giving enquiries where appropriate, maintaining a high standard of communication and service.
• Ensure timely and personalised acknowledgements (thank you letters and certificates) are sent to donors.

Communications & Digital Acquisition

• Alongside the Individual Giving Manager and Head of Communications & People Engagement, help convert a rapidly growing social media following into new donors.
• Work closely with the Head of Communications & People Engagement to support key and timely messaging on social media platforms.
• Support the creation and delivery of strategic communications such as our e-newsletters, impact reports, supporter emails and magazine.
• Coordinate a communications schedule across the Fundraising team, to support the Communications team with planned Fundraising content.

Data, Reporting and Administration

• Develop and maintain appropriate segmentation of our data to provide bespoke supporter experiences for our donors.
• Monitor and collate performance data from Medical Detection Dogs’ online platforms and CRM database.
• Report quarterly on a list of KPIs to help us improve supporter experience and provide insight to support our Fundraising strategy.
• Accurately record all supporter interactions and correspondence on the CRM database, in line with GDPR.
• Conduct regular data cleansing and updates on the CRM database to ensure supporter records are maintained accurately.
• Assist with other administrative tasks that support fundraising and communications activity.

Other tasks or ad hoc duties agreed with your line manager required to ensure the successful running of the charity.

Experience

• Minimum of two years’ experience in a similar role or relevant experience.
• Experience supporting fundraising, marketing, supporter engagement or customer experience activities that have driven engagement and positive outcomes.
• Ability to interpret performance data and use insights to improve supporter engagement.
• Experience producing reports and analysing trends.
• Well-organised, good attention to detail and proactive.
• Excellent time management skills with the ability to prioritise multiple tasks to meet deadlines.
• Excellent communication skills; both verbally and written.
• A team player who is happy working independently and collaboratively.
• A high level of competency is required in MS Office packages such as Word, Excel, PowerPoint and Outlook.
• An up-to-date knowledge of charity legislation and government initiatives relating to the charity sector and work to the Fundraising Regulator’s Codes of Practice and General Data Protection Regulations.
• Prior experience of using CRM systems.
• An understanding of the legal obligations of Charity Law and regulation

DIVERSITY, EQUALITY & INCLUSION

We are a welcoming, diverse and inclusive charity. Medical Detection Dogs thrives when everyone feels comfortable bringing their best self to work. We celebrate difference, whilst striving to create an environment where colleagues feel respected and valued for their unique potential. We are committed to our values on equity, diversity, and inclusion.

Values & Behaviours

Working at Medical Detection Dogs will be a richly rewarding experience. Our Values & Behaviours encapsulate who we are, what we stand for and what it will feel like to be part of our team:

• We are respectful.
• We stay positive.
• We strive for excellence.
• We communicate and listen.
• We are ambassadors.
• We are one team.

And of course, we advocate for Medical Detection Dogs whenever we get the chance, and we pride ourselves on our role as ambassadors for the charity.

• Sick Pay
• Health Cover
• 26 days holiday, increasing with service
• Free On-site parking
• Life Insurance
• Enhanced Maternity Cover

Finally, the successful candidate will also be expected to:

• Hold a full UK Driving Licence
• Provide proof of identity and eligibility to work in the UK
• Undertake a Disclosure and Barring Service (DBS) check
• Flexibility to work evenings and weekends
• You must have the willingness and ability to travel UK wide and be able to work independently outside of the office
• Comfortable with dogs in the workplace/office