Supporter Retention Manager (Loyalty)

About the Role

Medical Aid for Palestinians (MAP) works for the health and dignity of Palestinians living under occupation and as refugees. MAP is the leading UK charity delivering health and medical care to those worst affected by conflict, occupation and displacement, in the occupied Palestinian territory and Palestinian refugee camps of Lebanon.

We are seeking a dynamic Supporter Retention Manager to take MAP s retention programme to new heights and contribute significantly to sustainable income growth. In this pivotal role, you will develop and implement retention strategies and plans with a focus on regular giving and supporter journeys that deepen loyalty and grow life-time-value. You ll lead multi-channel campaigns and innovate supporter journeys, ensuring MAP s loyal supporters stay engaged and inspired. You ll champion excellence in all aspects of campaign planning and execution, introducing new products and propositions that align with MAP s Individual Giving and Fundraising strategies. You ll develop and manage annual budgets, including setting income and expenditure targets and providing regular forecasts and risk assessments. Beyond the role s core responsibilities, You ll have opportunities for professional growth and access to training and development to further enhance your direct marketing skills.

About You

we re looking for a motivated and pro-active individual with a strong background in fundraising or marketing. You ll have a proven track record of planning and executing campaigns that build long-term supporter loyalty and grow sustainable income. Your ability to manage external partners and analyse campaign performance will be key in optimising results. Strong project management, leadership and communication skills, coupled with your pro-active and collaborative mindset, will set you up for success in this role. If you re a results-orientated individual who takes a a supporter-centric approach and thrives on leading innovative campaigns, we d love to hear from you. This is your opportunity to make a tangible difference for MAP supporters and contribute meaningfully to MAP s vital mission.

Duties and key responsibilities

Leadership and Strategy

• Build and inspire a high-performing, results-oriented team focused on delivering sustainable income to maintain and build on recent growth.

• Hire, performance manage, support and develop the Individual Giving Fundraising Officer.

• Lead the development and delivery of Individual Giving strategies, leading on MAP s Individual Giving retention strategy with a focus on loyalty, regular giving and lifetime value.

• Work across and develop MAP s retention products and journeys, including developing loyalty and regular giving appeals.

Planning and Management of Campaigns

• Collaborate with the Head of team and peers to develop team plans aligned with the Fundraising strategy.

• Ensure the team create and optimize insight-driven, supporter-led campaigns, working with the Marketing Manager and Insights lead.

• Ensure processes and systems are in place to track and meet KPIs, including the development of robust testing plans to optimize campaigns based on insights.

• Manage and motivate a range of agency partners and suppliers.

• Ensure compliance with relevant fundraising legislation and stay updated on changes in relevant thinking and laws.

Innovation

• Lead the investigation, testing, and implementation of product innovations using agile methods to test and learn with efficiency.

• Develop bespoke, audience-led supporter journeys, including ongoing journeys for UK and international supporters.

• Proactively stay ahead of emerging trends, and thrive working in a fast-paced, agile manner, acting on learnings to optimize activity.

Budget Management

• Create annual budgets for the Individual Giving programme, setting income and expenditure targets, with support from the Head of team.

• Manage the retention budget, including the regular giving budget, and report on management accounts, reforecast, and assess risk levels.

PERSON SPECIFICATION

Education/training

• Relevant direct marketing/fundraising qualification and/or equivalent experience.

Knowledge / Experience

• Relevant experience in fundraising and/or marketing, with experience of direct marketing and developing supporter/customer journeys and campaigns to build long-term loyalty, engagement and income growth.

• Experience managing a regular giving or loyalty programme.

• Confident with end-to-end project management, including managing multiple projects and priorities at once.

• Experience leading multi-channel, data-led campaigns, including loyalty and cross/upsell/reactivation activity - with evidence of engagement and income growth across channels including mail, email, SMS and TM.

• Strong track record in developing direct marketing strategies.

• Experience in strategic planning, project management, budgeting and forecasting.

• Experience managing external stakeholders and agency partners including creative/DM, print, SMS/TM and fulfilment agencies.

• Experience in analysing and presenting data for informed decision-making, as well as leading others to develop testing plans and optimise campaigns.

Skills

• Able to confidently analyse results, digest complex data, and extract insights to inform strategies and campaigns. This includes regular giving and audience analysis.

• Expertise in digital and written communication, with a supporter-centric approach.

• Able to balance short and long-term priorities and manage opportunities and risks.

• Effective management and leadership skills, with experience of line management.

• Highly proactive - excellent at networking, communicating, and influencing.

Personal attributes and other requirements

• Commitment to maintain high standards to promote trust and confidence in MAP s fundraising initiatives.

• Commitment to a zero-tolerance policy on sexual exploitation & abuse/safeguarding.

• Commitment to anti-discriminatory practice and equal opportunities.

• An ability to apply awareness of diversity issues to all areas of work

• Commitment to the aims, values and ethos of MAP.

• Ability and willingness to work weekends/evenings in emergencies, and to travel overseas where necessary.

• Support and promote diversity and equality of opportunity in the workplace

• Work collaboratively with others in all aspects of our work

• Abide by organisational policies, codes of conduct and practices

• Treat with confidentiality any personal, private or sensitive information about individual organisations and or clients or staff and MAP data.

Note: We encourage all interested applicants to apply even if they don t meet all criteria in the person specification.