Title: Head of Supporter Services, Fundraising, Dublin

Location: Dublin City Centre

Contract: Permanent, Full Time

Primary Purpose: Focus Ireland has developed an ambitious strategy to prevent homelessness from ever occurring and to provide effective support and solutions for those who do become homeless.

Reporting to the Director of Fundraising, the Head of Fundraising Supporter Services is responsible for donor care, the tax reclaim portfolio and CRM. This is a strategic role that is tasked to work in collaboration with, and across all fundraising teams and channels to seek out efficiencies to better serve, retain and maximise the value of all supporter relationships and touchpoints.

The Head of Fundraising Supporter Services will play a critical role in the wider fundraising team, with the goal of providing Focus Ireland supporters with the best experience possible, focused on first class donor care, and strategic data insights.

Knowledge of best practice in fundraising and marketing, as well as a clear understanding of database management is required. Attention to detail, the ability to think strategically, and problem solve, are also essential attributes.

What you will do:

• Use a data-led strategic approach to all supporter development, stewardship and acquisition strategies.
• Oversee all tax campaigns to deliver on agreed targets and KPI's.
• Comply with all policies, procedures, legal and regulatory requirements and best practice, including GDPR and PCI compliance.
• Lead the Donor Care and CRM teams to develop a strong team culture.
• Develop and manage relationships with external third-party agencies employed to help deliver programmes of activity.
• Management of team costs and expenditure budgets ensuring all activity is implemented within budget and within defined cost ratios.
• Coordination of reports to determine viability of the fundraising portfolio.
• To proactively collaborate with all fundraising teams to identify and develop best practice donor care processes across all donor touchpoints.
• To identify opportunities to develop people and technology to support more efficient, streamlined donor care processes.
• To cooperate with stakeholders outside the fundraising department, such as in Finance, HR, Services as applicable.
• To contribute to sector sharing groups and networks to keep up to date with best practice process developments and opportunities.
• To further develop a suite of KPIs for Donor Care team performance to report on efficiency and functionality of team and processes (for example speed at which complaints are dealt with, receipts issued, end of month balancing completed etc.
• Actively collaborate across fundraising department on coordination of proactive approach to retention and maximising value of donors who might have higher propensity to lapse, or stop giving (i.e., rescue calls, thank you calls, retention letters, event invitations, newsletter mailing).
• Actively collaborate with Individual Giving teams and across the Fundraising department on welcome processes for nurturing new donors to encourage retention and second gifting.
• Work strategically across Fundraising teams to identify opportunities for blended engagement of donors across income streams, campaigns and channels.
• Provide support to colleagues processing and handling regular donations.
• Support the Individual Giving team on the delivery of an annual calendar of retention-focused activities, including donor appreciation events for donors across Fundraising channels and teams.
• To manage the data capture and storage of donor information in line with data protection principles and consistent with Focus Ireland data protection policies.
• To manage a process with CRM and Donor Care staff to check data quality and correct as necessary to maintain the highest quality in accurate and complete donor data.
• Coordination of database management, overseeing high quality and accuracy of data inputting, carrying out quality checks and reporting on same across all users in collaboration with CRM team.
• Coordination of database management, overseeing high quality and accuracy of data inputting, carrying out quality checks and reporting on same across all users in collaboration with CRM team.
• To support fundraisers, the CRM team and the digital team in using external systems – such as iRaiser, Funraisin, and external telemarketing supplier's systems.
• Manage income processes through website payment system including fraud process and acting as point of contact for Stripe queries, escalating and managing issues If arise.
• Liaise with colleagues and suppliers to introduce system improvements, developments and address issues which may arise.
• To support the CRM team in testing new system developments before any developments are live to ensure accuracy and consistency of information captured and stored.
• Work closely with web and CRM teams to manage improvements for donor data capture and income attribution across APIs for example 'how you heard about us', consent collection.
• Identify opportunities for systems improvements to maximise efficiencies, collaborate on development work with CRM team and stakeholders and coordinate and implement testing of new functionality.
• Collaborate with other departments and teams to improve system integrations and CRM migration projects.
• Lead the CRM team to improve systems and processes around facilitation of tax claims.
• Oversee implementation of the tax-efficient giving programme to achieve targets and maximise income.
• Implement a tax-efficient giving marketing programme to maximise response across all relevant channels.
• Manage the Telemarketing Officer and coordinate requests of her through a shared diary for outbound telemarketing.
• Work across fundraising teams on development and implementation of bespoke donation acknowledgements and onboarding communications, in line with donor contact preferences, method of giving and giving history.
• Coordination of donor care communication with donors, supporters and enquirers.
• Develop appropriate messages and test tools to improve donor engagement and experience.
• Support production of materials internally and with suppliers as appropriate.
• Track, report and identify trends on donor communication types and volumes (e.g. level of calls, letters, emails, correspondence types: complaints, enquiries, donations, returns etc.)
• Plan approaches to systemize and innovate where possible to improve cost-effectiveness.
• Support Finance colleague in preparation for the annual audit.
• Provide support to colleagues processing and handling regular donations.
• Contribute to financial reporting at month end and as required.
• Oversee effective administration and financial processes in relation to reconciliation, thanking and banking and accurate record keeping.

What you will need:

• Typically, 3-5 years' donor or customer care and/or fundraising experience obtained from commercial or charity sectors.
• Highly developed leadership, management, communication and team building skills. The ability to champion collaborative working and be able to implement change. Commitment to managing numerous projects concurrently.
• Customer Relationship Management (CRM) database experience (MS Dynamics an advantage)
• Proven experience developing internal relationships across a complex organisation.
• Excellent understanding of Data Protection law and best practice, including GDPR.
• Experience in developing strategic plans and regular workplans.
• Strongly analytical with a proven track record in data-led approach to supporter development or large-scale database management.
• Excellent written, verbal and interpersonal skills, with the ability to respond sensitively to supporters and customers
• Experience working in a busy environment, prioritising activities appropriately and managing multiple, conflicting tasks.
• Proficient with Word, Excel and Outlook.
• Ability to work on own initiative without close supervision.
• Ability to work under pressure to tight deadlines.
• Undertake relevant work delegated by the Director of Fundraising and Marketing.
• Meticulous attention to detail and accuracy.
• Educated to university standard or equivalent in work experience.
• Champion Focus Ireland Values.

The successful candidate will need to show reasonable flexibility in relation to hours of attendance to meet the needs of the work. Work during weekends, evenings and unsociable hours may be required.

Focus Ireland is an equal opportunities employer