Head of Regular Giving

Head of Regular Giving

CONTRACT TYPE:Permanent

HOURS:36per week

JOB FAMILY:Fundraising & Marketing

SALARY:See Additional Information below

LOCATION: Dublin or Belfast based on a flexible office and working from home basis, with an expectation to attend the office base as required to effectively deliver the role.

ABOUT US:

Oxfam is a global movement of people who fight inequality to end poverty and injustice. Were committed to ending poverty in the long-term, as well as addressing its devastating impacts right now. Together, we improve and save the lives of those hardest hit by poverty and injustice and campaign for a fairer, more sustainable world.

JOB PURPOSE:

The post holder will be responsible for the creation and implementation of an end-to-end strategy to build and retain our key Regular Giving (RG) segment to optimise all island income, return and net growth. Responsibility for all other RG recruitment and retention workplans including the Face to Face (F2F), Telemarketing (TM) workplans as a shared service to enhance income across key fundraising activities.

BENEFITS

• Private Health Cash Plan
• Generous annual leave allowance(25 days exc. Public Holidays)
• Contributory Pension Scheme (up to 9% into your pension)
• Life Assurance coverof 4-time death in service benefit
• Enhanced sick leave
• Enhanced maternity leave
• Employee Assistance Programmewith free and confidential access to a variety of services such as 24/7telephone helplines, counselling, health and wellbeing portal, critical incident support
• Staff-led wellbeing programmewith regular events in support of mental, physical, social, and financial wellbeing
• Cycle to work scheme
• Tax Saver Scheme(ROI only)

REPORTS TO:

Director of Fundraising and Marketing

DIRECT REPORTS:

Regular Giving Manager

In house Door to Door Campaigns Manager

Direct Dialogue Operations Coordinator

Direct Dialogue and Telemarketing teams

Key Responsibilities

Regular Giving strategy and implementation

Budgetary responsibility

• Responsible for the organizations regular giving income and expenditure budget. This includes income accruing from historic recruitment campaigns and budget lines for donor development and loyalty.
• Included in this posts budgetary responsibility is
  • the management of FE offline and online income and expenditure budget.
  • RG Donor Development TM campaigns and oversight of cross-charging of TM support to other areas of the fundraising team.
  • Door-to-Door campaigns and oversight of cross-charging of F2F support to other areas of the fundraising team.
• Ensure monthly reporting against budgets and targets is provided to the Director of Fundraising and Marketing, Leadership Team and Head of Finance.

Regular Giving Acquisition

• Management and leadership of the organisations regular giving acquisition strategies and implementation within existing channels F2F, First Engagement and other F2F channels (as detailed above).
• Working with digital team to optimise our Regular Giving acquisition online through management and consideration of channels, creative, target audiences, web development and campaigns.
• Seeking and developing further channels and products for Regular Giving acquisition with optimisation of subsequent journeys.
• Support diversification of acquisition channels going forward including digital, DRTV, lottery and private sites, from pilot to scaling up as required.

Lead Generation

• Work with Communications & Campaigns as a key stakeholderto identity and develop our first engagement offering and ensure it is audience centric and reflects our agreed priority campaigns, whilst prioritising fundraising results, supporter and donor volumes, and the financial return on investment.
• Rollout of First Engagement lead generation activities through online and F2F channels, including festivals, on-street and other engagement opportunities (e.g., Fashion Relief).
• Accountable for KPIs across First Engagement Programme including supporter & donor numbers, non-starter rates, attrition and budgetary targets.
• Supporting the Direct Dialogue Operations Coordinator in theongoing recruitment, training, coaching and performance management first engagement teams, collaborating with HR where appropriate.
• Work with digital team to develop lead generation strategy online that will feed into other channels for conversion to regular giving.

Conversion & Donor Development

• Leveraging Oxfam Irelands telemarketing expertise to manage rolling conversion of our offline and online First Engagement leads and explore potential to build on these campaigns using a multi-channel approach.
• Work with the support of the Single Giving team to roll out for mailings and email elements of our rolling donor development campaigns across Thank You, Upgrade, Reactivation & Conversion.
• Managing cash donor conversion to RG through close collaboration with the Single Giving Manager to optimise lifetime value of these givers for Oxfam Ireland.

Donor Loyalty

• Inspire continued contribution from our amazing and committed regular givers by building trust with Oxfam Ireland and demonstrating the impact of our programme and humanitarian work.
• In close collaboration with single Giving Manager, develop RG loyalty programme incorporating but not limited to Thank you calls, Welcome process and pack, Supporter Thank You events and regular newsletters & impact reporting.
• Working with colleagues in Communications & Campaigns to develop loyalty content, engagement opportunities, supporter events and leverage Irish Aid grant budget as appropriate.
• Represent segment as a champion across department communication planning to optimise balance of asks and engagement and manage frequency of donor contact.
• Role in rollout of supporter complaints process in collaboration with Single Giving Manager and other key stakeholders.

Donor Development

• Management and scaling up of existing rolling Donor Development telemarketing campaigns spanning Thank You, Upgrades, Reactivation, Rescue.
• Building and extending these campaigns into multi-channel campaigns to incorporate digital, mailings, email.
• Review and development of existing automated journeys in CRM and coordinate regular content updates and reporting to optimise.
• Coordination of bi-annual See For Yourself donor trip.

Donor experience

• Enhance the supporter experience of our valued donors through contributing and collaborating across teams and functions on the welcome process to improve our donor experience and ROI across D2D and regular giving.
• Support the integration of all communications within the onboarding process, especially with key channels of F2F, TM and digital, and champion donor experience, sharing insight and building capabilities on this within Oxfam Ireland.
• Monitoring touchpoints across all channels within the RG life cycle of our donors, by partaking in regular stakeholder meetings, with a view to testing and adapting activities with a data driven approach.

RG acquisition and retention implementation

• As channel lead for Telemarketing (TM) and Face to Face (F2F), this is essential an internal agency role to implement the TM and F2F strategy as a shared service across the fundraising team.
• The Head of RG has budgetary responsibility for RG Donor Development TM and F2F campaigns and oversight of cross-charging of TM and F2F support to other areas of the fundraising team.

Performance culture

• Develop, with relevant stakeholders, reporting suite to drive a culture of constant improvement and optimising across teams.
• Monitor, review and report on opportunities for investment and diversification of Oxfam Irelands face-to-face activities.
• Participate and represent Oxfam Ireland as an active and key member of the TM, Face-to-Face community nationally, and on a global basis, through the Oxfam Global Confederation network.

Telemarketing

• Telemarketing capacity planning both internally and externally while brokering successful partnerships with call centre agencies.
• Recruitment and line management of the Telemarketing Coordinator with delegation of key tasks including recruitment, coaching, performance management.
• Support the Telemarketing Coordinator to work with fundraising campaign owners to plan volumes, marketing lists, capacity management, team development and queue allocation.
• Establishment and oversight of core KPIs across telemarketing campaigns including lead volumes, calls per day, contact rates, conversion rates, average gift, and attrition.

Face to Face

• The Head of RG has overall responsibility for delivery of the F2F and will work with and delegate where appropriate to the Regular Giving Manager, In House Door to Door Campaign Manager, F2F team the F2F responsibilities and activities.
• Lead and motivate the in-house team and programme.
• Management of F2F agencies.
• Team performance management and development.
• Delivery of the relevant disciplinary, training, management and operational procedures.

RG Team

• Line Management of Regular Giving Manager, In House Door to Door Campaigns Managers (currently 1 and 1 vacancy), Direct Dialogue Operations Coordinator Fundraising Assistants (2) and TM (currently 7), DFE (currently 6) and F2F (currently 6) roles.
• Supervision of the Regular Giving Manager, Direct Dialogue Operations Coordinator to manage street diary system, private site relationships, and ensure operations of activities of FE Team run smoothly.
• Supervision of the Regular Giving Manager, In House Door to Door Campaign Managers, Dialogue Operations Coordinator to manage door to door diary system, private site relationships, and ensure operations of activities of Door to Door Team run smoothly.
• Drive a culture and environment of high performance, working with team with shared goals and objectives, including the socialisation of team targets and team outcomes, and a supporter centric approach always.
• Foster strong teamwork and collaboration across Fundraising, and with all teams cross-organisationally.

Compliance

• Monitoring, upholding compliance to relevant Fundraising Policies and protocols, to protect staff and members of the public, inclusive of health & safety, Code of Conduct and Code of Practice.

Operational Support

• Partnership with HR, IT and Finance to seek ways to drive best practice and streamline operational processes undertaken by the team.
  • HR: Spanning contracts, recruitment, induction, training and retention of staff, payroll, performance management and driving a high-performance culture.
  • IT: Support for iPads, stock management, software updates and associated admin
  • Finance: Including staff budget for permanent and bi-weekly staff, payroll and key processes including refunds, acknowledgments etc.
• Work with finance and supporter services to ensure the safe, accurate and timely transfer of new supporter data to and from external telemarketing agencies to Supporter Services to be uploaded onto CRM, and the lifting of gifts where applicable.
• Shape budgetary and CRM reports and processes that will support an RG segment focus on our work to facilitate monitoring of our RG strategy.
• Support the continued implementation for GDPR across our fundraising channels and ensure staff are trained as necessary.
• Carry out any other reasonable tasks within the scope of the role as agreed.

Other

• Eager and required to adhere to Oxfams principles and values (click here) as well as the promotion of gender justice and women’s rights (click here).
• Understanding of and commitment to adhere to equity, diversity, gender, child safety and staff health and wellbeing principles.
• Carry out any other duties within the scope and purpose of the job as required.

Person Specification

Essential Skills

• Strong understanding of fundraising and marketing strategy, segment-led fundraising and marketing and donor/customer relationship management in a non-profit or commercial context.
• Extensive management experience and experience in project management and rollout in a cross-functional setting.
• Positive team player with excellent interpersonal skills and ability to operate in a matrixed environment and deliver on shared objectives.
• Negotiation skills and relationship management internally and externally and demonstrated track record of driving collaborative working culture across teams.
• Strong conceptual and analytical skills and ability to think and operate innovatively and strategically.
• Strong ability to lead on the recruitment, training, and performance management of F2F teams.
• Demonstrated record of managing core telemarketing functions within the not-for-profit sector, and the monitoring and evaluation of the performance of the required metrics.
• Strong background in campaigns-led supporter acquisition and supporter journeys.
• Demonstrable experience and production of materials for varied audiences

Other requirements

• Strong attention to detail, administration and organisational skills in order to monitor and evaluate ongoing campaign performance.
• Excellent verbal and written English communication skills.
• Self-starter with experience of working to deadlines and demonstrable ability to use initiative, work independently, and prioritise a diverse workload effectively under pressure.
• Good working knowledge of Microsoft Office and Outlook, as well as a knowledge and understanding of fundraising databases.
• Strong commitment to Oxfam Irelands mission and values.
• Oxfam Ireland is an all-island organisation working in two jurisdictions (NI & ROI); therefore, the post holder will be required to provide support all island when needed.
• The post can be based in our Dublin or Belfast office on a flexible office and working from home basis with the Head of RG expected to attend their office base as required to effectively deliver the role.

Additional Information

Salary: €57,000 – €72,748 (ROI) or £50,750 – £64,771 (NI)

• This salary range reflects the full scope of the role.
• Applicants should be aware that appointments are typically made at the starting point of the band, with higher starting salaries considered where a candidate brings significant directly relevant experience, specialist expertise, or skills that closely match the requirements of the role.
• All offers are made in line with our commitment to fair and equitable pay.

Key Attributes

• Ability to demonstrate sensitivity to cultural differences and gender issues, as well as the commitment to equal opportunities.
• Ability to demonstrate an openness and willingness to learn about the application of gender / gender mainstreaming, womens rights, and diversity for all aspects of development work.
• Commitment to Oxfams safeguarding policies to ensure all people who come into contact with Oxfam are as safe as possible.

Organisational Values

• Equality: We believe everyone has the right to be treated fairly and to have the same rights and opportunities.
• Empowerment: We acknowledge and seek to expand peoples agency over their lives and the decisions that impact them.
• Solidarity: We join hands, support, and collaborate across boundaries in working towards a just and sustainable world.
• Inclusiveness: We prioritise and inclusion lens and embrace diversity and difference. We value the perspectives and contributions of all people and communities in their fight against poverty and injustice.
• Accountability: We take responsibility for our action and inaction and hold ourselves accountable to the people we work with and for.
• Courage: We speak truth to power and act with conviction on the justice of our causes.

Statement on Confidentiality

It is crucial that when encountering sensitive and/or confidential information it is maintained in strictest confidence, within the context of Oxfam Irelands policies and procedures. Failure to do so may be viewed as gross misconduct and may be subject to disciplinary procedure.

Equal Opportunities

Oxfam is an Equal Opportunities employer. We aim to ensure that no staff suffer discrimination on the grounds of race, colour, nationality, ethnic origin, membership of the traveller community, religious belief, political opinion, social class or caste, sexual orientation, HIV & AIDS status, marital status or family situation; gender, age or disability. Oxfam requires all staff to apply an equal opportunities approach and this responsibility rests with all employees and the organisation.

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