Supporter Care Coordinator

6 months ago

Durham, United Kingdom St Cuthbert’s Hospice Full time

Communication and relationships To communicate effectively and appropriately with donors to ensure donors feel thanked and valued for their support. To build donor relationships to support donor retention across individual giving. Works with the Communications and Marketing Team to ensure that individual giving (including Regular Giving, Legacy Giving and In memory giving) is promoted through appropriate marketing and communication channels. To ensure that Legacy giving is communicated and promoted across the whole fundraising portfolio.

Embed the importance of legacy income/gifts in wills to the wider hospice teams Works with the Community Liaison Officer to ensure legacy giving campaigns are positioned effectively alongside Everything in Place. Develop donor journeys for in memory, individual and legacy giving donors. Collaborates with the Bereavement Team at the Hospice in achievement of Goal 4 of the strategic plan to support bereavement journeys ensuring we have a suitable portfolio to support these journeys. Provides effective stewardship to donors who pay for a day.

Set up and management of tribute funds. Interacts with donors who have set up tribute funds to provide a high level of donor care. Provides a high level of stewardship / donor care of in memory donors (donors / fundraisers / event participants). This includes ensuring they are thanked appropriately and in a timely manner.

Engages and builds strong relationships with funeral directors to provide the relevant information to support bereavement and in memory giving. Works with the Communications and Marketing team to produce targeted communications in relation to Individual Giving. Build relationships within the Development Team and external departments and with all levels of seniority. Adhere to the communications strategy, brand guidelines and key Hospice messages.

Provides information about in memory and legacy giving opportunities that may require tact, persuasion or where there may be barriers to understanding (e.g. will writing). Develops corporate relationships with local businesses who may support the promotion of individual giving (e.g. funeral directors and law firms) Analytical and judgement skills Use judgement skills to assess and compare various options that can be adopted to maximise acquisition, conversion and retention of individual and make decisions accordingly.

Monitor and evaluate legacy campaigns and in memory giving activities. Work with the Supporter Care and Data Manager to advise on segmentation and analyse data from the database in relation to legacy and in memory giving. Work With Communications and Marketing team to promote these activities. Provide effective stewardship and development of donor pathways and processes ensuring appropriate touch points are in place.

Work in collaboration with the Marketing and Communications Team to brief both internal and external designers and the Graphic Designer, make judgements on the appropriate design(s) and key messaging for Individual Giving marketing collateral. Continually monitor campaigns and activities taking appropriate action to ensure key outcomes are met. Evaluate the success of a campaigns and complete a comprehensive de-brief of their success. Planning and organisational skills To develop and coordinate plans to increase supporter engagement and to support donor retention, Deliver effective donor journeys through excellent stewardship to ensure the sustainability of income sources.

Work with Communication and Marketing Team to develop and implement plans to acquire new supporters (acquisition) and to retain existing supporters (retention). Plan activities or programmes of work such as marketing plan. Work with Supporter Care and Data Manager and Communications and Marketing Team onsetting up marketing automation pathways to support donor journeys. Formulated plans may need adjusting to support expected deliverables.

Develops and coordinates the delivery of the legacy giving plans and campaigns. Develop and coordinate a pledger programme for donors that have left the Hospice a gift in their Will Operational delivery and coordination of in memory events (Sunflower / Light up a Life) Works with Communications and Marketing Team to produce in memory products and oversees the distribution of these. Organises engagement events to retain in memory donors and promote individual giving Manage own time effectively and prioritise own workload. Monitor and review key performance indicators at set intervals relating to individual giving activities throughout the year and adjust working practises accordingly to ensure targets are met.

Work with the Supporter Care and Data Manager to ensure that Donorflex is coordinated with the requirements of individual giving. To follow a standardised set of procedures for inputting data onto the database. Physical skills Standard keyboard skills. Patient/Client Care Incidental contact with our guests or their relatives may be req

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