Donor Experience Manager
Trócaire, Ireland
Job Description
Are you energised by the thought of working in an organisation that supports people and communities to tackle the root causes of poverty and injustice? Do you love the idea of working in a global organisation with an inclusive and collaborative culture? Then Trocaire wants to hear from you! Read on for more details about this exciting opportunity.
The Opportunity
The Fundraising amp; Marketing Team is responsible for raising public income, recruiting new supporters, retaining existing supporters and growing our relevance by creating a better connection with Trócaire’s work and its impact.
The Donor Experience Manager will champion the voice of donors (existing and potential) to drive insight and donor led fundraising amp; marketing activity across the entire team.
About Trócaire:
We are Trócaire. We work with local partners in the world’s most at-risk communities and with people in Ireland to tackle the underlying causes of poverty and injustice and respond to the crises they create. Together we bring about positive and lasting change for a just world.
Our values are Solidarity, Accountability, Perseverance, Participation and Courage.
In 2022, Trócaire supported over 1.58 million people in 11 countries across Africa, Asia, Latin America and the Middle East. With the support of the generous people of Ireland, we work towards five goals:
- Promoting Access to Justice;
- Achieve Climate amp; Environmental Justice;
- Ensure Women amp; Girls’ Protection, Voice amp; Influence;
- Save Lives and Protect Human Dignity and
- Mobilise the Public in Ireland to achieve Global Justice.
Requirements
Reporting to the Head of Fundraising amp; Marketing, the Donor Experience Manager is part of the Famp;M management team and leads a team of 11 including 3 direct reports: Donor Services Manager, Digital Marketing Officer amp; Donor Identity, Experience amp; Optimisation Officer.
The Role: Key Duties amp; Responsibilities
Donor Experience Strategy
- Work with the Head of Famp;M as part of the management team to build the overall Famp;M strategy with a focus on driving net income through our key pillars: Relevance, Retention amp; Recruitment.
- Champion the voice of donors (existing and potential) based on donor feedback, attitudes and behaviour, external data, and insights.
- Drive continuous improvement in the experience of Trócaire supporters.
Financial Management
- Co-ordinate budget reviews and re-projections for the wider Famp;M team.
- Financial management for the Donor Experience team including income and expenditure budgets, projections, quarterly revisions, and evaluation.
- Monitor and benchmark external environment to ensure Trócaire is at the forefront of development in fundraising and income generation.
Research amp; Insight
- Manage external research activities and share findings with the wider team. These include external syndicated research (ICEM, CCAM) and Trócaire bespoke tracking studies (Bamp;A).
- Oversee the development and evaluation of our own Supporter Surveys.
Donor Experience
- Co-ordinate and lead external best-practice benchmarking projects and internal testing for the entire Famp;M team - assessing ROI, impact on retention, opt-in rates, LTV, and donor psychological wellbeing. Provide recommendations to improve Trócaire’s practice across the team.
- Lead Donor Journey understanding, development, and optimisation across all key touch points, working with the wider Famp;M team.
- Oversee Donor Services activity to ensure ongoing efficiency and effectiveness.
- Oversee Digital Marketing to support campaigns and activations across the Famp;M team.
External Partners amp; Collaboration
- Drive, manage and inspire our agency partners to deliver innovative and insightful research.
- Build strong relationships with Famp;M colleagues and with key stakeholders across the organisation.
- Lead cross functional project teams as required.
Team Management
- Lead the Donor Experience team to ensure the successful delivery of the strategic plan and achievement of public income and engagement targets.
- Manage, support, and empower 3 direct reports to deliver on strategic objectives and KPIs.
- Develop a culture of success and ownership within own sub team and contribute to the wider Famp;M Team, with individuals operating at a high level of expertise in their respective areas and being personally accountable for