Senior Email Channel Officer

The Senior Email Channel Officer is a critical role and responsible for the end-to-end delivery of email and SMS communications, ensuring campaigns and automated journeys are planned, built, tested, and deployed on time. The role ensures supporters receive timely, relevant and engaging communications that strengthen their relationship with the charity and drive meaningful action. The post holder will have strong experience using email marketing platforms in achieving KPI's such as improved campaign engagement metrics;

improved automated journeys to increase retention, reactivation and income; delivering email accuracy and quality; and contributing to the overall Supporter Experience Strategy to build lifetime value through more supporters, staying longer and doing more.

This is a 9-month FTC

Key Responsibilities:

Campaign and Automation Journey Planning & Delivery

Owning the end-to-end delivery of email and SMS campaigns, including planning, building and testing high-quality communications to support fundraising, supporter engagement and other organisational priorities such as newsletter updates, sporting, campaigning, and appeal actions.

Advise and deliver automated email journeys that welcome, retain, steward and reactivate supporters, building performance knowledge and insight that can be replicated across different supporter products and journeys.

Support the Email Channel Manager in the planning and prioritisation of the Email and SMS channel calendar, ensuring effective delivery of campaign activity.

Work with data and CRM teams to improve trigger logic, personalisation and segmentation, using your audience understanding to incorporate targeting and personalisation using customer data and dynamic content logic.

Ensure all communications meet agreed quality standards through rigorous pre-deployment testing, including content, personalisation, segmentation, links, rendering and customer journey checks.

Advise on the integration of email within multi-channel campaigns (e.g. email, SMS, Whatsapp, direct mail, social and telephone)

Manage campaign workflows and delivery timelines, working with stakeholders to ensure requirements, approvals and dependencies are clearly understood and delivered to schedule.

Reporting, Performance & Insight

Monitor performance and continuously refine journeys to improve conversion, engagement and lifetime value.

Work with Business Intelligence, Insight and Digital Analytics teams to produce regular reports on email performance, offering clear insights and recommendations.

Use A/B testing, segmentation and behavioural insights to drive continuous improvement.

Ensure activity aligns with KPIs around engagement, retention, income and supporter satisfaction.

Data, Compliance & Quality Assurance

Ensure all email activity is fully compliant with GDPR, PECR, consent and internal data governance.

Working closely with the website team, carry out thorough QA across content, links, rendering and segmentation before deployment.

Champion accessibility, inclusive language and best practice UX within email design.

Collaboration & Stakeholder Management

Work closely with internal teams needing email support, advising on best practice, delivery approach and channel suitability.

Build effective working relationships with stakeholders across fundraising, marketing, supporter engagement, data, digital and analytics teams.

Translate campaign briefs and business requirements into actionable delivery plans, providing expertise on channel capabilities, timelines, segmentation and automation.

Liaise with platform and technology partners to troubleshoot issues and support continuous improvement.

Platform & Technical Ownership

Strong use of ESP email and automation platforms such as Dotdigital, Salesforce Marketing Cloud, or equivalent to build and optimise emails and journeys.

Support the development of templates, modules, reusable assets and stronger processes. Contribute to platform migrations or upgrades, ensuring smooth transitions and improved capability.

Identify and implement workflow improvements between the Supporter Experience and Data teams to increase effectiveness and reduce lead times for campaign deployment.

Continuous Improvement & Ways of Working

Work alongside another Senior Email Officer with championing email channel best practise to uphold high quality assurance and executional standards.

Act as a trusted channel specialist, advising stakeholders and ensuring communications are deliverable, compliant and customer-focused.

Create and maintain documentation of learnings, processes, ways of working and results where required.

Identify opportunities to improve campaign workflows, automation and operational efficiency.

Knowledge, Skills and Experience:

Significant experience delivering end-to-end email and/or SMS campaigns and automated journeys in a fundraising, marketing or digital environment.

Strong experience building, testing, quality assuring and deploying customer communications.

Hands on experience with email…