Senior Loyalty and Engagement Officer

We're recruiting a Senior Loyalty and Engagement Officer to join our team. This role is focused on ensuring supporters have a great experience when they fundraise and campaign for Mind, and is part of the Supporter Experience and Data team.

Hybrid working:
Based in either our London or Cardiff offices with a hybrid working arrangement. Employees are expected to attend the office 2 days per week, with flexibility depending on business needs.

The post holder will lead the implementation of the Supporter Experience Strategy to improve Mind's trust and satisfaction scores.

You will use data insight and best practice to make recommendations for improvements to the supporter experience and monitor the implementation and impact of this work.

This includes:

• Delivery of the supporter survey
• Working to maximise contactability to deliver long-term relationships with supporters
• Managing the supporter communications calendar
• Implementing our cross-sell strategy, offering additional ways for supporters to be involved in Mind's work.
• Experience of using audience insight and segmentation to design, plan and deliver supporter journeys, ensuring we deliver exceptional supporter experience.
• Experience of using a variety of methods to evaluate and measure supporter engagement activity.
• Significant experience of working across teams to deliver aims and objectives,developing strong relationships and fostering a collaborative approach to activity.
• Knowledge of strategic communications planning and managing a variety of channels to ensure supporter experience is coherent, effective, and fulfilling for individuals as well as meeting team objectives and organisational goals.
• Excellent understanding of compliance and data protection issues and the skills to develop and implement improvement processes.
• Experience of project management including planning, developing, implementing, monitoring, evaluating, and regular reporting on performance to senior stakeholders.

Mind is committed to equality of opportunity for all staff, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please refer to the Role Profile while completing your application as candidates will be shortlisted based on how closely they match the criteria in the personal specification.

This role requires a Disclosure and Barring Service (DBS) check.