Responsibilities
- Own and grow the recurring giving program, leading initiatives to expand the sustainer base, improve donor retention, reduce attrition, and drive long-term value of monthly and annual donors.
- Develop upgrade and cross-sell strategies to increase donor lifetime value (LTV), including structured ask strings based on LTV, giving history, and engagement behaviour.
- Contribute to sustainer acquisition strategy guided by the dedicated team.
- Design and optimise tailored donor journeys to deliver an optimal donor experience across onboarding, retention, upgrade, reactivation, and win-back.
- Lead and continuously improve dunning processes, including payment retries, recovery strategies, lapse prevention, and reactivation campaigns.
- Oversee and optimize self-management donation tools.
- Continually refine supporter touchpoints ensuring all recurring giving communications are donor-focused and aligned across channels.
- Oversee campaign implementation end-to-end, conducting complex data selections and segmentation, ensuring strong execution.
- Monitor KPIs, produce reports and adjust tactics to meet revenue and targets related to acquisition (in partnership with the dedicated team), retention, attrition, recovery, upgrade, and lifetime value.
- Contribute to the development and management of the acquisition and recurring giving budget.
- Support forecasting and performance re-projections.
- Partner with the data team to ensure analysis supports strategic decision-making.
- Collaborate in donor research initiatives (e.g., user testing, surveys, focus groups) to inform program improvements.
- Support the Audience Strategy team in initiatives beyond recurring giving aiming to enhance donor upgrade opportunities and increase donor lifetime value (LTV).
- Work closely with colleagues across Fundraising to ensure activities are coordinated, strategic, and supporter-centric.
Requirements
- Experience managing and analysing sustainer giving programs.
- Proficiency in donor retention, upgrade strategies, recurring donation management, and techniques for growing donor lifetime value.
- In depth knowledge of supporters, the market and the charity sector to predict future trends, across global fundraising markets.
- Experience launching, managing, and testing fundraising campaigns and dunning processes across multiple channels, as well as integrated direct response marketing principles.
- Experience working with detailed audience segmentation, data analysis, and managing complex donor journeys across multiple audience segments.
- Comfortable working with donor KPI metrics and utilizing them to drive strategic decisions.
- Strong organizational and project management skills, with the ability to prioritize and manage multiple tasks simultaneously.
- Excellent communication and collaboration skills, with the ability to work effectively across teams and departments.
- A proactive and results-oriented approach, with a commitment to continuous improvement and learning.
