Help for Heroes – Head of Supporter Experience

Salary: £54k to £65k depending on experience

Location: Remote (with fortnightly travel to Downton, Salisbury, SP5 3RB)

This is a Permanent, Full Time vacancy that will close in 14 days at 23:59 BST.

At Help for Heroes, we believe those who serve our country deserve support when they are wounded. Every day, men and women have to leave their career in the Armed Forces as a result of physical or psychological wounds; their lives changed forever. We help them, and those still serving, to recover and get on with their lives.

We are experts and beginners. Generalists and specialists. Ordinary people with an extraordinary passion towards making a positive change to the lives of our veterans (and having fun while doing it). As One Team we share a philosophy – I.C.A.R.E. It’s the way we walk and talk, the way we interact with others and how we approach everything we do. We are: Innovative – Collaborative – Authentic – Resourceful – Energetic.

We have an incredible opportunity for a Head of Supporter Experience to join our team. Please see below for more information on what just might be your future role.

You’ll be passionate about and an expert leader in creating an audience focused supporter experience that uses data to put the supporter at its heart. You’ll be a strong planner and collaborative leader able to influence and achieve change through working with others. Most importantly you have the ability to translate strategic vision into operational delivery, realising the identified benefits. You’ll have great oversight and knowledge across fundraising with demonstrable experience of developing and delivering supporter experience programmes that are measurable and achieve change. And to do that you’ll bring experience of audience insight and segmentation principles and use of data and CRM systems to develop supporter journeys and measure and evaluate success.

This is a new and pivotal role that owns and develops our supporter experience and audience strategies implementing best in class structures and initiatives that bring the supporter and all our interactions with them to the forefront. Making our supporters feel valued, thanked and a part of the change we want to deliver for the Armed Forces Community. Data driven and using audience insight you will define and implement cross team strategies to grow engagement and value, setting metrics to keep us on track and really importantly, engaging and working alongside the income teams to deliver. It’s a broad role aligning all aspects of the supporter experience to really engage, support and motivate our supporters, new and existing.

Leading a newly formed team including our highly experienced and committed supporter care team, our fundraising marketing team and our developing product innovation function, you’ll align them in supporting a data driven supporter experience strategy and supporting the income teams to deliver. The team will also play a lead in establishing a data governance framework and consent model to ensure we maximise opportunities.

If you have any questions about the role or need further information please do not hesitate to contact us via email to jobs@helpforheroes.org.uk. We look forward to hearing from you.

Help for Heroes believes those who serve our country deserve support when they’re wounded. Every day, men and women have to leave their career in the Armed Forces as a result of physical or psychological wounds. The Charity helps them, and their families, to recover and get on with their lives. It has already supported more than 26,500 people and won’t stop until every wounded veteran gets the support they deserve.