Mass Participation Manager (Engagement) in London

Interview dates: first stage (virtual) on Wednesday 22nd April and second stage (in person) on Wednesday 29th April.

Annual leave: 33 days (plus eight bank holidays).

Benefits:

• Enhanced maternity, paternity and adoption leave, and shared parental pay family-friendly policies.
• 8% employer pension contribution (Aviva).
• Life assurance cover at 3 x annual salary.
• Health cashback plan (Medicash): employee cover plus up to four dependent children.
• 24/7 virtual GP access (UK registered), plus access to Best Doctors.
• Confidential employee assistance programme (Medicash).
• Access to a wellbeing app.
• Flexible working options including hybrid working, flexible working patterns such as part-time, compressed hours, and more.
• Learning and development opportunities including bespoke training and access to LinkedIn Learning.

Commitment to employee health and wellbeing. We have a Menopause Friendly accreditation and are a Disability Confident employer.

This is an exciting opportunity to join Dementia UK as a Mass Participation Manager (Engagement) where you’ll shape how we connect with and inspire mass participation supporters, ensuring every interaction is meaningful, timely and drives long-term engagement. You’ll lead a talented supporter facing team, optimize supporter journeys, and use data-driven insights to grow income and maximise lifetime value.

You will be responsible for the stewardship of supporters taking on a virtual event or Dementia UK owned product. The virtual events portfolio at Dementia UK consists of a series of month-long challenges that bring our supporters together online across the UK, for example our upcoming Walk 31 Miles in May challenge. The Owned Products Team is responsible for delivering key flagship events such as Time for a Cuppa, alongside other mass participation fundraising products at Dementia UK.

Working closely with the Mass Participation Manager (Virtual Projects) and Mass Participation Manager (Products) you will drive excellent supporter experience, ensuring supporters are engaged, well-supported throughout their events, and motivated to continue their engagement with Dementia UK.

A part of this role will be project based, with the goal to develop supporter experience to build lifetime value of supporters by regularly reviewing stewardship journeys. You will also work with other fundraising teams to identify any other fundraising opportunities to continue the supporter journey after our virtual events to build supporter long term value.

You will be managing a team of four and will support them with complaints escalation, first point of contact customer service with mass participation supporters, and identify areas of improvement with the team’s processes.

We are looking for you to have experience with high volume of supporter enquiries and some experience of managing a team or helping them to deliver excellent supporter or customer care, especially in busy periods. You will have experience of delivering supporter journeys and stewardships communications, as well as strong fundraising and stewardship knowledge to motivate, uplift and engage our supporters to build long term value with Dementia UK.

If you’re passionate about supporter experience, thrive on improving processes, and want to make a tangible impact for families affected by dementia, then this role is for you. This role will be subject to a Basic DBS check.

Our culture: In addition to a competitive salary and a generous benefits package, we truly value our people. It’s important for us to create a working environment that looks after our workforce to support them in achieving their full potential. You will become part of a diverse and dedicated team who are supported to use and develop their skills. We recognise and value the key role you will play in delivering our strategic plans for the benefit of those living with dementia.

Our staff have a voice. Representatives from different roles and levels across the organisation positively contribute to and lead on our working groups around health and wellbeing, menopause, and equity, diversity and inclusion. Dementia UK is proud to welcome everyone. We aim for a truly inclusive culture with talented, diverse teams that represent a variety of backgrounds, perspectives, and skills. We celebrate difference and individuality and encourage everyone to join us and be their whole selves always.

Dementia UK is a Disability Confident Employer. By applying to join Dementia UK, you acknowledge that in the event you are successful for the role, any offer and your ongoing employment will be conditional on you having or obtaining the right to work in the UK.

Please note that any decision on flexible working is based on business needs. When you apply for a job at Dementia UK, we will collect certain information about you to process your application and assess your suitability for the role. Further details can be found in our privacy notice.