Retention Marketing Manager

Overview

The International Rescue Committee (IRC) responds to humanitarian crises, helping to restore health, safety, education, economic wellbeing and power to people affected by conflict and disaster. IRC is a global humanitarian non-governmental organization (INGO) operating in more than 40 countries and 29 U.S. cities. IRC UK is part of the IRC global network and works to raise profile, deliver policy and practice change, and increase funding to help restore health, safety, education, economic wellbeing and power to people devastated by conflict and disaster.

In Europe, the IRC also has offices in Berlin, Bonn, Brussels, Geneva and Stockholm.

Purpose of the role

The Mass Market team’s mission is to inspire the UK public to financially support the IRC to help people impacted by conflict and disaster. The purpose of this role is to support the Director, Mass Markets by implementing the Retention strategy to generate long-term sustainable growth, cultivate a loyal and engaged donor base and maximise net revenue.

Role title

Retention Marketing Manager

You will be responsible for the annual operational planning and delivery across the retention programme, including emergency appeals. You will work closely with the Director, Mass Markets to create and manage significant annual budgets, ensuring return on investment is maximised. Supported by the Retention Marketing Executive, you will oversee all campaign activity, ensuring it meets the department’s strategic objectives and financial goals.

You will be part of a department focused on excellence, with opportunities to lead change, drive impact and growth.

Key accountabilities

• Strategy and planning

• Support the Director, Mass Markets in the development and delivery of the retention strategy and priorities
• Identify, scope and deliver new opportunities that advance the retention strategy
• Manage retention operational planning, including annual, quarterly and monthly planning sessions, defining deliverables and ensuring activity supports the retention aims
• Manage the monitoring and reporting framework to track performance against objectives
• Identify and brief internal and external partners to maximise activity and smooth back-office operations
• Build, manage and distribute a detailed marketing plan (refreshed quarterly) aligned with priorities, coordinating with other Mass Market UK teams

• Manage segments of the annual budgeting and quarterly reforecasting, identifying opportunities for savings or reallocation
• Focus on ROI and suggest contingency actions to achieve income targets
• Track and reconcile retention income and expenditure; provide variance reporting for senior leadership

• Oversee multi-channel revenue and engagement campaigns, including emergencies, to inspire supporters
• Design and implement donor journeys to increase loyalty, value and product holdings
• Develop and manage the mid-level portfolio, including communications, events and cultivation of prospects
• Ensure work is completed to standard, on time and within budget; provide overflow support during peak periods
• Coordinate with similar teams in other markets and the Mass Market support team

• Work with Analytics to identify requirements and draw actionable insights
• Sign off end-of-campaign reports and document learnings for future activity
• Monitor day-to-day metrics and act on performance issues and opportunities

• Line manage and develop the Retention Marketing Executive(s)
• Collaborate with team members to build cross-Mass Markets connections and progress donors into further cultivation
• Manage relationships with external suppliers and support quarterly business reviews

• Keep up to date with sector developments in individual giving
• Adhere to legislation and industry standards (Fundraising Regulator and ICO) and ensure ethical, effective, supporter-centric fundraising
• Role may involve travel, overnight stays and occasional outside-hours work during emergencies
• Undertake additional tasks as requested by the Director, Mass Markets

Person specification

Experience

• Experience and understanding of Individual Giving and retention programmes with a track record of revenue and engagement across multiple channels
• Experience of line management
• Experience and understanding of the creative process and brand identity across channels
• Operational planning and campaign management experience
• Experience working in a fast-paced, high-performing team
• Experience in a centralised, international organisation is an advantage

Skills, knowledge and qualifications

• Understanding of cash and recurring revenue models
• Experience with audience and donor segmentation and analytical modelling (e.g., LTV) to drive performance
• Solutions-based, proactive mindset
• Excellent English communication skills; ability to produce high-quality reports
• Commercially minded; balance long-term and short-term objectives
• Strong IT skills (Word, Excel, PowerPoint, Outlook)
• Numerate with data analysis skills; knowledge of PowerBI is a plus
• Excellent organisational skills and ability to manage a complex workload
• Strong interpersonal skills to influence and negotiate with stakeholders

Language

English (fluent). No other languages necessary.

Notes

Criteria marked with asterisks are minimum criteria for Disability Confident Employer Scheme in the UK. UK-based candidates who meet these criteria will be invited to interview.

Standard responsibilities

Promote and participate in initiatives to build team engagement, inclusion and cohesion in the IRC London office; foster safeguarding and IRC values.

Standard job requirements

The IRC Way – Standards for Professional Conduct: Integrity, Service, Equality and Accountability. Policies on Beneficiary Protection, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity and Anti-Retaliation apply. Candidates must have the right to work in the UK.

Recruitment process

The process includes online panel interviews and a presentation task; final rounds may be in-person in London. For questions, contact IRC UK HR at applications@rescue-uk.org.

Deadline

Applications close 14 September 2025.

IRC UK is an equal opportunities employer and welcomes applications from diverse candidates and refugees who have the right to work in the UK. Adjustments available on request during the application process and interview.