Mind Cymru Hybrid (Cardiff), National Mind Hybrid (Stratford - London)
Directorate:
Income Generation
Contract Type:
Permanent full time
Closing Date:
2 November 2026
About the team
We have big goals over the next few years.
We're going to be fighting for mental health in a way we never have before.
Together we'll be working to make sure everyone experiencing a mental health problem gets the support and respect they deserve.
Team information
Will you join us?
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.
Key duties and responsibilities
The post holder will lead theimplementation of the Supporter Experience Strategy to improve Mind's trust and satisfaction scores.
You will use data insight and best practice to makerecommendations for improvements to the supporter experience and monitor the implementation and impact of this work.
This includes:
- Delivery of thesupporter 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.
We'd like to hear from you if you have:
- 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 supporterengagement 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 ensuresupporter experience is coherent, effective, and fulfilling forindividuals as well as meeting team objectives and organisational goals.
- Excellent understanding of compliance and data protection issues and the skills to develop and implementimprovement processes.
- Experience of project management including planning, developing, implementing,monitoring, evaluating, and regular reporting on performance to seniorstakeholders.
Mind's equity statement
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.
We retain theauthority to close this vacancy prior to the advertised closing date and without prior notice, once an adequate number of applications was received. Applications will be assessed on a continuous basis, and we respectfully advise prompt submission to ensure consideration.
Find out more about working for us, including our benefits
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Senior Loyalty and Engagement Officer employer: Mind
Mind Cymru is an exceptional employer dedicated to improving mental health policies and services across Wales. With a strong commitment to employee growth, we foster a collaborative work culture that values diverse voices and experiences, ensuring that our team members are empowered to make a meaningful impact. Located in a vibrant community, we offer unique opportunities for advocacy and partnership, making every role here not just a job, but a chance to contribute to a vital cause.
