Senior Manager, Individual Giving

This is a full-time, hybrid opportunity for the Senior Manager, Individual Giving at Smile Train. Ability to travel, when necessary, for agency partner visits and organizational events is required. This description reflects the responsibilities and qualifications for the UK role and may align with Smile Train's global fundraising strategy. Smile Train is changing the world one smile at a time by transforming lives affected by cleft lip and palate. We train and support doctors to provide free, life-changing cleft treatment. Our global team works to broaden impact and reach beneficiaries in many countries.

Role purpose and context:

The Smile Train UK Senior Manager, Individual Giving leads the development and delivery of the individual donor offline fundraising program, responsible for the acquisition, retention, upgrade and reactivation of individual donors through Direct Mail, DRTV, Telemarketing, SMS and Print. The role contributes to Smile Train’s global fundraising strategy by liaising with the Digital Fundraising Director and the Direct Marketing Global Working Group and translating complex data into actionable insights for the UK Fundraising Director and senior leadership.

Responsibilities:

• Collaborate with the UK Director of Fundraising in developing the offline Individual Giving Strategy and related initiatives, keeping leadership updated on implementation.
• Line-manage the Database Manager and Supporter Experience Officer.
• Develop engaging donor acquisition and retention campaigns.
• Utilise data to inform and strategically target key donor segments.
• Create and execute direct communications to supporters.
• Ensure all offline direct marketing campaigns are completed on time and within budget.
• Manage campaign delivery, including post-analysis.
• Report to senior stakeholders on the performance of the offline individual giving programme.

Specific responsibilities:

• Direct Mail: Execute offline acquisition and retention campaigns, including review of direct mail kit laser and insertion samples for quality control. Manage external agency partners and provide strategic direction on all direct mail campaigns. Conduct testing to optimise creative and evaluate results for data-driven decisions. Manage direct mail creative development, ensure brand compliance and provide messaging directives. Participate in weekly production calls with creative and production agencies.
• DRTV: Execute all aspects of Direct Response Television donor acquisition, including setup of inbound telemarketing and SMS with agency. Manage creative review and development. Manage weekly performance reviews and provide updates to vendors. Review and approve media buying plans. Manage source code assignment and upload to database. Oversee external creative, media and contact centre agencies.
• Sustainer Program: Manage all monthly Direct Debit and other regular donations. Execute donor journey for regular donors and coordinate conversion, upgrade and reactivation efforts.
• Other duties: Work with external agencies to develop testing methodologies for long-term investment decisions. Execute offline acquisition campaigns diversifying donor sources. Approve cost estimates and media plans ensuring spend stays within budget. Build and manage the offline individual giving programme budget across all channels. Manage invoice processing and monthly accruals for Finance. Other duties as appropriate for this role.

Essential functions and qualifications:

• Supervisory responsibilities: Oversees the Smile Train UK Database Manager and Supporter Experience Officer.
• 5+ years of progressive experience in a direct marketing role with multi-channel campaigns (Direct Mail, DRTV, Telemarketing, SMS, Print).
• Bachelor’s degree or equivalent in Marketing, Business, Communications, or related field (or equivalent combination of education and experience).
• Strong analytical skills with the ability to use data to drive decision-making.
• Experience with donor CRMs; Salesforce experience preferred.
• Excellent verbal and written communications and strong interpersonal skills for cross-team collaboration.
• Excellent people-management and project management skills with attention to detail.
• Experience managing external agencies, printers and other partners.
• Ability to communicate impact of marketing efforts with data.
• Ability to work independently and as part of a global team.
• Proficiency with MS Office.

Accountability and travel:

Ownership of outcomes aligned with Smile Train’s mission. Transparent communication, emotional intelligence, empowerment, and team cohesion. Travel as required for agency partner meetings and organizational events.

Application information and equal opportunity:

Smile Train is an equal opportunity employer, committed to inclusive hiring and diversity in our work and staff. We encourage candidates from all groups to apply. To apply, please complete the online application with your CV and a cover letter describing why you would be a good fit for Smile Train and this role.