Retention Marketing Manager

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future. IRC UKIRC UK is part of the IRC global network, which has its headquarters in New York and London. Our team in the UK 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. Since 2021, IRC UK has also provided integration services directly to refugees in England, a programme that is rapidly growing. In Europe, the IRC also has offices in Berlin, Bonn, Brussels, Geneva and Stockholm. The Purpose of the RoleThe 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 in order to generate long-term sustainable growth, cultivate a loyal and engaged donor base and maximise net revenue. As Retention Marketing Manager, you will be responsible for annual operational planning and delivery across for the retention programme, including for emergency appeals. You will work closely with the Director, Mass Markets to create and manage significant annual budgets, ensuring return on investment is maximised at all times. Supported by the Senior Retention Marketing Executive and Retention Marketing Executive, you will oversee all campaign activity, ensuring that it meets the strategic objectives and financial goals of the department. You will be part of a department focused on excellence, with significant opportunity to lead on change and drive impact and growth. Key Accountabilities:Strategy and PlanningSupport the Director, Mass Markets in the development and delivery of the retention strategy and prioritiesIdentify, scope and deliver new and innovative opportunities that advance the retention strategyManage retention operational planning, including leading annual, quarterly and monthly planning sessions, defining key deliverables and ensuring all activity supports the aims of the retention strategyManage the monitoring and reporting framework to track performance against strategic objectivesIdentify and brief support requirements with internal and external partners in order to maximise activity and ensure the smooth running of back-office operationsBuild, manage and distribute a detailed marketing plan (refreshed quarterly) in line with strategic priorities and objectives, ensuring activities are co-ordinated, integrated and maximised with other Mass Market UK teams. Budget ManagementManage segments of the annual budgeting and quarterly reforecasting process, identifying opportunities for savings, additional investment, or budget reallocationFocus on maximising return on investment at all times, and make suggestions for contingency action as necessary to achieve budgeted income targetLead on tracking and reconciling retention income and expenditure budget lines, providing variance reporting to support the Director, Mass Markets regular financial reportingCampaign ManagementOversee, plan and deliver multi-channel revenue and engagement campaigns, including emergencies, ensuring all activity is designed to inspire and engage supportersOversee the design and implementation of customer journeys across all segments and products, in order to increase loyalty, average value and product holdingsLead the development and management of the mid-level portfolio, including regular communications, donor events, and identification and development of prospects into active donating advocates of the IRCOversee work to ensure it is completed to standard, on time and within budget and act as overflow support during peak times, such as emergenciesWork closely with equivalent team members in other national markets (i.e. Korea, Germany, Sweden, US) and the Mass Market support team to ensure all activity is coordinated and maximisedInsight, Analysis and Data Management Work closely with the Analytics team to identify and manage analytics requirements and to draw actionable insights from performance dataOversee and sign off detailed end of campaign reports, ensuring all relevant information is documented and used to inform future activityMonitor day-to-day metrics, identifying and acting on performance issues and opportunities Leadership and Management Line manage and develop the Senior Retention Marketing Executive and Retention Marketing Executive, ensuring performance objectives are managed throughout the year and opportunities for training, development and progression are identified and prioritisedWork closely with other team members to increase connection across Mass Markets, with the ultimate aim of developing a seamless progression for new donors and prospects into further cultivationManage day-to-day relationships with external suppliers, ensuring performance is to standard and opportunities to drive value for money from existing and new suppliers are identified, and supporting with the preparation of quarterly business reviews, as requiredGeneralKeep up to date with the sector developments in individual giving to ensure IRC is at the forefront of fundraising developmentsMaintain an up-to-date knowledge of current legislation, best practice and industry standards and adhere to all relevant regulation including the Fundraising Regulator and ICO.Ensure all fundraising and marketing is ethical, effective and supporter centricThis post may involve some travel, overnight stays and very occasional working outside core office hours, e.g. during an emergency appealUndertake any other additional tasks as requested by the Director, Mass Markets Person Specification:Experience: Experience and understanding of Individual Giving and retention programmes, with a proven track record of successfully delivering revenue and engagement activities across multiple channels Experience of line management Experience and understanding of creative process and relationship with brand identity through different channels and audiences Experience of operational planning and campaign management Experience of working in a fast-paced, high performing teamExperience working for a centralised, international organisation would be an advantageSkills, Knowledge and Qualifications:Understanding of cash and recurring revenue business models**Proven experience of audience and donor segmentation, analytical modelling such as LTV and use of insights to drive campaign and programme performanceDriven and proactive with a solutions-based approachExcellent verbal and written English and the ability to produce high-quality reportsCommercially minded, with the ability to balance both long-term and short-term activity and objectivesExcellent IT skills across Microsoft Office (Word, Excel, PowerPoint and Outlook)Numerate with excellent data analysis and interpretation skills, ideally with understanding of analytical software such as PowerBIExcellent organisational skills, especially the ability to manage a complex, varied and substantial workloadStrong interpersonal skills, with the ability to influence and negotiate with stakeholders at all levels