Customer Journey Lead

Auckland
Permanent

Job Description:

Tribe Recruitment ltd

About the Company

The global NFP ChildFund’s vision is a world in which all children and youth thrive, enjoy their rights, and achieve their full potential.

Their work is firmly rooted in the belief that the only way for sustainable change to happen is by building meaningful relationships within the communities where they work. That's why, in recent years, they have narrowed their scope, focusing on a few dedicated communities.

In order for children in these dedicated communities to thrive, ChildFund works with local community-based organisations to ensure children are educated, nourished and their families have secure livelihoods. This is typically done through a variety of holistic programmes and projects that are a mix of water and sanitation, education, child protection, resilience-building, livelihoods, and advocacy.

This is a true collaborative, team player office, where everyone is extremely passionate about what they do in this values-driven organisation and the difference they can make to children.

There are fantastic opportunities here for the entrepreneurial minded people who are ambitious and keen to try new ways to do things being the best they can be

Based in the Generator in Wynyard Quarter this business offers a truly rewarding and diverse empowering workplace. Plus, this role offers incredible flexibility in terms of 2-3 days WFH, early/late starts etc plus other benefits.

About the Role

Reporting into the knowledgeable and passionate Director of Marketing and Fundraising Optimisation the newly created Customer Journey Lead role is responsible for major and middle donor relationships, bequests, donor stewardship, CRM, and data base management.

This position plays a key part in driving the donor engagement strategy and providing expertise at all stages of the supportive journey from onboarding through to legacy giving.

Leading the team, this role is supported by a supporter relations team of three members which this person will mentor and develop. Your team build day to day relationships with core donors on a day-to-day basis. All this while working alongside the Head of Marketing, Comms Manager, and the wider team to help fulfil all marketing acquisition/retention, donor relationships and communications requirements.

The official title is Head of Strategic Supporter Relationships, however I have advertised the role as a Customer Journey Lead. This is because while the role leads the relationships team - the role could also be called a Customer Journey Lead or Partnership Engagement Lead out of the NFP sector and in the services sector. Incredible customer journeys and valued relationships are at the heart of this role.

Building relationships with middle donors, major donors, and legacy donors these lifelong partnerships must be prioritised with ongoing partnerships and value provided from the team at ChildFund. This role is responsible for holding the relationship with key major donors as well.

There is a real opportunity here to be creative and innovate reviewing ways to apply marketing automation to create bespoke 1:1 communication

As you’d expect this role works with key stakeholders within the business plus manages the external agencies partnerships to help deliver marketing campaigns which are high pace with a delivery focus.

Both a strategic and on the tools role. There’s great opportunity within this business for the right type of creative and strategic person.

About You

You will be a strong B2C marketer from the services sector with experience and passion in customer journeys and partnership engagement. We are open to experience – NFP experience isn’t mandatory. You could come from an agency background for this role as well! It’s all about experience, mindset, fit and aligning with ChildFunds values here.

That said, you must have strong customer engagement strategy and implementation experience from onboarding onwards throughout the customer lifecycle (in this case ending in legacy). You will be comfortable using a CRM programme and looking at ways to optimise and innovate ways of doing things and using automation to build and maintain relationships and comms. You will be a skilled relationship and partnership specialist knowing the right times and the relevant message to add value along customers journeys while also holding key relationships yourself

That said, you must have strong customer engagement strategy and implementation experience from onboarding onwards throughout the customer lifecycle (in this case ending in legacy). You will be comfortable using a CRM programme and looking at ways to optimise and innovate ways of doing things and using automation to build and maintain relationships and comms. You will be a skilled relationship and partnership specialist knowing the right times and the relevant message to add value along customers journeys while also holding key relationships yourself

This is a senior role within the business so looking for someone proactive, who takes ownership, owns the strategy, and drives and optimises relationships and campaigns.

This role manages up and down so you will be comfortable communicating to senior leadership around why it’s happening and future improvements plus working with the marketing team. You will be a natural leader helping to get the best out of each team member. You will therefore have excellent relationship management skills to work both internally and externally with partners.

You will be entrepreneurial by spirt, extremely keen to work for a value driven organisation. At the same time, you will be comfortable working at pace and at times with ambiguity, seeking opportunities and better ways of doing things. This is a commercial, innovative role for a global organisation.

You will be strategic and have solid business acumen to understand the business objectives and the skills to develop relationship plans and strategies to achieve these.

You will thrive in a fast-paced environment, be resilient, hugely collaborative and be able to hold your own.

Marketing and Communications

Tribe Recruitment ltd

Posted on: 

17 November 2021