Supporter Care Manager (Membership Manager)

Organisation: Eden Scott

Salary: £36,523 -£40,238

Location: Edinburgh or Central Belt

Eden Scott is delighted to be working with The National Trust for Scotland, an independent charity set up in 1931 for the preservation and conservation of natural and human heritage that is significant to Scotland and the world. The Trust has become Scotland’s largest membership organisation, they’re supported by more than 320,000 members and are funded largely by donations and are a leader in conserving and promoting the nation’s treasured places and collections so that they can be enjoyed by present and future generations.

The Customer and Cause team exists to inspire visits to their places across Scotland, grow membership and drive donations to support their work. Within the Customer and Cause team sits marketing, fundraising, communications, content and design and supporter care.

An exciting opportunity has arisen to join the team at the Trust as Supporter Care Manager, this role will support the interactions they have with their supporters ensuring that they build meaningful relationships with them through their excellent supporter care to encourage loyalty of support and in turn generating the vital funds they require for the continuation of their charity’s work.

The specific purpose of the role is to ensure excellent service and care to their many supporters, including but not limited to members, donors, and visitors.

Managing a team of supporter care executives, it’s your role to lead on membership processing, managing their supporter data flows and developing supporter care initiatives which build strong relationships, offer great service and encourage future support.

Working with the Head of Membership, you’ll also be involved in membership recruitment campaigns, stewardship programmes, retention strategies and membership communications.

You will provide operational expertise to new membership initiatives and products and it’s your role to ensure that their practice is compliant, efficient and cost effective.

This exciting role is critical to the National Trust for Scotland and strives to ensures that every interaction with their charity leaves their supporters, or prospective supporters, feeling valued and most importantly excited to continue or start their membership and support to the National Trust for Scotland.

Key responsibilities of the role:

Lead the supporter care team consisting of 5 to ensure that they are giving exceptional supporter care either face to face, by telephone, over email or through social media channels.
Taking responsibility of the central management and the processing journey of memberships purchased at their properties, online and over the phone.
You’ll ensure that your team are the ‘knowledge hub’ of the Trust providing support to internal and external audiences. You’ll be expected to know and provide training to your team on their charity activities, products and policies.
Working with the CRM Manager, you’ll provide operational skill to ensure that their data flows are managed in a compliant and effective way.
Working with the wider directorate, you’ll manage workflows and develop new processes to improve or enhance their product offering and the experience of their supporters.
Supporting the Head of Membership, you’ll provide input into new product development, stewardship and retention programmes and membership materials and communications.
You’ll motivate your team to be process driven ensuring that procedures are mapped, reviewed and updated when required
You’ll provide guidance and templates on how they respond consistently to their supporter enquires, feedback and at times complaints to ensure loyalty and future support.
You’ll be responsible for setting and monitoring SLA’s to ensure that their supporters have the best experience when connecting with them.
You’ll manage the relationship with external partners to handle fulfilment of membership materials, out of hours support and response handling.
You’ll be responsible to ensure that they spend against allocated budget
You’ll be an advocate for their members by tracking feedback and enquires to improve experience and enhance their offering.

Key skills and experience required:

Experience leading in a supporter/membership or customer focused role.
Line management experience
Experience of using CRM systems and managing data, systems and processes.

This role offers an excellent competitive salary within a range of £36,523 -£40,238 with significant company benefits.

Eden Scott are dealing exclusively with the Trust on this vacancy so to be considered for this exciting opportunity with a truly unique and best in class employer, please submit your CV online and for an informal chat or to receive the full role information pack and job description please email or call Sally on 07776 662506.

Closing date is noon on Tuesday 17th May 2022

Application Deadline: Tuesday 17/05/2022