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CX job vacancy of the week: Oxfam

19th Oct 2021
Editorial Assistant MyCustomer
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Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.

This week: Head of Supporter Journey, Oxfam, (Oxford, UK/home-based)

Oxfam are looking for a Head of Supporter Journey at a pivotal time of transition and change for the organisation. The role will be based within Oxfam's individual engagement team, which is responsible for deepening Oxfam's relationship with individual supporters and inspiring new audiences to support its mission, to meet its engagement and income goals. The Supporter Journey team ensures that every Oxfam supporter has a relevant and inspiring journey to deepen their engagement and contribution, and to generate long-term growth in income. 

Responsibilities:  

  • To nurture and grow a values-led and diverse team, ensuring that every individual plays a role in delivering Oxfam’s strategy, vision, and cultural aspirations. This includes developing individual and team capabilities through pro-active performance management, and supporting OGB to attract, motivate, and grow their staff.
  • To demonstrate leadership on strategies and engagement activities in line with Oxfam’s racial justice framework and equalities strategy.
  • Lead the development and delivery of Oxfam's segmentation strategy, defining and prioritising relevant supporter groups. Identify and map the many ways that supporters can contribute to Oxfam’s mission, and ensure timely and relevant calls to action.
  • Ensure that the supporter journey team develops and delivers audience centred and inspiring supporter journey(s), based on deep audience understanding, that are consistent with Oxfam’s values.
  • Ensure that engagement and income goals are defined and achieved for each individual supporter segment, taking a long-term (5-year) perspective.
  • Ensure that the supporter journey team makes full use of current and emerging digital opportunities and works with others to improve the quality and relevance of Oxfam's digital journeys.
  • Set, refine, and regularly review performance indicators for the team, adjusting strategies based on these insights.
  • Ensure that all interactions with Oxfam's supporters are supporter centred and engaging, and that complaints and concerns are handled effectively.
  • Collaborate with the individual engagement director and other team leaders to understand our potential audience, map opportunities to expand our supporter base, and set new audience priorities.
  • Select, manage and review external agencies as needed.
  • Prepare long-term forecasts for income from existing supporters and identify new growth opportunities.
  • Manage the supporter journey team budget, ensuring that investments are made strategically, and expenditure is monitored effectively. 

Requirements: 

  • Significant experience of leading the development of large-scale segmentation strategies and compelling supporter journeys.
  • Expert understanding of the principles and practices of supporter/customer relationship management, journey development, and audience listening and understanding techniques.
  • A collaborative leader that encourages integration and supports their teams to succeed.
  • Experience of managing performance of others and helping people to develop, grow, and achieve their potential - including increasing diversity and inclusion in teams and/or workplaces, and creating positive change in work culture, processes, and practices.
  • Lived experience(s) or evidence of learning/taking action on anti-racism and inequalities.   
  • Significant experience of leading the development of large-scale segmentation strategies and compelling supporter journeys.
  • Expert understanding of the principles and practices of supporter/customer relationship management, journey development, and audience listening and understanding techniques.  
  • Expert knowledge of regular giving and digital marketing principles and practice.
  • Strong storytelling expertise, the ability to share the Oxfam story in inspiring ways, tailored to a variety of audiences.
  • Strong influencing and relationship building skills  
  • A strong understanding of public campaigning and a passion for activating the public to achieve Oxfam's mission.
  • A data driven decision maker who can set priorities based on long-term strategies, and foster a culture of accountability and continuous improvement through testing and learning. 
  • High levels of curiosity and external awareness. 

For further information and to submit an application visit the Oxfam jobs board.

 

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